Sr. Director of Customer Operations

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 organizations across North America. This leader will set the strategy and operating direction for these functions, strengthen leadership capability, and build scalable practices that improve service delivery, operational performance, and customer outcomes. The role will also provide direction and support alignment across shared global processes.

Reporting to the Senior Vice President, Customer Operations, you will oversee technical support operations, service delivery, escalations, and key performance measures while developing high-performing managers and teams. You will use customer insights and operational data to identify root causes, improve processes, and deliver measurable gains in service quality, efficiency, and business performance.

This role is designed for an experienced SaaS or technology operations leader who can bring structure to complexity, lead through growth and change, and operate with a high degree of autonomy. Working closely with Product, Engineering, Sales, Customer Success, and Implementation, you will strengthen cross-functional handoffs, modernize operations through AI and automation, and translate business strategy into clear direction for leaders and frontline teams.

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What You'll Do

• Lead, coach, and develop managers and leaders across Customer Support and Customer Solutions, building a high-performing culture of accountability, collaboration, continuous improvement, and customer focus.

• Set the strategy and operating direction for North American Customer Support and Customer Solutions while providing direction and supporting consistency across shared global processes.
• Oversee technical support operations, service delivery, support workflows, service-level agreements, escalations, and overall operational performance.
• Establish and manage key performance measures, including customer satisfaction, backlog, service levels, utilization, capacity, quality, and efficiency.
• Identify recurring operational and customer challenges, address root causes, and implement scalable solutions that improve service quality, efficiency, and customer outcomes.
• Use data and customer insights to identify trends, guide decisions, and develop clear recommendations that inform investment, resource allocation, and business priorities.
• Evaluate and integrate AI-enabled tools and automation that improve productivity, work quality, scalability, employee experience, and service delivery.
• Partner with Product, Engineering, Sales, Customer Success, and Implementation to strengthen feedback loops, cross-functional handoffs, escalation pathways, and the end-to-end customer experience.
• Provide calm, decisive leadership during complex escalations, outages, and other high-impact customer situations.
• Partner with the Senior Vice President, Customer Operations on departmental planning, organizational capacity, and strategic initiatives while operating with a high degree of ownership and autonomy.

• 10+ years of progressive leadership experience in customer operations, customer support, technical support, professional services, implementation, or a related SaaS or technology environment, including experience leading managers or multilayered teams.

• Demonstrated success scaling customer-facing operations, developing leaders, and delivering measurable improvements during periods of growth, transformation, or significant change.
• Strong operational experience across technical support or service delivery, including KPIs, SLAs, customer satisfaction, backlog, capacity planning, and escalation management.
• Proven ability to use data, systems thinking, automation, and AI-enabled tools to identify root causes, improve workflows, and build scalable solutions.
• Strong cross-functional leadership experience with Product, Engineering, Sales, Customer Success, Implementation, or comparable functions.
• Executive-level communication and influence, with the ability to translate operational data into concise recommendations, business cases, and measurable results.
• Ability to operate autonomously, make sound decisions with incomplete information, and lead calmly through ambiguity, change, and high-impact customer situations.

Preferred Qualifications

• Experience designing or improving support tiers, SLAs, service playbooks, escalation processes, or cross-functional handoffs.

• Experience working across multiple products, platforms, or regions.
• Experience with Salesforce and enterprise reporting or business intelligence platforms such as Power BI, Domo, or comparable tools.
• Earlier-career experience in customer support, technical services, professional services, or implementation.

• Fully Remote Work: Work where you're most productive-we trust you.
• Unlimited PTO: Recharge when you need to-we support work-life balance.
• Career Growth: Unlimited access to our Learning & Development library, including our own HSI LMS content.
• Well-Being First: Full medical, dental, vision, and mental health coverage.
• Secure Your Future: Generous $1:$1 401(k) company match-your future is important to us.
• This position has an annual salary range of $120K-$145K. Placement within the range will depend on experience, qualifications, and other business considerations.