Director of Business Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Business Operations - Customer Success based in United States.

• Establish and lead the Business Operations function supporting Customer Success, defining clear responsibilities, processes, and operating mechanisms across Support, Technical Success, and Professional Services.
• Develop and maintain the organization's operating cadence, including Monthly Business Reviews, Quarterly Business Reviews, Annual Operating Planning, and executive performance reviews.
• Partner with Finance and Customer Success leadership on resource management, capacity planning, investment prioritization, budgeting, and P&L management.
• Lead headcount planning, budget visibility, investment tracking, and other operational processes that enable informed and data-driven business decisions.
• Build and operationalize KPIs, dashboards, reporting frameworks, and performance insights that provide clear visibility into business health, team performance, and operational efficiency.
• Establish scalable processes and business rhythms for a newly created function, continuously refining them as the organization grows and evolves.
• Partner with cross-functional stakeholders to identify operational challenges, develop solutions, and improve the effectiveness of post-sales operations.
• Apply AI, automation, and advanced analytics where appropriate to improve workflows, business visibility, decision-making, and customer outcomes.
• Lead and develop high-performing team members, providing direction, mentorship, and support for professional growth.
• Balance strategic leadership with hands-on execution, taking ownership of complex or ambiguous problems and driving them toward practical, measurable outcomes.

• 8+ years of experience in Business Operations, preferably supporting post-sales functions such as Customer Success, Customer Support, or Professional Services.
• Demonstrated experience leading teams and developing high-performing professionals within operational or business management environments.
• Proven ability to build a new function, operating model, or business process within a growing or evolving organization.
• Strong experience with business planning, resource and capacity management, P&L management, KPI development, executive reporting, and operating cadences.
• Strong understanding of customer journeys and the operational requirements of post-sales organizations within high-growth B2B SaaS or technology environments.
• Demonstrated curiosity and hands-on exploration of AI tools, with the ability to integrate emerging technologies into workflows and problem-solving.
• Experience partnering closely with Finance on budgets, headcount planning, investment decisions, and business performance reviews.
• Excellent analytical and problem-solving abilities, with a strong data-driven approach to decision-making.
• Ability to operate effectively in ambiguity, create structure where none exists, and move initiatives from strategy through execution.
• Strong executive communication and stakeholder-management skills, with the ability to build trust through clarity, candor, accountability, and follow-through.
• An ownership mindset, strong sense of urgency, and willingness to take responsibility for outcomes rather than simply activities.
• A growth mindset and commitment to continuous learning, feedback, process improvement, and team development.
• Preferred: experience applying AI, automation, or advanced analytics to improve post-sales operational efficiency and customer outcomes.
• Preferred: experience establishing or scaling Monthly Business Reviews, QBRs, and Annual Operating Planning processes across multiple post-sales functions.

• Remote work in the United States.
• Base salary of $175,000–$250,000 USD, excluding applicable bonus, commission, or equity.
• Comprehensive health plan options to support employees and their families.
• Vacation and sick time through dedicated time-off programs.
• Parental leave options.
• Retirement savings options.
• Education reimbursement to support continued professional development.
• Additional in-office perks and employee benefits.
• An inclusive, collaborative environment focused on customer obsession, ownership, accountability, and high-impact work.
• Opportunities to work with emerging AI and intelligent technologies while helping shape scalable operations within a high-growth technology environment.