Director, Strategic Customer Operations

The Director of Strategic Customer Operations will be responsible for creating standards and best practices for customer interactions, defining and implementing customer experience KPIs, and leading solution transformation. They will partner with Sales, Marketing, and Finance to align operations with revenue goals, identify opportunities for customer value expansion, and develop churn mitigation programs. This role involves overseeing service delivery, project execution, and customer relationship management, driving operational excellence, and establishing refined operational policies. Additionally, the Director will act as a technical escalation point, provide input into solution architecture, and lead cross-functional teams to resolve complex service delivery challenges and manage customer escalations.