Senior Director, Customer Ops — Remote & AI-Enabled

HSI; Northern (KY); Hybrid; USD 120,000 - 145,000; Full time

Benefits offered by this job

Fully Remote Work

Unlimited PTO

Career Growth & Learning

Well-Being Coverage

401(k) Match

Job summary

HSI is seeking a Senior Director, Customer Operations to lead our Customer Support and Customer Solutions across North America. You will set strategy, lead managers, and build scalable practices to improve service delivery and customer outcomes.

Collaborate with Product, Engineering, Sales, and Implementation to strengthen cross-functional handoffs and AI-enabled modernization. You will oversee technical support operations, KPIs, and escalations while translating insights into actions that drive

Qualifications

• 10+ years of leadership in customer operations or SaaS/tech environments.
• Experience scaling customer-facing operations and developing leaders.
• Strong KPI/SLA management, backlog, escalation discipline.
• Proven ability to use data, automation, and AI-enabled tools to improve workflows.
• High-level cross-functional leadership with Product, Engineering, Sales, Customer Success, or Implementation.

Responsibilities

• Lead, coach, and develop managers across Customer Support and Customer Solutions.
• Set the strategy and operating direction for North American support and Customer Solutions; align global processes.
• Oversee technical support operations, service delivery, SLAs, escalations, and performance metrics.
• Establish and monitor KPIs: CSAT, backlog, service levels, utilization, capacity, quality, efficiency.
• Identify root causes of operational and customer challenges; implement scalable solutions.
• Utilize data and insights to guide investment, resource allocation, and priorities.
• Evaluate AI-enabled tools and automation to improve productivity and service delivery.
• Partner with Product, Engineering, Sales, CS, and Implementation to strengthen cross-functional handoffs and feedback loops.
• Provide calm, decisive leadership during complex escalations and outages.
• Support departmental planning and capacity with senior leadership.

Skills

Leadership

Data-driven decisions

Cross-functional leadership

Executive communication

Autonomy under ambiguity

Tools

Salesforce

Power BI

Domo

Job description

HSI is seeking a Senior Director, Customer Operations to lead our Customer Support and Customer Solutions across North America. You will set strategy, lead managers, and build scalable practices to improve service delivery and customer outcomes.

Collaborate with Product, Engineering, Sales, and Implementation to strengthen cross-functional handoffs and AI-enabled modernization. You will oversee technical support operations, KPIs, and escalations while translating insights into actions that drive