Director, Customer Operations
Director, Customer Operations
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$ 125000 - 138000
1 Vacancy
Job Description
Who we are
Jellyvision ALEX is on a mission to improve lives by helping people choose and use their benefits. We are raising the barfor benefits and the employee experience (for our employees and those of the customers we serve) by scaling personalization compassion and an earnest intent to be helpful in all that we do.
Jellyvision people are a group of creative problem solvers who use good judgment give each other honest feedback engage in real debate and snack frequently. We are curious hungry and humblebecause we know this is how well continue to make an impact. Were kind biased towards action and sweat the details to create great experiences for those we serve.
We are an inclusive human-first workplace. Respect and trust for each other are foundational and our equitable total rewards offerings support the lives and holistic well-being of our unique people. At Jellyvision expect career experiences that challenge you empower you to have a direct impact on our mission and enable you to learn try and do while having fun along the way.
Whats the role
The Director Customer Operations is in charge of building and leading the Customer Operations team driving the internal planning and management of Jellyvisions operations activities along the customer implementation and product support journey. Working closely with the SVP of Customer Operations and Managers the Directors role is to remove roadblocks troubleshoot complex issues collaborate closely with leaders in other departments and provide guidance and support across all platform service levels.
What youll do to be successful
1) Lead the day-to-day activities of the team.
- Manage and mentor a high-performing team of 3-5 managers fostering both accountability and growth.
- Own the process and execution of complex implementations ensuring our team delivers with speed precision and quality.
- Set the tone for a culture of operational excellence emotional intelligence and customer-centered thinking.
Success will be measured by the teams ability to deliver high-quality implementations and projects on-time and accurately.
2) Own and execute a strategic plan for the department that supports the company vision.
- Identify and resolve systemic issues that impact delivery customer satisfaction and internal efficiency.
- Use your deep product and industry expertise to proactively de-risk projects and minimize escalations.
- Navigate change with clarity drive and compassion coaching your team through transitions and strategic shifts effectively.
Success will be measured by both our teams ability to hit the metrics that most clearly reflect customer satisfaction (CSAT CES retention rate) and our teams overall levels of engagement and satisfaction in their role and the companys strategic direction.
3) Partner with leaders on other teams to drive efficiencies customer experience individual performance and future strategy.
- Act as a key stakeholder with Product Technology Customer Success and Revenue making sure implementation insights shape our roadmap.
- Be the voice of customers partners brokers and your internal stakeholders driving cross-functional alignment and resolving competing priorities through influence and evidence.
- Own the feedback loop between what we promise in the sales process and what we deliver during implementation.
Success will be measured based on our ability to deliver a roadmap that represents and meets all of your stakeholders needs and that results in Jellyvision achieving our anticipated growth.
Experience & skills youll need
- 5 years of experience successfully managing employees in an Implementation or Project Management environment preferably in the HR or SaaS space.
- In addition to 5 years management experience a successful track record implementing and onboarding Enterprise customers in a customer-facing role.
- An innate curiosity to know what makes each of your direct reports tick and an insatiable need to help each of themand the team overallsucceed.
- A knack for developing positive relationships across the organization to drive influence and align teams with cross-functional initiatives.
- A willingness to operate and make decisions in the absence of clear data and an ability to pivot quickly and keep your team motivated as business needs change.
The Details
- Location: Remote
- Starting Salary: $125000 - $138000
What Jellyvision will give you
Check out our benefits here!
Jellyvision is committed to continuous evolution and fostering a more diverse and inclusive workplace where everyone is welcomed valued and respected. It doesnt matter your race ethnicity religion age disability sexual orientation gender gender identity/expression country of origin genetic information veteran status marital status pregnancy or related condition (including breastfeeding) criminal histories consistent with legal requirements or any other basis protected by just want amazing people who are willing to grow along with us.
Although we have a Chicago-based HQ that employees are welcome to work out of whether theyre local or just visiting this position is also eligible for work by a remote employee out of CA CO FL GA IL IN KY MA MI MN NC NJ NY OH OR PA SC TN TX UT VA WA or WI.
Thanks for your interest in Jellyvision!
Required Experience:
Director
Employment Type
Full Time
