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.
