Remote Director of Customer Operations (SaaS)

Jobgether; United States; Remote; USD 180,000 - 280,000; Full time

Benefits offered by this job

Remote work

Healthcare coverage

401(k) retirement plan

Professional development

Career growth

Team engagement

Job summary

Jobgether is seeking a Director, Customer Operations based in the United States to lead and transform onboarding, customer support, and payments operations across North America in a fully remote role. You will translate growth objectives into scalable operational strategies, drive continuous improvement, and elevate customer experiences while maintaining strong employee engagement.

You will partner with regional and global leaders to optimize processes, implement data-driven dashboards, and

Qualifications

• At least 8 years of experience in operations or customer operations leadership.
• Experience leading managers and scaling operations in SaaS or tech.
• Proven ability to define KPIs, dashboards, and performance reporting.
• Strong data-driven decision-making and process optimization.
• Change management and stakeholder management skills.
• Excellent cross-functional collaboration across regions.

Responsibilities

• Oversee North American operations across Onboarding, Customer Support, and Payments Operations.
• Develop operational strategies with clear KPIs aligned with growth and retention.
• Drive performance management across support, including response times and CSAT.
• Optimize onboarding processes, timelines, readiness, and satisfaction.
• Design scalable operating models to handle rising volumes without sacrificing quality.
• Use data and dashboards to identify trends and drive targeted improvements.
• Lead, coach, and mentor onboarding, support, and payments managers.
• Establish reporting rhythms and dashboards for leadership visibility.
• Coordinate with Finance and People to forecast needs and staff appropriately.
• Foster cross-functional collaboration with Customer Success, Sales, Product, Education, Finance, People, and Global Operations.
• Champion continuous improvement and leverage automation and AI where applicable.
• Guide organizational change with clear communication and measurable outcomes.
• Promote a culture of excellence, ownership, and innovation.

Job description

Jobgether is seeking a Director, Customer Operations based in the United States to lead and transform onboarding, customer support, and payments operations across North America in a fully remote role. You will translate growth objectives into scalable operational strategies, drive continuous improvement, and elevate customer experiences while maintaining strong employee engagement.

You will partner with regional and global leaders to optimize processes, implement data-driven dashboards, and