Director, Customer Journey Operations

Flock

1d•Remote

About The Position

Flock is a leading safety technology platform focused on crime prevention and security, connecting various entities in a nationwide public-private safety network. The company has secured nearly $700M in venture funding and holds a $7.5B valuation, aiming to scale its business beyond $1B in annual recurring revenue. This role, Director of Customer Journey Operations, is a strategic and operationally driven position within the Customer Solutions and Success organization. The Director will act as the right hand to the SVP of Customer Solutions and Success, focusing on transforming sales operations to achieve efficient and potent capabilities at scale. The primary goal is to drive efficiency, scale, and predictable business outcomes by building and optimizing processes, systems, metrics, and cross-functional alignment to enhance customer health, retention, expansion, and value realization. The role involves close partnership with Customer Solutions and Success leadership, RevOps/Sales Ops, Product, Finance, and GTM functions to translate strategic goals into measurable results across the entire customer lifecycle.

Requirements

10+ years of progressive experience in customer success, CS operations, revenue or go-to-market operations in B2B SaaS, with at least 3–5 years in a leadership capacity.
Proven ability to act as a trusted advisor to senior executives and influence strategic decisions without formal authority.
Hands-on experience with CRM and CS platforms (e.g., Salesforce, Gainsight) and BI/reporting tools.
Strong analytical and strategic thinking skills with a data-driven approach to problem solving and reporting.
Proven ability to work collaboratively across functions and drive consensus among stakeholders.
Exceptional verbal and written communication skills, with the ability to simplify complex ideas for diverse audiences.
Demonstrated people leadership, prioritization, project and change management capabilities.
Comfortable working in ambiguity and shifting between high-level strategy and hands-on execution.

Nice To Haves

Experience scaling operations in a high-growth SaaS organization.
Track record of improving key CS metrics (retention, NPS, expansion, time-to-value).
Familiarity with customer lifecycle automation and digital engagement tools.

Responsibilities

Define, lead, and measure operational strategies and programs that improve customer outcomes, organizational efficiency, and business performance.
Translate high-level customer success strategies into operational execution plans with clear ownership, milestones, and KPIs.
Design, implement, and refine scalable processes for onboarding, adoption, renewals, risk mitigation, and expansion management.
Standardize and document best practices, SOPs, governance models, and operational playbooks.
Build and maintain operational dashboards, metrics, and analytics that provide insights into customer health, retention, churn risk, and growth opportunities.
Partner with analytics and RevOps to ensure data integrity across systems (CRM, CS platforms, business intelligence tools).
Own and optimize the Customer Success tech stack (e.g., Gainsight, Salesforce, LMS, automation tools) to support reporting, workflows, and decision-making.
Lead or support system implementations, integrations, and automation that scale operational capabilities.
Act as an operational liaison between CS and functions such as Sales, Product, Support, Marketing, and Finance to improve handoffs, alignment, and customer experience continuity.
Partner with enablement to ensure CS teams have the tools, training, and resources needed to execute effectively.
Coach, mentor, and develop operations professionals (if applicable), fostering a culture of excellence, accountability, and continuous improvement.
Lead change management and adoption efforts for new processes or systems across the organization.

Benefits

Flexible PTO: We offer non-accrual PTO, plus 11 company holidays.
Fully-paid health benefits plan for employees: including Medical, Dental, and Vision and an HSA match.
Family Leave: All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.
Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. Flock will provide a $50,000-lifetime maximum benefit related to eligible adoption, surrogacy, or fertility expenses.
Spring Health: Spring Health offers a variety of mental health benefits, including therapy, coaching, medication management, and digital tools, all tailored to each individual's needs.
Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support
Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions.
ERGs: We want all employees to thrive and feel like they belong at Flock. We offer four ERGs today - Women of Flock, Flock Proud, LEOs and Melanin Motion. If you are interested in talking to a representative from one of these, please let your recruiter know.
WFH Stipend: $150 per month to cover the costs of working from home.
Productivity Stipend: $300 per year to use on Audible, Calm, Masterclass, Duolingo and so much more.
Home Office Stipend: A one-time $750 to help you create your dream office.