5-7 years of experience in customer operations or related fields
Strong understanding of business operations and metrics
Excellent organizational skills with high attention to detail
Ability to make data-driven decisions and influence stakeholders
Global business perspective and relationship-building skills
Proven track record in motivating teams toward excellence
Responsibilities
Coordinate efforts across functions to streamline operations
Facilitate business inspections and conduct root cause analyses
Perform ad-hoc analysis to inform business strategies
Collaborate with Finance to set operational targets
Drive capacity planning and develop compensation plans
Track customer retention and growth against targets
Support CCO and CMO in scaling operational functions
Benefits
Responsible Time Off
100% employer-paid comprehensive medical, dental, and vision package
401k with 6% employer match
Generous Parental Leave Program
Paid Volunteer Leave Days
Diverse training and networking opportunities
Opportunities for career progression and development
Full Job Description
Job Context
The Director of Customer Operations will be the strategic partner to the CCO, global Customer (Account Management, Lifecycle Services & Support) teams and the Customer Marketing team. The director manages a small team of operations analysts, providing key insights to stakeholders using operational and financial metrics.
What You'll Do
Coordinate across functions to optimize operations and remove friction in the customer & customer marketing organizations, optimizing returns on investment
Own business inspections, root cause and corrective actions, weekly "run-the-business" meetings and quarterly business reviews
Conduct ad-hoc analysis of business and customer data
Liaise with Finance on budgets and then translate them to operational targets for the Customer & Customer Marketing teams
Drive the Customer 'go-to-market' plan, to include capacity planning, compensation plan design, quotas and operational target setting to ensure targets are achieved
Develop a deep understanding of Customer segments and metrics, historical trends and attainment vs. our plan and operational targets
Ensure that customer retention and growth is predictable and on target by tracking daily and weekly progress vs. business targets
Enable our Chief Customer Officer & Chief Marketing Officer to efficiently manage and scale their business
What You'll Bring
Business Acumen - Knows how a business works. Committed to the success of the company and customers. Big picture mindset. Understands how different functions interrelate.
Administration - Effectively manages and organizes tasks and responsibilities. High attention to detail. Completes tasks in a timely and accurate manner. Able to prioritize and manage time well.
Decision Quality - Able to make sound decisions that keeps the organization moving forward. Uses data and business insights. Avoids 'groupthink'. Is rational and objective, and takes into account ethical and moral considerations.
Drive For Excellence - Pursues high standards and exceptional performance. Motivates others to do their best and achieve goals. Take ownership of their work and inspire others through their commitment to excellence.
Global Perspective - Understands a global business with consideration for the factors surrounding this. Considers diverse perspectives and understands how they influence global dynamics.
Influence - Relationship building. Persuasion skills. Credibility. Uses data to support arguments. Able to identify who has influence on decisions. Maintains good relationships with internal network.
What We Can Offer You
Responsible Time Off
Comprehensive medical, dental, vision package with 100% employer paid options
Additional benefits including Health Savings Account; Flexible Spending Account; Critical Illness Insurance; Hospital Insurance; Accident Insurance; Life Insurance and AD&D; and Disability Insurance available to purchase.
Wellness Challenge App, Diabetes Prevention App, and Health Hub App
401k/Retirement Plan with 6% employer match
Generous Parental Leave Program
Paid Volunteer Leave Days
Public Holiday Exchange Scheme
Talent Referral Program - get rewarded for referring a friend to join our team!
Diverse training & internal networking opportunities across all of our product lines
Opportunities for career progression and development
Service recognition awards
Click here to find out more about working at Simpro Group!
If you'd like to join a fun and progressive organization, where there are opportunities to develop your career, please apply now with your CV/resume.
*Please note, no agencies will be accepted in the recruitment of this role.
