Senior Director, Customer Operations & Field Services

Exacta Systems; Austin (TX); On-site; USD 180,000 - 240,000; Full time

Job summary

Exacta Systems seeks a Senior Director of Customer Operations in Austin, TX to lead Customer Operations and Field Services. You will drive a proactive, high‑quality customer experience across HHR operators, define service strategies, and build scalable processes.

Responsibilities include KPI ownership, cross‑functional partnerships, and budgeting oversight for ongoing success. In this role, you will coach leaders, manage complex projects, and ensure regulatory compliance while delivering

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or related field.
• MBA preferred for leadership roles.
• Demonstrated experience leading customer operations, field services, or gaming/hospitality operations.

Responsibilities

• Provide strategic leadership for Customer Operations and Field Services.
• Define and execute customer operations strategy from onboarding to ongoing partnership.
• Establish and monitor KPIs (CSAT, NPS, MTTR, first-time fix).
• Collaborate with Product, Engineering, Sales, Finance, and Compliance to support deployments and launches.
• Oversee budgeting, resource planning, and supplier relationships.
• Manage escalations and executive-level client relationships.

Skills

Leadership

Strategic planning

Cross-functional collaboration

Operational metrics

Customer relationships

Executive communication

Budgeting

Change management

Regulatory compliance

IT infrastructure knowledge

Education

Bachelor’s degree in Business Administration or related field

MBA preferred

Tools

CRM systems

ERP platforms

BI tools

Microsoft Office

Job description

Exacta Systems seeks a Senior Director of Customer Operations in Austin, TX to lead Customer Operations and Field Services. You will drive a proactive, high‑quality customer experience across HHR operators, define service strategies, and build scalable processes.

Responsibilities include KPI ownership, cross‑functional partnerships, and budgeting oversight for ongoing success. In this role, you will coach leaders, manage complex projects, and ensure regulatory compliance while delivering