Director of Technology Customer Operations

Director of Technology Customer Operations

New Meridian Corporation, located in Austin, TX seeks outstanding candidates for the Director of Technology Customer Operations. This remote position, reporting to the Chief Technology Officer, will support the New Meridian team in leading the end-to-end customer technology experience, spanning onboarding, ongoing technical support, and customer-facing program management. This role ensures customers successfully adopt, operate, and expand their use of the New Meridian’s technology platforms and assessment products while maintaining high satisfaction, reliability, and trust. The Director serves as a bridge between customers and internal technology, program, and product teams, translating customer technology needs into actionable plans and continuous improvements.

New Meridian is a non-profit, assessment design and development organization. We believe assessments should focus on skills that matter: critical thinking, deep understanding, and the ability to communicate ideas effectively. Developing these skills prepares students to adapt and thrive in a complex world. At New Meridian, we create high-quality assessments that measure these skills to ensure all students have access to valuable educational experiences.

Our team is marked by our passionate commitment to improving learning outcomes for students, our focus on empowering teachers, and our belief that high-quality assessments are a lever for expanding equity in education. We are recognized as leaders in assessment innovation driven by our desire to engage and solve complex problems and our willingness to go the extra mile for our customers.

WHO WE’RE LOOKING FOR:

Our ideal candidate has the following traits:

• An ability to get things done: You are results-driven, action oriented, and persistent. You are a master organizer and project planner who consistently looks ahead and anticipates needs before they arise. You take initiative and are action oriented.
• Creative mindset: You have the ability to quickly adapt and develop creative solutions to communication and logistics challenges. You are not easily discouraged.
• Emotional intelligence: You are highly self-aware and perceptive to the dynamics of key relationships. You are positive, empathetic, flexible, and curious. You naturally gain the respect of your colleagues through your authenticity, warmth, and competence.
• Trustworthy: You are highly ethical, principled, and mission driven, garnering the trust of colleagues and vendors. You exercise discretion and confidentiality.
• The ability to anticipate needs and preferences: You see in advance what a C-Suite executive requires and plans accordingly. Whatever it is, you have already identified the need and addressed it. You will learn to think like your CEO and C-suite and how they process information. This helps you know how to speak and act on the CEO's behalf, allowing them to serve as the chief executive's surrogate at meetings when needed.

Customer Technology Program Management

• Own the customer technology engagement model from contract signature through steady-state operations.
• Act as executive sponsor for major customer technology programs, ensuring milestones, risks, and dependencies are actively managed.
• Establish standardized program governance, including kickoff, success metrics, escalation paths, and regular health reviews.
• Partner with Product, Engineering, Security, Assessment Design & Development (Content and Psychometrics), and other delivery teams to align roadmaps with customer needs and commitments.

Customer Onboarding & Implementation

• Lead and continuously improve the customer technical onboarding framework, ensuring predictable, efficient, and high-quality implementations.
• Oversee environment setup, integrations, data onboarding, access controls, and readiness validation.
• Ensure onboarding includes security, compliance, and operational readiness appropriate to customer requirements.
• Define and track onboarding success metrics such as time-to-value, defect rates, and customer readiness.

Technical Support & Operations

• Own Technology Tier 0 (Self Service), Tier 2 (Technical Support), and Tier 3 (Expert) strategy, processes, and performance.
• Ensure timely resolution of incidents, problems, and service requests in alignment with SLAs and customer expectations.
• Drive root cause analysis and systemic fixes in collaboration with Engineering and Platform teams.
• Establish support playbooks, runbooks, and knowledge management practices to improve consistency and efficiency, including the use of agentic AI.

Customer Advocacy & Continuous Improvement

• Serve as the voice of the customer within Technology, advocating for reliability, usability, and operational excellence.
• Translate recurring customer issues into prioritized improvement initiatives.
• Lead post-incident reviews and customer-facing communications for major events.
• Support customer renewals and expansions by demonstrating operational excellence and proactive partnership.

Leadership & Team Development

• Build, lead, and mentor a high-performing Technology Customer Operations organization, including program/project managers, onboarding specialists, and technical support analysts.
• Define roles, career paths, and performance expectations.
• Foster a customer-first, accountability-driven culture grounded in clear ownership and collaboration.

Reporting & Metrics

• Define and report on KPIs such as onboarding cycle time, support response and resolution times, customer satisfaction, and platform stability.
• Provide executive-level visibility into customer health, risks, and trends.

REQUIREMENT AND EXPERIENCE:

Preferred Qualifications

SALARY AND BENEFITS:

We offer a competitive annual salary. Our benefits package includes:

• Medical, prescription, and behavioral health coverages.
• Dental coverage.
• Vision coverage.
• Life and AD&D coverage.
• Short-and long-term disability.
• Employee assistance program.
• 401(k) with company match.
• Up to 20 days of PTO per year.
• 17 paid holidays.
• Accrued Sick Leave
• Paid parental leave.
• Remote work and flexible schedules.

New Meridian Corporation is an equal opportunity employer and encourages individuals of all backgrounds and identities to apply. We are excited to receive applications from people in occupations or positions where they are under-represented, particularly from individuals connected to underserved communities. We feel we are strengthened by diverse perspectives.