Director Customer Operations

2 weeks ago

Sydney, New South Wales, Australia SafetyCulture Full time
As the Director of Customer Operations, you'll lead the strategy, processes, and tools that enable our global Customer Success, Support, and Solutions teams to thrive.
You'll be responsible for our Community, Digital Programs and Program Management teams and our customer processes to help deliver a best in class experience for all our customers.
You'll combine strategic thinking with hands-on execution to optimise operations, drive impactful digital programs, and foster a vibrant customer community.
How You'll Spend Your Time Drive strategy for the operations function needed to support Safety Culture's Customer Success, Customer Support and Customer Solutions & Implementation functions using data, metrics and benchmarking to create solutions that enhance our customer experience Clarify "what good looks like" including optimal mix of digital, automation and human interactions to drive a WOW experience for our customers and the preferred toolsets to enable us to effectively deliver this experience Own, drive and manage the Digital Programs function for Customer Success Drive the evolution of the Customer Community function from a Community focused on product support to an engaged and active customer community learning and sharing best practice Build a program and project management function to drive complex, cross-functional projects to ensure that we optimise the experience for our customers Manage prioritisation and risk mitigation of projects to ensure the Customer team reach their strategic objectives Work with the Customer Success, Customer Support and Customer Solutions & Implementation teams to ensure that we have right global operating mechanisms, processes, playbooks and tools to optimise for our customers and our team members Work closely with Revenue Operations team to ensure that we have the right toolset to provide a 360° view of our customers to our customer facing team members and to effectively deliver in a way that consistently exceeds customer expectations Partner with our Customer Transformation Lead to ensure that we're focused on the right customer focused metrics and build effective #J-18808-Ljbffr

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