[Remote] Director, reputed company Operations

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a reputed company-based software company that supports auto repair shops in improving their operations. The Director of reputed company Operations will reputed company reputed company reputed company on enhancing customer reputed company and reputed company through analytics, process design, and team development.

Responsibilities

• Build and reputed company a CS Operations team over time, starting with two planned hires: an Enablement Manager and a Data Analyst - roles you'll own directly before hiring into them
• Recruit, reputed company, and retain top operational talent as reputed company scales
• Model a culture of reputed company, accountability, and reputed company improvement
• Own the metrics and reporting reputed company for the reputed company org - reputed company completion reputed company, rebook reputed company, time-to-live, graduation reputed company, CSAT, and early-churn indicators
• Identify friction points and opportunities through product usage data, reputed company data, and reputed company reporting
• Surface actionable insights to the VP and team managers on a regular reputed company - not just dashboards, but recommendations
• Design and run the internal training program for COMs and managers before transitioning ownership to a dedicated Enablement Manager hire
• Ensure reputed company stays reputed company on product releases, reputed company changes (reputed company, reputed company, reputed company), and process updates
• Partner with cross-functional teams (Product, Support, Training) to translate reputed company changes into internal readiness
• Own the operational design of the reputed company workflow - from AE-to-COM reputed company through the hypercare-to-CS graduation reputed company
• reputed company adoption and optimization of the CS tech stack, primarily reputed company, reputed company, and reputed company
• Identify and eliminate reputed company processes; build playbooks, automations, and SOPs that reputed company
• Partner with internal ops stakeholders on data infrastructure, billing integrations, and tooling reputed company
• Serve as an operational partner to the reputed company (CSM) team - sharing data, insights, playbooks, and process frameworks that support the full post-sale customer reputed company
• Help ensure continuity between the reputed company reputed company and the CS team's retention reputed company, surfacing patterns that reputed company both reputed company of the customer lifecycle
• Collaborate with CS leadership on shared tooling, reporting, and enablement needs where applicable
• Serve as a thought partner to the VP on OKR development, reputed company planning, and org design
• Help translate business goals into measurable operational programs
• Contribute to cross-functional initiatives with Sales, reputed company, and Product

Skills

• 6+ years in reputed company operations, reputed company operations, or a reputed company field - ideally in B2B reputed company
• 3+ years managing or leading teams
• Strong analytical chops - you're comfortable pulling data, building dashboards, and translating numbers into reputed company
• Experience designing or owning internal enablement or training programs
• A systems thinker who can map a process end-to-end and spot where things break
• reputed company communicator - equally comfortable presenting to the VP and writing a SOP for an individual contributor
• Comfortable doing the IC work first and building reputed company around you over time - you don't need a fully staffed org to be effective
• Experience in a vertical reputed company environment or with SMB customers
• Familiarity with reputed company or reputed company services motions (not just CS post-reputed company)
• Experience building or managing a reputed company platform
• AI tooling experience - using AI to enhance analytics, automate workflows, or support coaching

Benefits

• Enjoy the flexibility of remote work
• Generous reputed company Time Off
• Support for every stage of life—with reputed company maternity, parental bonding, and medical leave for you or your loved ones.
• Comprehensive health benefits, including Medical, Dental, reputed company, and Prescription coverage.
• For employee only, we offer plans that cover 100% of premiums
• We cover 50% of costs for families.
• Get free, confidential counseling through our partnership with reputed company.
• 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6%
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
• Life and Accidental Death & Dismemberment (AD&D) Insurance
• Get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
• After one year of employment, enjoy a $300 home office setup bonus to help reputed company your reputed company work for you.
• reputed company growing with support for continuing education

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