Director, AI-Driven Customer Operations

Resideo; Louisville (KY); Hybrid; USD 146,000 - 218,000; Full time

Benefits offered by this job

Life and health insurance

401k Plan

Vacation & holidays

Job summary

Resideo is seeking a Director of Customer Operations to lead the service operating model across onboarding, support, and issue resolution for multiple service offerings. You will shape processes, tools, and performance metrics to improve service quality and scale our connected technologies.

The role requires 7+ years in customer operations leadership and 5+ years of people leadership, with a focus on onboarding, handoffs, issue resolution, and customer experience improvements.

Qualifications

• 7+ years of experience leading customer operations, enablement, or related roles in complex B2B/B2B2C organizations.
• 5+ years of people leadership experience, including coaching, prioritization, performance management, and team development.
• Experience supporting onboarding, account maintenance, service handoffs, operational issue resolution, and change adoption.

Responsibilities

• Lead the customer operations framework connecting onboarding, maintenance, handoffs, and service processes into a consistent experience.
• Manage daily account maintenance and operational support, especially for Security customers, ensuring accurate updates and records.
• Identify recurring customer issues, translate feedback into service improvements and recommend changes to processes and tools.
• Develop and maintain operating playbooks, dashboards, and routines to ensure visibility, accountability, and clear guidance when processes change.
• Partner with Sales, Product, Marketing, Operations, Technical Support, and Security Services to align pre- and post-sale expectations and handoffs.
• Define, monitor, and use KPIs and issue trends to prioritize improvements in onboarding, service friction, and customer experience.
• Lead escalation and cross-functional reviews, providing actionable insights to support priorities and decisions.
• Drive programs to simplify work, reduce manual effort, and promote adoption of automation, AI, and system improvements.
• Coach and develop the customer operations team, prioritizing workload, performance, and change leadership.

Skills

Leadership

Program management

Data-driven decisions

Job description

Resideo is seeking a Director of Customer Operations to lead the service operating model across onboarding, support, and issue resolution for multiple service offerings. You will shape processes, tools, and performance metrics to improve service quality and scale our connected technologies.

The role requires 7+ years in customer operations leadership and 5+ years of people leadership, with a focus on onboarding, handoffs, issue resolution, and customer experience improvements.