Director, Customer Operations

Phorest•Philadelphia, PA

About The Position

Phorest powers over 11,000 hair, beauty, and medi-spa businesses using our software across the globe. Our aim is to capture 25% of the market globally — that’s one million businesses and a billion-dollar company. We’re continuing to grow and are excited to add a new member to the team. You’ll join a group of highly motivated individuals working together to help Phorest grow even faster. The Opportunity As our Director, Customer Operations , North America, you’ll play a critical leadership role in shaping how we deliver an exceptional customer experience for our salons and medspas across the region. Reporting to the General Manager, North America, you’ll lead our Onboarding, Support, and Pay Operations functions, ensuring customers receive a consistent, high-quality experience from implementation through to ongoing support. This is an opportunity to lead at both a strategic and operational level. You’ll translate our North America growth ambitions into clear operational plans, build scalable ways of working, strengthen leadership capability across the teams, and use data and insight to continuously improve how we operate. You’ll work closely with Customer Success, Sales, Product, Finance, People and Global Operations, connecting the dots across the customer journey and ensuring our post-sales organisation can scale effectively as Phorest continues to grow.

Requirements

8+ years’ experience across operations, customer operations, support, onboarding, implementation, customer success operations or a related post-sales leadership environment.
Experience within SaaS, technology or another fast-paced, customer-led environment is strongly preferred.
Proven experience leading managers and scaling operational teams in a fast-paced organisation.
Experience establishing and managing operational KPIs, performance reporting, capacity planning and continuous improvement programmes.
Strong commercial acumen and an understanding of how operational performance connects to growth, retention, cost, productivity and customer value.
The ability to use data and insight to identify trends, diagnose problems and turn them into clear actions and recommendations.
Experience improving processes and building scalable operating models as an organisation grows.
Strong change leadership skills, with the ability to bring teams and managers through change with clarity and empathy.
Excellent communication and stakeholder management skills, including the confidence to influence and constructively challenge senior leaders.
A highly collaborative approach and the ability to work effectively across regional and global teams.

Responsibilities

Lead North America operations, with overall responsibility for the performance of our Onboarding, Support, and Pay Operations functions.
Translate regional business goals into clear operational priorities, KPIs, plans and team objectives.
Partner closely with the General Manager and North America leadership team to identify opportunities, risks and areas where we can improve performance.
Ensure Onboarding, Support, and Pay Operations are aligned with our regional growth, retention, customer experience and efficiency goals.
Build scalable operating models that enable us to grow customer volumes while maintaining service quality and a strong employee experience.
Own operational performance across Support, including response and resolution times, customer satisfaction, quality, productivity and overall service delivery.
Lead the performance of Onboarding, improving areas such as time to onboard, customer readiness, implementation quality, capacity and customer satisfaction.
Use customer feedback and operational data to identify trends, root causes and opportunities to improve the customer journey.
Lead, coach and develop Onboarding, Support, and Pay Operations managers, creating clear expectations and building strong leadership capability and accountability across the region.
Establish effective operating rhythms, dashboards and performance reviews, giving regional leadership clear visibility of performance and priorities.
Lead workforce and capacity planning in partnership with Finance and People, ensuring teams are structured and resourced effectively.
Partner closely with Customer Success, Sales, Product, Education and Global Operations to strengthen handoffs and deliver a joined-up customer experience.
Identify and lead continuous improvement initiatives across processes, workflows, documentation and tooling.
Explore how automation, AI and data insights can improve productivity and scalability while protecting both the customer and employee experience.
Lead teams effectively through change, ensuring improvements are clearly communicated, well implemented and deliver measurable results.
Build a culture of continuous improvement where teams are empowered to identify and implement better ways of working.