[Hiring] Senior Director of Customer Operations @HSI

Role Description

HSI is seeking a Senior Director, Customer Operations to lead our Customer Support and Customer Solutions organizations across North America. This leader will set the strategy and operating direction for these functions, strengthen leadership capability, and build scalable practices that improve service delivery, operational performance, and customer outcomes. The role will also provide direction and support alignment across shared global processes.

Reporting to the Senior Vice President, Customer Operations, you will oversee:

• Technical support operations
• Service delivery
• Escalations
• Key performance measures

You will use customer insights and operational data to:

• Identify root causes
• Improve processes
• Deliver measurable gains in service quality, efficiency, and business performance

This role is designed for an experienced SaaS or technology operations leader who can:

• Bring structure to complexity
• Lead through growth and change
• Operate with a high degree of autonomy

Working closely with:

• Product
• Engineering
• Sales
• Customer Success
• Implementation

You will strengthen cross-functional handoffs, modernize operations through AI and automation, and translate business strategy into clear direction for leaders and frontline teams.

Qualifications

• 10+ years of progressive leadership experience in customer operations, customer support, technical support, professional services, implementation, or a related SaaS or technology environment, including experience leading managers or multilayered teams.
• Demonstrated success scaling customer-facing operations, developing leaders, and delivering measurable improvements during periods of growth, transformation, or significant change.
• Strong operational experience across technical support or service delivery, including KPIs, SLAs, customer satisfaction, backlog, capacity planning, and escalation management.
• Proven ability to use data, systems thinking, automation, and AI-enabled tools to identify root causes, improve workflows, and build scalable solutions.
• Strong cross-functional leadership experience with Product, Engineering, Sales, Customer Success, Implementation, or comparable functions.
• Executive-level communication and influence, with the ability to translate operational data into concise recommendations, business cases, and measurable results.
• Ability to operate autonomously, make sound decisions with incomplete information, and lead calmly through ambiguity, change, and high-impact customer situations.

Requirements

• Experience designing or improving support tiers, SLAs, service playbooks, escalation processes, or cross-functional handoffs.
• Experience working across multiple products, platforms, or regions.
• Experience with Salesforce and enterprise reporting or business intelligence platforms such as Power BI, Domo, or comparable tools.
• Earlier-career experience in customer support, technical services, professional services, or implementation.

Benefits

• Fully Remote Work: Work where you're most productive—we trust you.
• Unlimited PTO: Recharge when you need to—we support work-life balance.
• Career Growth: Unlimited access to our Learning & Development library, including our own HSI LMS content.
• Well-Being First: Full medical, dental, vision, and mental health coverage.
• Secure Your Future: Generous $1:$1 401(k) company match—your future is important to us.

Application Process

To ensure a fair and consistent hiring process, all candidates must apply through our online application system. Due to the volume of applications we receive, we are unable to respond to individual inquiries regarding application status or consideration for the role. Candidates whose qualifications closely match our requirements will be contacted directly by our recruiting team.