Director of Operations

Summary

Join Indigo Tech, a rapidly growing company under the Mindbody umbrella, as the Director, Customer Success and Implementation. You will be responsible for overseeing and optimizing global operations, ensuring seamless delivery, scalability, and efficiency across all aspects of the platform. This role is crucial in driving operational excellence, cost efficiency, and customer satisfaction while supporting product growth and market expansion. The ideal candidate will have extensive experience in SaaS, fitness technology, and enterprise software operations, along with expertise in customer lifecycle management, service delivery, and business scalability.

Requirements

• 10 years of relevant experience in operations management, SaaS, or technology companies
• 5 years in a senior leadership role, with a track record of managing complex projects and cross-functional teams
• Experience overseeing multiple departments, including onboarding, customer success, data migrations, and vendor management
• Proven ability to scale SaaS operations, optimize workflows, and implement automation tools
• Strong understanding of fitness business models, including boutique studios, franchises, and enterprise chains
• Deep experience with learning management systems, customer ticketing systems, knowledge bases, and chatbot technologies
• Familiarity with Jira, Slack, Confluence, Twilio, CRMs, and analytics platforms
• Strong leadership, problem-solving, and analytical skills

Responsibilities

• Develop and implement the operational strategy to optimize service delivery, scalability, and customer success
• Align operations with business objectives, ensuring efficiency across our studio management system, automated marketing platform, payment processing, fitness performance system, and analytics & business insights
• Define and track operational KPIs such as uptime, customer retention, SLA compliance, and response times
• Identify and implement automation tools to streamline workflows, reduce manual processes, and enhance efficiency
• Oversee relationships with technology vendors, service providers, and third-party integrations to ensure quality, reliability, and cost-effectiveness
• Negotiate contracts and manage ongoing vendor performance to meet business needs
• Collaborate with engineering and product teams to optimize integrations with external platforms (e.g., ESP, SMS providers, payment gateways)
• Lead onboarding and training teams to ensure customers are effectively integrated into the platform
• Oversee onboarding, implementation, data services, and customer success teams, ensuring high satisfaction, fast resolution times, and scalable support models
• Partner closely with support to implement customer self-service resources such as chatbots, knowledge bases, learning management systems, and ticketing systems to reduce operational costs while improving user experience
• Develop and oversee data migration strategies, ensuring efficient, seamless transitions for customers switching from other platforms
• Work closely with engineering, product, and customer success teams to improve the speed, accuracy, and reliability of migrations
• Address technical and operational challenges associated with data migration and platform integrations
• Manage the internationalization of service delivery, ensuring our operations support a global customer base
• Develop multi-language, multi-currency, and localized support strategies for international markets
• Ensure compliance with regional regulations, payment processing standards, and data privacy laws (e.g., GDPR, PCI compliance)
• Develop and manage operational budgets, optimizing cost structures while maintaining service excellence
• Identify opportunities for cost savings and efficiency improvements across all areas of operations
• Work with finance teams to forecast operational expenses and align spending with company growth

Preferred Qualifications

• International experience preferred
• Experience in early-stage, high-growth SaaS companies is a plus
• Understanding data migration processes and their technical and operational challenges is a plus

Benefits

• Work-from-home flexibility in a dynamic, results-driven environment
• Unlimited vacation policy with a focus on performance and output
• Competitive compensation and benefits in a rapidly growing company
• A culture that values autonomy, innovation, and diversity