Sr. Director of Operations

Playlist

3d•Remote

About The Position

At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections. Sr Director of Operations The role you’ll play As Sr Director of Operations, you’ll lead global operations to ensure seamless delivery, scalability, and efficiency across Playlist’s platform. This executive role is central to driving operational excellence, cost effectiveness, and customer satisfaction, while supporting product growth and expansion into new markets.

Requirements

10+ years of experience in operations leadership within SaaS or technology environments
5+ years leading senior teams and complex, cross functional programs with clear outcomes
Experience overseeing onboarding, implementation, customer success, data migrations, and vendor management functions
Proven ability to scale SaaS operations, optimize workflows, and implement automation tools that improve efficiency and service quality
Strong understanding of fitness business models including boutique studios, franchises, and enterprise chains
Hands on experience with learning management systems, ticketing systems, knowledge bases, and chatbot technologies
Familiarity with Jira, Slack, Confluence, Twilio, CRMs, and analytics platforms

Nice To Haves

International operating experience is a plus, as is experience in early stage, high growth SaaS and deep exposure to data migration challenges

Responsibilities

Set and execute an operations strategy that improves service delivery, scalability, and the customer experience across our studio management system, automated marketing platform, payment processing, fitness performance system, and analytics and business insights
Define and own operational KPIs including uptime, retention, SLA performance, and response times, using data to prioritize and deliver measurable improvements
Build scalable operating rhythms across cross functional teams, aligning operations with business goals and product direction
Identify and implement automation opportunities to streamline workflows, reduce manual work, and increase reliability at scale
Lead vendor and partner management across technology vendors, service providers, and third party integrations, ensuring quality, cost effectiveness, and accountability
Oversee onboarding, implementation, data services, and customer success to deliver a consistent, high quality customer lifecycle from launch through renewal
Improve support scalability through self service experiences such as chatbots, knowledge bases, learning management systems, and ticketing systems
Drive data migrations and internationalization readiness by improving migration speed and accuracy, supporting multi language and multi currency delivery, and partnering on compliance needs (including GDPR and PCI)