Operations Director - Remote

Overview

We are seeking an Operations Director to support and scale core functions. This role reports directly into Customer Operations and requires someone who can work across multiple operational areas while maintaining exceptional rigor and precision in decision-making.

In Short

• Lead operational strategy and execution within Customer Operations.
• Oversee day-to-day support operations, ensuring efficient workflows, clear standards, and strong performance.
• Build and develop high-performing teams with clear responsibilities and accountability.
• Manage support systems, including ticketing tools, knowledge platforms, automation, and reporting.
• Partner with Product, Engineering, Sales, and Finance to improve processes and align customer insights with company needs.
• Maintain accuracy in forecasting, resource planning, incident management, and reporting.
• Drive continuous improvement through structured analysis and strong operational controls.

Requirements

• Minimum of 8 years of experience in operations leadership within customer support, customer success, or service environments.
• Ability to operate effectively across multiple operational functions with strong systems thinking.
• Proven track record of precise, data-driven decision-making.
• Experience leading teams in fast-paced or high-growth settings.
• Strong understanding of operational tools, analytics, and automation.
• Experience in a marketplace or similarly complex environment is a plus.

Benefits

• Reliable, scalable operations with measurable improvements in service quality and efficiency.
• Strong alignment across Customer Operations and key cross-functional teams.
• Clear, disciplined decision-making that strengthens the customer experience and supports company growth.