Director of Customer Operations

Job Context

The Director of Customer Operations will be the strategic partner to the CCO, global Customer (Account Management, Lifecycle Services & Support) teams and the Customer Marketing team. The director manages a small team of operations analysts, providing key insights to stakeholders using operational and financial metrics.

• Coordinate across functions to optimize operations and remove friction in the customer & customer marketing organizations, optimizing returns on investment.
• Own business inspections, root cause and corrective actions, weekly “run‑the‑business” meetings and quarterly business reviews.
• Conduct ad‑hoc analysis of business and customer data.
• Liaise with Finance on budgets and translate them to operational targets for the Customer & Customer Marketing teams.
• Drive the Customer ‘go‑to‑market’ plan, including capacity planning, compensation plan design, quotas and operational target setting to ensure targets are achieved.
• Develop a deep understanding of Customer segments and metrics, historical trends and attainment vs. our plan and operational targets.
• Ensure that customer retention and growth is predictable and on target by tracking daily and weekly progress vs. business targets.
• Enable the Chief Customer Officer & Chief Marketing Officer to efficiently manage and scale their business.

• Business Acumen – Knows how a business works. Committed to the success of the company and customers. Big picture mindset. Understands how different functions interrelate.
• Administration – Effectively manages and organizes tasks and responsibilities. High attention to detail. Completes tasks in a timely and accurate manner. Able to prioritize and manage time well.
• Decision Quality – Able to make sound decisions that keep the organization moving forward. Uses data and business insights. Avoids groupthink. Is rational and objective, and takes into account ethical and moral considerations.
• Drive for Excellence – Pursues high standards and exceptional performance. Motivates others to do their best and achieve goals. Takes ownership of work and inspires others through commitment to excellence.
• Global Perspective – Understands a global business with consideration of the factors surrounding this. Considers diverse perspectives and understands how they influence global dynamics.
• Influence – Relationship building, persuasion skills, credibility. Uses data to support arguments. Identifies who has influence on decisions. Maintains good relationships with internal network.

• Responsible Time Off
• Comprehensive medical, dental, vision package with 100% employer paid options
• Additional benefits including Health Savings Account;
  Flexible Spending Account;
  Critical Illness Insurance;
  Hospital Insurance;
  Accident Insurance;
  Life Insurance and AD&D; and Disability Insurance available to purchase
• Wellness Challenge App, Diabetes Prevention App, and Health Hub App
• 401k/Retirement Plan with 6% employer match
• Generous Parental Leave Program
• Paid Volunteer Leave Days
• Public Holiday Exchange Scheme
• Talent Referral Program – reward for referring a friend to join the team
• Diverse training and internal networking opportunities across all of our product lines
• Opportunities for career progression and development
• Service recognition awards

Simpro, Aro Flo, Big Change & Clock Shark are equal opportunity employers with a best‑of‑class onboarding program and supportive team environments. This means that we want everyone to feel welcome with us and to provide equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non‑performance factor.