Director, Scaled Customer Operations & AI Enablement

Resideo; Aurora (IL); Hybrid; USD 146,000 - 218,000; Full time

Benefits offered by this job

Life and health insurance

401k Plan

Vacation & holidays

Job summary

Resideo seeks a Director of Customer Operations to lead onboarding, support, and service issue resolution across its offerings. The role shapes processes, tools, and performance metrics to scale service delivery and improve the customer experience.

You will partner with Sales, Product, Marketing, and Support to align expectations and drive continuous improvement, leveraging AI, automation, and analytics to optimize operations across channels and technologies.

Qualifications

• 7+ years of experience leading customer operations in complex B2B or 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 that connects onboarding, account maintenance, operational handoffs, and service account processes into a consistent customer experience.
• Manage daily account maintenance and operational support processes for customers, ensuring accuracy of updates and records.
• Identify patterns across systems and processes to resolve recurring customer issues and translate feedback into improvements.
• Build and maintain operating playbooks, dashboards, and routines for visibility, accountability, and consistent execution.
• Partner with Sales, Product, Marketing, Operations, Technical Support, Security Services, and other teams to align pre-sale expectations and post-sale execution.
• Define, monitor, and use customer operations KPIs and issue trends to identify priorities and risks.

Skills

Leadership

Program management

Data-driven decision making

Cross-functional collaboration

Tools

CRM systems

Ticketing systems

Knowledge management platforms

Job description

Resideo seeks a Director of Customer Operations to lead onboarding, support, and service issue resolution across its offerings. The role shapes processes, tools, and performance metrics to scale service delivery and improve the customer experience.

You will partner with Sales, Product, Marketing, and Support to align expectations and drive continuous improvement, leveraging AI, automation, and analytics to optimize operations across channels and technologies.