Customer Success Director, Gig Strategy & Operations - Remote

Overview

We are hiring a senior customer-facing strategist and operator to serve as a trusted advisor for our largest and most complex gig economy customers. The Customer Success Director, Gig Strategy & Operations owns customer relationships and provides subject matter expertise across risk, trust, safety, and compliance.

In Short

• Own senior-level customer relationships and serve as a trusted advisor on user trust, safety, risk, and compliance strategy for gig economy platforms.
• Act as the primary liaison between customers and internal teams, ensuring customer needs and concerns are clearly understood and addressed through partnership.
• Provide subject matter expertise and thought leadership to help customers design, evaluate, and improve their own risk and trust programs.
• Partner with customers and internal teams to address concerns and escalations through structured analysis and clear recommendations.
• Help define, interpret, and communicate customer-level metrics and trends to support informed decision-making.
• Translate customer requests and operational challenges into clear product and technical requirements for Product, Engineering, and Data teams.
• Influence Product roadmap priorities based on aggregated customer insights and observed risk patterns.
• Identify upsell and cross-sell opportunities by connecting customer risk gaps to First Advantage solutions and articulating value.
• Support Sales and Customer Success teams with analytical insights and customer narratives during renewals and expansions.

Requirements

• 7+ years of experience in trust & safety, risk operations, compliance, fraud, vendor operations, program management, or scaled customer operations within high-volume environments.
• Direct ownership of operational programs at scale, including background checks, identity verification, fraud prevention, continuous monitoring, or quality assurance workflows.
• Proven ability to own customer escalations end-to-end, including root cause analysis, remediation planning, and executive-level communication.
• Hands-on experience defining, tracking, and improving operational KPIs, such as accuracy, turnaround time, SLA performance, compliance rates, or quality scores.
• Demonstrated partnership with Product and Engineering teams, translating operational or customer needs into clear technical requirements or roadmap inputs.
• Experience influencing or managing external vendors or partners, including performance management, audits, or quality controls.
• Background in gig economy, marketplace, or high-volume operational environments preferred.

Benefits

• Ability to work remotely with occasional business travel.
• Medical, Vision, Dental, and supplementary benefit plans.
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP).
• Competitive and flexible Paid Time Off (PTO) and 8 paid company holidays.
• Access to new tech and growth opportunities, and leaders who want to see you succeed!