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Senior Director of Operations
Senior Director of OperationsRightRez • Miami, Florida, USA
Senior Director of Operations

Senior Director of Operations

RightRez • Miami, Florida, USA
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  • [job_card.full_time]
[job_card.job_description]

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 .

    • Key Skills

    Risk Management,Negiotiation,Operational management,Smartsheets,Strategic Planning,Team Management,Budgeting,Leadership Experience,Program Development,Supervising Experience,Financial Planning

    Employment Type : Remote

    Experience : years

    Vacancy : 1

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