Director, Customer Operations

About Our ClientOur client is seeking a Head of Customer Operations to scale how the platform is brought to customers with efficiency and effectiveness. This role is critical to ensuring that every customer receives value quickly — while optimizing internal time and resources. You will hire and lead a new team that sets operations up for scale, bringing traditional operational rigor (e. g. , process playbooks, global delivery models) alongside AI-native automation to drive internal scalability and improve delivery metrics.

ResponsibilitiesLead the evolution of the customer delivery model across a team of Solutions team members, focusing on scalability, consistency, and efficiencyDefine and scale implementation playbooks across onboarding, data ingestion, configuration, and trainingStandardize delivery workflows using AI agents, automation, templates, and cross-functional teams to improve gross margin and reduce cost-to-servePartner with CEO, customer-facing P&L leaders, and teams to define ROI-positive delivery strategies across customer tiersIdentify and execute opportunities to shift implementation tasks to strategic global locationsWork closely with product and engineering to build internal tools that enable faster, more effective deploymentsLead analytics to measure delivery performance (e. g.

, deployment velocity, time-to-value, hours per account)Create systems to monitor customer usage, adoption, and ongoing solution healthDesign training and onboarding materials that upskill team members and improve consistency across deploymentsDrive experimentation with GenAI (e. g.

, GPTs, agents) to reduce manual work across implementation and support workflowsRequirements6+ years of experience in enterprise software delivery, post-sales operations, or scaled customer implementation, preferably in a data-intensive SaaS environmentProven ability to design operational systems that deliver measurable efficiency and margin improvementsExperience leading cross-functional programs involving engineering, product, and customer teamsFamiliarity with enterprise software configuration and customer data workflowsTrack record of working with or managing global delivery or offshore support teamsStrategic thinker with strong execution skills — comfortable moving between frameworks and tactical implementationA systems builder mindset — motivated by designing scalable, repeatable workflows from the ground upComfortable working in a fast-paced startup environment with evolving priorities and ambiguityWhy the Hiring CompanyJoin a fast-growing, early-stage startup with the chance to make a significant impact from day oneThe company culture puts people firstCompetitive compensation, meaningful equity, and benefits packageCareer development and leadership opportunitiesWork within an interdisciplinary team that prizes collaboration and diversity of thinkingCompensation$180K – $210K • Offers EquityNote:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS. ”