Director of Customer Operations: AI-Driven Onboarding & Retention

Tiger Recruitment; New York (NY); On-site; USD 150,000 - 210,000; Full time

Job summary

Tiger Recruitment is partnering with a seed-stage, AI-native software startup in the hotel booking & hospitality industry. We seek a Director of Customer Operations to oversee the customer journey from contract signature through implementation, launch, retention, and growth.

You’ll lead initiatives to automate workflows, measure account health, and build scalable processes, with potential to grow the Customer Success and Implementation function as the business scales.

Qualifications

• Experience managing a high-volume SMB customer portfolio with activation, retention and revenue responsibility.
• Technically curious with comfort using analytics tools to verify events and troubleshoot tracking issues.
• Ability to translate customer feedback into actionable product and process improvements.

Responsibilities

• Manage the full customer lifecycle from onboarding through retention and expansion.
• Implement new clients quickly, ensuring accurate conversion tracking and attribution.
• Troubleshoot cross-system issues across booking engines, PMS, and analytics tools.
• Build repeatable onboarding playbooks and customer communication cadences.
• Develop dashboards and metrics to monitor customer operations and health.

Skills

High-volume SMB

Customer Success

Account Management

Data analytics

AI literacy

Onboarding

Tools

Google Tag Manager

Analytics platforms

Job description

Tiger Recruitment is partnering with a seed-stage, AI-native software startup in the hotel booking & hospitality industry. We seek a Director of Customer Operations to oversee the customer journey from contract signature through implementation, launch, retention, and growth.

You’ll lead initiatives to automate workflows, measure account health, and build scalable processes, with potential to grow the Customer Success and Implementation function as the business scales.