Director of Customer Operations

Eventeny

7d•$90,000 - $100,000•Remote

About The Position

We are seeking an experienced and strategic Director of Customer Operations to lead and scale our customer experience organization. This individual will oversee both the Community Engagement Specialists (CES) and Customer Support teams, driving strategies across customer success, support, and account management to ensure retention, satisfaction, and revenue growth. The ideal candidate will bring a proven track record of leading high-performing teams, improving cross-functional processes, and delivering exceptional customer experiences across Eventeny..

Requirements

Bachelor’s or Master’s degree in business or related field (MBA preferred)
8+ years in SaaS customer-facing roles, with 3+ years leading multiple teams including Support, Account Management, and Customer Success
Experience owning customer journey strategy and operational delivery
Proven leadership in hiring, coaching, and developing managers
Strategic thinker with experience scaling support, success, or account functions
Empathetic communicator with strong executive presence and cross-functional influence
Highly analytical and process-driven, with experience leading team-wide OKRs or KPIs
Strong financial acumen and experience managing departmental budgets
Deep knowledge of tools like HubSpot, Zendesk, and customer success platforms
Experience overseeing complex customer relationships and renewals
Proven ability to lead change and manage through ambiguity
Passion for the event industry and alignment with Eventeny’s mission

Responsibilities

Strategic leadership: Lead and coach CES, Customer Support, and Account Management teams. Hire, mentor, and grow high-performing managers and individual contributors.
Vision & goals: Set strategic direction and performance goals aligned with company-wide initiatives. Translate company priorities into operational team plans.
Customer insights & outcomes: Use data to track retention, satisfaction, and customer growth. Implement frameworks to increase feature adoption and lifetime value.
Cross-functional alignment: Collaborate with Product, Sales, and Marketing to prioritize initiatives that impact onboarding, usage, upsells, and renewals.
Operational excellence: Build and refine playbooks, systems, and workflows to scale customer operations across multiple functions.
Escalation & risk management: Oversee processes for managing customer escalations and proactively mitigate risk.
Voice of the customer: Partner with Product and Engineering to influence roadmap priorities through customer feedback.
Enablement & training: Develop and manage success content, support documentation, internal training, and knowledge bases to drive scalable education.
Executive reporting: Own reporting for leadership on KPIs, NPS, churn risks, and expansion opportunities.
Budgeting & planning: Lead annual planning and budgeting for CES and support orgs, including headcount forecasting and resource allocation.
External representation: Represent Eventeny at customer events, conferences, and industry panels.
Change management: Lead cross-functional change initiatives that improve customer outcomes and internal efficiencies, with a focus on strategic execution and adoption across teams.
Executive stakeholder collaboration: Partner closely with the CEO, COO, and leadership team to define customer-centric strategies and represent customer operations in strategic planning sessions.
Compliance and risk oversight: Maintain alignment between customer operations and all legal, compliance, and data protection standards.
Organizational design & scalability: Drive organization design initiatives, including roles, responsibilities, and career pathing for CES, Customer Support, and Account Management functions.
Retention and lifecycle strategy: Develop lifecycle engagement strategies to reduce churn and increase renewal rates, working with Growth and Product teams to optimize moments that matter.

Benefits

Flexible schedule – work around your life and your needs; we don’t count your hours.
Unlimited Paid Time Off – yes, really!
Fully remote.
Comprehensive health insurance.
Vision and dental insurance.
Group life Insurance.
Quarterly employee bonuses.
401K retirement plan.
Yearly company retreat.
Potential for customer event access.
Company-provided laptop and general office supplies.