Senior Director, Customer Operations

Ladders; Atlanta (GA); On-site; USD 202,000 - 229,000; Full time

Benefits offered by this job

Comprehensive medical coverage

Financial planning resources

Professional development support

Work-life balance initiatives

Job summary

Ladders in Atlanta is seeking a Senior Director, Customer Operations to lead a broad transformation agenda focused on digital enablement, data-driven decisions, and AI-powered process improvements. The role partners with digital, data, governance, and operations teams to align execution with customer needs and business priorities.

The position emphasizes building organizational capability through change management and digital fluency while delivering a more connected and responsive customer

Qualifications

• 10+ years in customer operations or leadership roles
• Experience leading transformation with digital, data, and automation
• Strong understanding of customer operations processes including service delivery and engagement
• Ability to integrate data and analytics into operational decision-making
• Familiarity with AI and automation technologies relevant to operations

Responsibilities

• Lead customer operations transformation through digital and AI integration
• Define modern operating models to enhance engagement and efficiency
• Partner with digital teams to deploy real-time visibility solutions
• Drive data-driven decision making with performance metrics and insights
• Integrate customer data for personalized service delivery
• Identify automation opportunities to streamline operations
• Collaborate with teams to align operations with customer needs
• Ensure operational alignment with digital governance and security standards
• Lead initiatives that improve the end-to-end customer experience
• Build organizational capability through digital fluency and change management

Skills

Digital transformation

AI in operations

Data-driven decisions

Change management

Operations leadership

Education

Bachelor’s degree in Business Administration or related field

Tools

AI technologies

Automation tools

Job description

For our client, we are seeking a Senior Director, Customer Operations to join the team of a leader in the Food & Beverages space.

This leader will guide a broad customer operations transformation agenda, with a strong emphasis on digital enablement, data-driven decision-making, and AI-powered process improvement. The role will shape modern operating models that improve service delivery, deepen customer engagement, and create greater efficiency across the organization. You will partner closely with digital, data, governance, and operational teams to align execution with customer needs and business priorities.

In this position, you will also build organizational capability through change management and digital fluency while supporting a more connected and responsive customer experience.

Location: Atlanta, GA - US based candidates only, no visa sponsorship available

Compensation: $202,000 – $229,000 annually

Responsibilities

• Lead customer operations transformation through digital and AI integration
• Define modern operating models to enhance engagement and efficiency
• Partner with digital teams to deploy real-time visibility solutions
• Drive data-driven decision making with performance metrics and insights
• Integrate customer data for personalized service delivery
• Identify automation opportunities to streamline operations
• Collaborate with teams to align operations with customer needs
• Ensure operational alignment with digital governance and security standards
• Lead initiatives that improve the end-to-end customer experience
• Build organizational capability through digital fluency and change management

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Information Technology, or a related field
• 10+ years of experience in customer operations, digital transformation, or operations leadership roles
• Proven experience leading operational transformation initiatives leveraging digital, data, and automation
• Strong understanding of customer operations processes including service delivery and engagement
• Demonstrated ability to integrate data and analytics into operational decision-making
• Familiarity with AI and automation technologies relevant to operations

Benefits

• Comprehensive medical coverage
• Financial planning resources
• Professional development support
• Work-life balance initiatives