Head of Customer Service Operations & Experience (Remote)

Jobgether; United States; Remote; USD 150,000 - 175,000; Full time

Benefits offered by this job

Remote work

Equity

Job summary

Jobgether is seeking a Director of Customer Service Operations to lead Customer Success and Matching operations in a technology-enabled environment. This role blends strategic planning with hands-on execution to improve service quality, capacity, and customer experience, guiding managers and individual contributors toward scalable workflows.

The ideal candidate combines decisive leadership with a practical, hands-on approach, driving data-informed decisions and partnering with Product, Data, and

Qualifications

• Customer Operations Experience: 10+ years in customer-facing operations.

Responsibilities

• Operational Strategy and Performance: Own service quality, capacity, and performance across Customer Success and Matching.
• Continuous Improvement Roadmap: Develop and manage a focused improvement roadmap covering processes, technology, automation, and staffing.
• Customer Matching Operations: Lead and improve the end-to-end matching process, establishing clear standards, accountability, and performance measures for speed, completion, and quality.
• Customer Service Management: Oversee customer support across phone, email, SMS, and other channels, setting standards for service quality, coverage, responsiveness, and operational capacity.
• Workflow and Technology Optimization: Identify and implement process and technology improvements that enhance matching quality, increase capacity, and reduce manual effort.
• Routing and Escalation Management: Improve workflows, routing, handoffs, escalation procedures, and documentation to ensure work reaches the appropriate owner and customers receive timely support.
• Data-Driven Decision-Making: Use customer feedback, demand trends, and operational performance data to guide decisions about staffing, process improvements, automation, and service delivery.
• Team Leadership and Development: Lead, coach, and develop team leads and individual contributors, establishing clear expectations, ownership, accountability, and performance management practices.
• Hiring and Onboarding: Strengthen recruitment, onboarding, team routines, documentation, and backup coverage to distribute responsibilities effectively and maintain operational continuity.
• Frontline Engagement: Step into customer interactions and matching activities during staffing gaps, urgent situations, or learning periods.
• Cross-Functional Collaboration: Influence senior stakeholders and collaborate across teams to align priorities, resolve operational challenges, and deliver measurable business outcomes.
• First 90 Days: Build a comprehensive understanding of customers, teams, systems, and performance; establish baseline metrics; clarify priorities and ownership; identify staffing and onboarding needs; and launch at least one measurable improvement initiative.
• First Six Months: Establish consistent workflows and service standards, strengthen team accountability and onboarding, document backup coverage, improve reporting reliability, and deliver measurable gains across customer experience, quality, speed, cost, and capacity.

Skills

Customer operations

People leadership

Service ops improvement

Business judgment

Process optimization

Change management

Stakeholder management

Hands-on leadership

Proptech experience

Tools

HubSpot

Front

Five9

Job description

Jobgether is seeking a Director of Customer Service Operations to lead Customer Success and Matching operations in a technology-enabled environment. This role blends strategic planning with hands-on execution to improve service quality, capacity, and customer experience, guiding managers and individual contributors toward scalable workflows.

The ideal candidate combines decisive leadership with a practical, hands-on approach, driving data-informed decisions and partnering with Product, Data, and