Senior Director, Customer Operations

Priority Technology Holdings, LLC•Alpharetta, GA

4h•$139,000 - $150,000

About The Position

The Senior Director of Customer Operations is a key leadership role responsible for driving executional excellence, cross-functional alignment, and scalable growth across critical post-sale functions for SMB acquiring customers and partners. Reporting to the Head of Customer Success, this role will lead a multi-disciplinary team spanning Customer Solutions, Partner Onboarding, Strategic Account Management, and Sales Support. This individual will serve as a key thought partner in the modernization of our customer lifecycle and will be instrumental in delivering operational success for both enterprise clients and high-value partners.

Requirements

7+ years in customer-facing operations, customer success, or service delivery leadership roles, preferably in fintech, SaaS, or enterprise technology.
Proven success in leading large, cross-functional teams and managing complex enterprise or partner ecosystems.
Deep understanding of implementation, onboarding, customer operations, and revenue enablement.
Experience with Salesforce, customer onboarding tools, and project management frameworks.
Executive presence and the ability to communicate effectively with C-level stakeholders and external partners.
Data-driven mindset with a focus on KPIs, performance optimization, and operational scalability.

Nice To Haves

Experience in the payments, merchant services, or fintech industries.
Proficiency with Microsoft Office, Google Workspace, and customer support tools.
Familiarity with MX™ Merchant, MX™ Connect, and PCI compliance support.
Ability to work collaboratively across departments and build strong internal relationships.
Attention to detail, accuracy, and a drive for continuous improvement.

Responsibilities

Serve as a senior leader within the Customer Success organization, responsible for operationalizing post-sale customer engagement strategy.
Build and lead a high-performing, multi-team organization, ensuring clarity of goals, strong accountability, and seamless execution across functions.
Partner closely with Product, Sales, Enterprise Operations, and Technology teams to ensure alignment and efficiency in customer and partner journeys.
Lead change management efforts to support scalability and modernization of service delivery.
Oversee the team responsible for enterprise-level client implementations and strategic revenue enablement programs.
Drive successful onboarding and activation of enterprise customers and partner-specific initiatives, ensuring timely and high-impact conversion to revenue.
Build repeatable frameworks and processes to accelerate delivery and reduce time-to-value
Lead the Partner Onboarding team in delivering white-glove activation for new ISVs, PayFacs, and ISO partners, including system setup, platform training, and initial success planning.
Oversee Strategic Account Managers responsible for the ongoing operational success of our top-tier partners and enterprise merchants.
Foster strong, consultative relationships that maximize retention, satisfaction, and growth within the existing partner ecosystem.
Lead the Sales Support function to ensure real-time, high-quality operational support for our direct sales organization.
Drive continuous improvement in deal velocity, accuracy, and responsiveness through tooling, training, and team readiness.