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 SafetyCulture’s Customer Success, Customer Support and Customer Solutions & Implementation functions using data, metrics and benchmarking to create solutions that enhance our customer experienceClarify “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 experienceOwn, drive and manage the Digital Programs function for Customer SuccessDrive 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 practiceBuild a program and project management function to drive complex, cross-functional projects to ensure that we optimise the experience for our customersManage 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 membersWork 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 expectationsPartner with our Customer Transformation Lead to ensure that we’re focused on the right customer focused metrics and build effective dashboards to provide a clear view of how we’re delivering for our customers
About You:
15 years experience in a combination of Customer Success/Account management /Customer onboarding customer facing roles and in Customer Operations roles Significant experience with Digital Programs, Customer Success and Go-to-Market tools Significant experience leading and managing teams including global teamsStrong business acumen and analytical skillsStrong communication skills - able to take complex concepts and communicate them in simple termsExpert in creating clear presentations communicating strategy, proposed courses of action, projects, progress and simple communications for team members and customersStrong excel/sheets and ppt/slides skills
Why SafetyCulture?
Flexible working arrangements. We encourage you to create the best work blend while working from your home and the local SafetyCulture officeYou’ll have access to professional and personal training and development opportunities We’re a pet friendly workplace Hackathons - if you’re into them :) Workshops and Lunch & Learns from our leadership and industry expertsWe also encourage you to get involved in the community, open source work, attending talks and events, and experimenting with new technologies; whatever floats your boat!
But wait, there’s more... You’ll also receive other perks such as:
Equity with high growth potential, and a competitive salaryGreat food! Our In-house chefs will serve up fresh and healthful breakfast, lunch and unlimited snacks catering to all dietary requirementsLove coffee or tea? Our commercial espresso machine has you covered. We also have beer and wine on tap, a pool table, board games, and books libraryWellbeing is key! We offer initiatives such as subsidized fitness programs, EAP services and generous parental leave policyLast but not least, we celebrate quarterly and our teams love the annual ShipIt global company offsite
Safety Culture