Director of Customer Operations

United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Marketing Technology, Customer Success, Salesforce AutomationIndustries

Requirements

Candidates should have 5-8 years of experience in customer operations, business operations, analytics, or consulting, ideally in a SaaS environment. They must possess hands-on experience with Salesforce, including flows, automations, and reporting, with a bonus for experience with Gainsight or other Customer Success tools. An analytical mindset and fluency with reporting tools such as Looker, Tableau, or Domo are required, as is experience utilizing LLM-powered platforms or tools, particularly those related to AI agent building.

Responsibilities

The Director of Customer Operations will drive operational excellence within the Customer Success organization by proactively identifying and improving process and reporting gaps across the customer journey, working cross-functionally to ensure systems support scale and minimize friction. They will partner closely with the Customer Success team to deliver actionable reporting and dashboards, optimize Salesforce for scale through flows and automations, build and maintain AI agents to augment Success workflows, and serve as a thought partner, continuously surfacing ideas to improve efficiency and customer experience. Additionally, this role will prioritize the customer above all else and drive a customer-obsessed culture within the organization.

Skills

Customer Operations

Process Improvement

Reporting & Dashboards

Salesforce

Automation

AI Agents

Data Analysis

Cross-functional Collaboration

Qualified.com

Conversational marketing and sales automation platform

About Qualified.com

Qualified.com focuses on conversational marketing and sales automation, offering a platform that allows businesses to engage with website visitors in real-time through chat, voice, and video. This technology helps companies convert visitors into customers by providing immediate assistance and personalized experiences, particularly benefiting B2B clients in various industries. The platform uses AI and machine learning to analyze visitor behavior, enabling businesses to identify and engage high-value prospects effectively. Qualified.com operates on a subscription model, ensuring steady revenue while aiming to enhance customer engagement and drive sales for its clients.

San Francisco, CaliforniaHeadquarters

2018Year Founded

$158.6MTotal Funding

SERIES_CCompany Stage

Consumer Software, Enterprise Software, AI & Machine LearningIndustries

201-500Employees

Risks

Increased competition from emerging AI-driven platforms could erode market share.

Economic downturns in B2B sectors may reduce budgets for sales tools.

Privacy concerns and regulatory changes could impose additional compliance costs.

Differentiation

Qualified integrates seamlessly with Salesforce, enhancing real-time sales discussions.

The platform uses AI to identify high-value prospects and engage them effectively.

Qualified offers a mobile app for flexible, on-the-go sales conversations.

Upsides

Qualified raised $95M in Series C funding, indicating strong investor confidence.

The launch of AI SDR Piper enhances pipeline generation with intelligent automation.

Growing demand for AI-driven sales solutions aligns with Qualified's offerings.

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