Director, Customer Operations

Summary

Join Jellyvision ALEX®, a company focused on improving lives by helping people choose and use their benefits, as the Director, Customer Operations. Lead and build the Customer Operations team, driving internal planning and management of operational activities throughout the customer journey. Collaborate with other departments, troubleshoot complex issues, and provide support across all service levels. Develop and execute a strategic plan aligning with the company vision, identifying and resolving systemic issues impacting delivery and customer satisfaction. Partner with other team leaders to drive efficiencies and shape the company roadmap. Success will be measured by team performance, customer satisfaction metrics, and the achievement of company growth goals.

Requirements

• 5+ years of experience successfully managing employees in an Implementation or Project Management environment, preferably in the HR or SaaS space
• In addition to 5+ years management experience, a successful track record implementing and onboarding Enterprise customers in a customer-facing role
• An innate curiosity to know what makes each of your direct reports tick, and an insatiable need to help each of them—and the team overall—succeed
• A knack for developing positive relationships across the organization to drive influence and align teams with cross-functional initiatives
• A willingness to operate and make decisions in the absence of clear data, and an ability to pivot quickly and keep your team motivated as business needs change

Responsibilities

• Lead the day-to-day activities of the team
• Manage and mentor a high-performing team of 3-5 managers, fostering both accountability and growth
• Own the process and execution of complex implementations, ensuring our team delivers with speed, precision, and quality
• Set the tone for a culture of operational excellence, emotional intelligence, and customer-centered thinking
• Own and execute a strategic plan for the department that supports the company vision
• Identify and resolve systemic issues that impact delivery, customer satisfaction, and internal efficiency
• Use your deep product and industry expertise to proactively de-risk projects and minimize escalations
• Navigate change with clarity, drive and compassion, coaching your team through transitions and strategic shifts effectively
• Partner with leaders on other teams to drive efficiencies, customer experience, individual performance, and future strategy
• Act as a key stakeholder with Product, Technology, Customer Success and Revenue, making sure implementation insights shape our roadmap
• Be the voice of customers, partners, brokers, and your internal stakeholders, driving cross-functional alignment and resolving competing priorities through influence and evidence
• Own the feedback loop between what we promise in the sales process, and what we deliver during implementation

Benefits

• Location : Remote
• Starting Salary: $125,000 - $138,000