The Senior Director of Operations will play a critical leadership role, driving operational excellence and ensuring our customers receive consistent, high-quality service. This individual will lead Customer Success, Customer Support, and Implementations, working closely with the CEO and cross-functional leaders to scale processes, improve retention, and support product adoption.

This is a high-impact, strategic, and hands-on role for a senior operator who thrives in a fast-growing, customer-centric SaaS environment.

Key Responsibilities

Operational Leadership

Lead, mentor, and develop the Customer Success, Customer Support, and Implementations teams.
Establish and refine operational processes to improve service delivery, customer onboarding, and issue resolution.
Set KPIs, track performance, and ensure teams are aligned with company goals.
Foster a culture of accountability, ownership, and continuous improvement.

Customer Success & Retention

Oversee Customer Success strategy to drive renewals, satisfaction, and long-term partnerships.
Implement best-in-class playbooks for onboarding, adoption, upsell readiness, and lifecycle management.
Build strong executive relationships with customers and serve as an escalation point for strategic accounts.

Customer Support Operations

Ensure high-quality, timely, and efficient support delivery with measurable SLAs and customer experience metrics.
Optimize support workflows, tiering, documentation, and knowledge base practices.
Lead initiatives to improve resolution times, reduce ticket volume, and enhance support automation.

Implementations & Project Delivery

Own the end-to-end implementation framework for new customers.
Ensure projects are delivered on time, within scope, and with exceptional customer experience.
Partner with Product and Engineering to address onboarding challenges and streamline integrations.

Cross-Functional Leadership

Collaborate closely with Product, Engineering, and Sales to ensure strong alignment between customer needs and product development.
Inform roadmap decisions with customer insights, usage patterns, and operational trends.
Represent Operations leadership in executive discussions and strategic planning.

Requirements:

5+ years of experience in Operations, Customer Success, or Service Delivery roles within SaaS, travel tech, or enterprise software.
3+ years of experience managing leaders or multi-disciplinary teams.
Proven success scaling post-sales operations in a high-growth environment.
Strong knowledge of customer lifecycle management, support operations, and implementation methodologies.
Data-driven decision-maker with strong analytical and process-improvement skills.
Excellent communication, executive presence, and relationship-building skills.
Experience working remotely and leading distributed teams.
Travel industry or GDS/automation experience with flights — strong advantage.

RightRez (A Mize Company)

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Senior Director of Operations