Senior Director of Operations

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.