Sr Director, Customer Operations

Ladders; United States; Remote; USD 220,000 - 240,000; Full time

Benefits offered by this job

Fully covered medical premiums

Flexible PTO

401(k) with company contributions

Dental and vision coverage

Fertility stipend

Global coworking access

Job summary

Ladders is seeking a Sr Director of Customer Operations to shape the operating model for a high-performing customer organization. This remote leadership role focuses on renewals, quote-to-cash, and cross-functional workflow improvements, while guiding a team of Customer Operations Managers and driving standardization of SOPs, integrations, and workflow decisions across platforms.

The position requires 15+ years in operations, deep CRM/CPQ expertise, and a proactive, data-driven approach to

Qualifications

• 15+ years in business operations, sales operations, or renewals operations.
• 7+ years of experience in team management.
• End-to-end ownership of renewal or quote-to-cash processes.
• Strong understanding of CRM and CPQ and their impact on workflows.
• Ability to differentiate rules-based from judgment-based tasks in renewals.
• Exposure to AI-enabled operations and tools.
• Excellent communication skills for cross-functional collaboration.
• Proactive mindset with a focus on building processes from the ground up.

Responsibilities

• Build infrastructure to capture customer feedback and roadblocks
• Design processes for ranking issues based on impact and effort
• Transform prioritized items into actionable SOP and workflow changes
• Assess customer systems and document their impact on workflows
• Lead efforts to optimize SOPs and integrations across platforms
• Analyze customer data to identify and recommend process improvements
• Develop and manage a team of Customer Operations Managers

Skills

Team management

Renewals ownership

Process design

SOP development

CRM CPQ

Data-driven improvements

Cross-functional collaboration

Tools

CRM software

CPQ software

Job description

For our client, we are seeking a Sr Director, Customer Operations to join the team of a leader in the Consumer Technology space.

This role will shape the operating model for customer operations, with a focus on renewals, quote-to-cash, and the workflows that support a high-performing customer organization. You will partner closely with cross-functional stakeholders to translate customer feedback, system insights, and operational data into scalable process improvements. The position also includes leading a team of Customer Operations Managers and driving the standardization of SOPs, integrations, and workflow decisions across the business.

Location: Remote

Compensation: $220,000 – $240,000 annually

Responsibilities

• Build infrastructure to capture customer feedback and roadblocks
• Design processes for ranking issues based on impact and effort
• Transform prioritized items into actionable SOP and workflow changes
• Assess customer systems and document their impact on workflows
• Lead efforts to optimize SOPs and integrations across platforms
• Analyze customer data to identify and recommend process improvements
• Develop and manage a team of Customer Operations Managers

Qualifications

• 15+ years in business operations, sales operations, or renewals operations
• 7+ years of experience in team management
• End-to-end ownership of renewal or quote-to-cash processes
• Strong understanding of CRM and CPQ and their impact on workflows
• Ability to differentiate rules-based from judgment-based tasks in renewals
• Exposure to AI-enabled operations and tools
• Excellent communication skills for cross-functional collaboration
• Proactive mindset with a focus on building processes from the ground up

Benefits

• Fully covered medical premiums for employees
• Flexible PTO and dedicated Recharge Holidays each quarter
• 401(k) plan with company contributions
• Dental and vision coverage included
• $10,000 lifetime fertility stipend
• Access to coworking spaces globally

Our client is an equal opportunity employer.