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Senior Director of Business Operations
Senior Director of Business OperationsRightRez • Miami, FL, US
Senior Director of Business Operations

Senior Director of Business Operations

RightRez • Miami, FL, US
[job_card.30_days_ago]
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  • [job_card.full_time]
  • [filters.remote]
[job_card.job_description]

The Senior Director of Business 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.

  • 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.
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Senior Director of Business Operations • Miami, FL, US

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