Director of Operations

Frontsteps•Denver, CO

About The Position

The Director of Operations will lead the strategic and operational direction of FRONTSTEPS’ SaaS implementation initiatives. This role is responsible for ensuring customer success through scalable, AI-informed implementation methodologies and best-in-class customer training programs. The ideal candidate will have a proven track record of leading high-performing SaaS implementation teams, leveraging artificial intelligence and automation to enhance operational efficiency, and delivering measurable results that elevated the customer experience. Your strategic insights will play a pivotal role in shaping the future of our professional services offering, and your leadership will be instrumental in fostering a collaborative, results-driven team environment.

Requirements

Bachelor's degree in business or related field, or equivalent experience.
7+ years of experience leading SaaS implementation or professional services teams with a high-volume project load, including measurable success in scaling operations.
Proven expertise in customer education, enablement, and training design.
Experience implementing AI and automation strategies to improve operational efficiency or customer experience.
Strong analytical skills and ability to leverage data visualization and AI tools to make strategic recommendations.
Deep understanding of customer journey optimization, from onboarding through renewal.
Excellent leadership and cross-functional collaboration skills.
Strong Executive presence, communication, organizational, and problem-solving abilities.

Nice To Haves

Knowledge of HOA/Community Management preferred.
Knowledge of accounting and GAAP preferred.

Responsibilities

Lead and evolve a high-performance SaaS Professional Services organization that leverages AI and data-driven insights to accelerate time-to-value and reduce cost-to-implement.
Build and develop a best-in-class implementation team by actively promoting strategic thinking and leveraging processes, tools, and education that enable revenue growth by increasing fees charged for our professional services offering.
Design and lead scalable customer education and enablement programs that drive product adoption and retention, supported by modern training delivery methods (e.g., digital learning platforms, AI-assisted onboarding).
Partner cross-functionally with Product, Engineering, and Customer Success to create unified customer journeys and leverage AI insights to predict needs, personalize engagements, and enhance satisfaction.
Provide mentorship and guidance to team members to enhance their individual and collective performance.
Handle customer escalations, collaborating across departments for swift issue resolution.
Own and evolve the success metrics for the Professional Services organization, including AI-augmented forecasting models for capacity, implementation of velocity, and customer ROI.
Ensure timely updates of tasks/projects to facilitate accurate reporting on Mean Time to Implement (MTTI).
Continuously identify opportunities to integrate automation, machine learning, and predictive analytics into implementation processes to optimize cost structures and resource allocation.
Develop and execute an AI strategy within Professional Services to drive automation in onboarding workflows, customer insights, and implementation of quality monitoring.
Integrate customer feedback loops and sentiment analysis tools to continuously improve customer experience and training effectiveness.
Champion a data-first culture within the implementation team, ensuring decisions are grounded in measurable customer and operational outcomes.
Encourage and drive a culture of continuous improvement within the Professional Services team.
Prioritize customer needs and satisfaction in the implementation process, ensuring proactive engagement and resolution.
Performs other duties as requested by management.