Director, Customer Operations

Job Description

The Director, Customer Operations will lead the service operating model that improves how customers onboard, receive support, and navigate service issues across Resideo’s service offerings. This role will shape the processes, routines, tools, and performance measures that improve service quality, simplify the customer experience, and help Resideo scale service offerings more effectively. The leader will connect customer needs, service performance, and day-to-day operational realities into practical improvements across service offerings.

• Lead the customer operations framework that connects onboarding, account maintenance, operational handoffs, and service account processes into a consistent customer experience.
• Manage daily account maintenance and operational support processes, especially for Security customers, ensuring account updates, service changes, customer records, and recurring issues are handled consistently and accurately.
• Lead resolution of recurring customer issues by identifying patterns across systems, services, processes, and support teams, while translating customer feedback and service performance trends into recommendations that inform service offering improvements, process improvements, and support model changes.
• Build and maintain operating playbooks, process standards, dashboards, and operating routines that create consistency, visibility, accountability, and a clear path for teams to follow when services offered or processes change.
• Partner with Sales, Product, Marketing, Operations, Technical Support, Security Services, and other customer-facing teams to align pre-sale expectations, post-sale execution, operational handoffs, and service support.
• Define, monitor, and use customer operations KPIs and issue trends to identify account support volume, onboarding effectiveness, service friction, operational risks, productivity, customer experience measures, and improvement priorities.
• Lead escalation and collaboration meetings with cross-functional leaders and executives, providing clear operational insights, risks, and recommendations to support service priorities and decisions.
• Lead customer operations programs that simplify work, improve service quality, reduce manual effort, and support adoption of new services, processes, tools, AI, automation, and system improvements that make service operations more efficient, scalable, and easier for teams and customers to use.
• Manage, coach, and develop the customer operations team, including prioritization, workload management, performance expectations, change leadership, and cross-functional execution.

• 7+ years of experience leading customer operations, enablement, sales operations, service operations, or related customer-facing operational roles in complex B2B or B2B2C organizations.
• 5+ years of people leadership experience, including coaching, prioritization, performance management, and team development.
• Experience supporting customer onboarding, account maintenance, service handoffs, operational issue resolution, customer-facing process improvement, and change adoption.

• Strong program management and analytical skills, with the ability to lead cross-functional initiatives and use customer, account, service, and operational data to identify trends, risks, and improvement opportunities.
• Excellent communication and stakeholder management skills across Sales, Product, Operations, Technical Support, Security Services, and customer-facing teams.
• Experience in connected services, smart home, security, HVAC, building technology, subscription services, software-enabled services, or other technology-enabled service environments.
• Experience translating customer feedback, account issues, and service…