Senior Director, Client Operations

Ladders; United States; Remote; USD 192,000 - 266,000; Full time

Job summary

Ladders is seeking a Senior Director, Client Operations to lead a large, customer-facing operations group in the Enterprise Technology space. This role owns end-to-end service delivery, escalations, vendor oversight, and cross-functional collaboration to drive reliable support experiences.

The successful candidate will have a track record of scaling support teams, data-driven decision making, and maintaining service quality within financial accountability. Location: Remote.

Responsibilities

• Own and improve end-to-end support performance across multiple service lines
• Lead a senior management team ensuring 24/7 operational coverage
• Serve as the escalation owner for high-severity customer situations

Job description

For our client, we are seeking a Senior Director, Client Operations to join the team of a leader in the Enterprise Technology space.

This leader will own the performance of a complex, customer-facing operations organization that supports multiple service lines and delivers reliable, high-quality support experiences. The role requires strong command of contact center operations, escalation management, vendor oversight, and cross-functional partnership to improve service delivery and customer outcomes. You will work closely with Product and Engineering to enhance support tooling and processes while ensuring 24/7 coverage and strong operational discipline.

The ideal candidate will bring deep experience leading scaled support teams, driving data-informed decisions, and balancing service quality with financial accountability.

Location: Remote

Compensation: $192,185 – $266,000 annually

Responsibilities

• Own and improve end-to-end support performance across multiple service lines
• Lead a senior management team ensuring 24/7 operational coverage
• Serve as the escalation owner for high-severity customer situations