Director of Customer Operations

Singapore Post•Miami, FL

About The Position

The Director of Customer Operations will be a strategic partner to the CCO, global Customer (Account Management, Lifecycle Services & Support) teams, and the Customer Marketing team. The director manages a small team of operations analysts, providing key insights to stakeholders using operational and financial metrics.

Requirements

Business Acumen - Knows how a business works. Committed to the success of the company and customers. Big picture mindset. Understands how different functions interrelate.
Administration - Effectively manages and organizes tasks and responsibilities. High attention to detail. Completes tasks in a timely and accurate manner. Able to prioritize and manage time well.
Decision Quality - Able to make sound decisions that keeps the organization moving forward. Uses data and business insights. Avoids 'groupthink'. Is rational and objective, and takes into account ethical and moral considerations.
Drive For Excellence - Pursues high standards and exceptional performance. Motivates others to do their best and achieve goals. Take ownership of their work and inspire others through their commitment to excellence.
Global Perspective - Understands a global business with consideration for the factors surrounding this. Considers diverse perspectives and understands how they influence global dynamics.
Influence - Relationship building. Persuasion skills. Credibility. Uses data to support arguments. Able to identify who has influence on decisions. Maintains good relationships with internal network.

Responsibilities

Coordinate across functions to optimize operations and remove friction in the customer & customer marketing organizations, optimizing returns on investment
Own business inspections, root cause and corrective actions, weekly “run-the-business” meetings and quarterly business reviews
Conduct ad-hoc analysis of business and customer data
Liaise with Finance on budgets and then translate them to operational targets for the Customer & Customer Marketing teams
Drive the Customer ‘go-to-market’ plan, to include capacity planning, compensation plan design, quotas and operational target setting to ensure targets are achieved
Develop a deep understanding of Customer segments and metrics, historical trends and attainment vs. our plan and operational targets
Ensure that customer retention and growth is predictable and on target by tracking daily and weekly progress vs. business targets
Enable our Chief Customer Officer & Chief Marketing Officer to efficiently manage and scale their business

Benefits

Responsible Time Off
Comprehensive medical, dental, vision package with 100% employer paid options
Health Savings Account
Flexible Spending Account
Critical Illness Insurance
Hospital Insurance
Accident Insurance
Life Insurance and AD&D
Disability Insurance
Wellness Challenge App
Diabetes Prevention App
Health Hub App
401k/Retirement Plan with 6% employer match
Generous Parental Leave Program
Paid Volunteer Leave Days
Public Holiday Exchange Scheme
Talent Referral Program
Diverse training & internal networking opportunities across all of our product lines
Opportunities for career progression and development
Service recognition awards