Senior Director of Operations

HowOur mission is for you to feel inspired and motivated at work. We encourage continual learning and offer unique benefits and flexibility.## Senior Director of OperationsUnited States · Full-time · Management#### About The PositionThe **Senior Director of Operations** will play a critical leadership role, driving operational excellence and ensuring our customers receive consistent, high-quality service. This individual will lead Customer Success, Customer Support, and Implementations, working closely with the CEO and cross-functional leaders to scale processes, improve retention, and support product adoption.This is a high-impact, strategic, and hands-on role for a senior operator who thrives in a fast-growing, customer-centric SaaS environment.**Key Responsibilities****Operational Leadership*** Lead, mentor, and develop the Customer Success, Customer Support, and Implementations teams.* Establish and refine operational processes to improve service delivery, customer onboarding, and issue resolution.* Set KPIs, track performance, and ensure teams are aligned with company goals.* Foster a culture of accountability, ownership, and continuous improvement.**Customer Success & Retention*** Oversee Customer Success strategy to drive renewals, satisfaction, and long-term partnerships.* Implement best-in-class playbooks for onboarding, adoption, upsell readiness, and lifecycle management.* Build strong executive relationships with customers and serve as an escalation point for strategic accounts.**Customer Support Operations*** Ensure high-quality, timely, and efficient support delivery with measurable SLAs and customer experience metrics.* Optimize support workflows, tiering, documentation, and knowledge base practices.* Lead initiatives to improve resolution times, reduce ticket volume, and enhance support automation.**Implementations & Project Delivery*** Own the end-to-end implementation framework for new customers.* Ensure projects are delivered on time, within scope, and with exceptional customer experience.* Partner with Product and Engineering to address onboarding challenges and streamline integrations.**Cross-Functional Leadership*** Collaborate closely with Product, Engineering, and Sales to ensure strong alignment between customer needs and product development.* Inform roadmap decisions with customer insights, usage patterns, and operational trends.* Represent Operations leadership in executive discussions and strategic planning.#### Requirements* 5+ years of experience in Operations, Customer Success, or Service Delivery roles within SaaS, travel tech, or enterprise software.* 3+ years of experience managing leaders or multi-disciplinary teams.* Proven success scaling post-sales operations in a high-growth environment.* Strong knowledge of customer lifecycle management, support operations, and implementation methodologies.* Data-driven decision-maker with strong analytical and process-improvement skills.* Excellent communication, executive presence, and relationship-building skills.* Experience working remotely and leading distributed teams.* Travel industry or GDS/automation experience with flights — **strong advantage**. #J-18808-Ljbffr