Job Details
Director, Operations
Posted: 11/26/2021
Position: Full Time
About This Job:
Silver Lining is looking for a proven professional who cares about small businesses and is looking for a full-time, long-term remote job with a fun and fast-growing company. You would be joining our global Customer Experience team - focused on helping small business owners from around the world sign up for our behavior change small business growth program - and then- helping them actually stick with the program and hit their goals! Key to the role is driving the operations team to perform to the highest standards. 
Roles & Responsibilities:
  • Drive operational excellence
    • Responsible for creating policies and procedures that optimize the customer experience
    • Manage and oversee proactive programs that drive critical outcomes for the Customer Experience team and our customers
    • Define KPIs/success criteria, drive program strategy, measure results, and report outcomes to senior stakeholders
    • Track & report on Key Performance Indicators for customer success to the leadership and executive team
    • Evolve current processes and programs to scale for rapid growth; Identify and implement recommendations for continuous improvement
    • Lead a data analyst, trainer, and operations department to achieve results
  • Drive value for customers
    • Collaborate closely with the Product department to identify and roll-out key customer features
    • Partner with other departmental leaders to further refine the structure, process, systems, and resources to successfully support our customers at scale
    • Take the feedback from other departments and ensure that your team is activated to complete required tasks
  • Drive customer relationships
    • Design and deliver innovative strategies to increase proactive customer engagements
    • Manage the operations department to ensure that customers are being looked after at every point
    • Ensure that systems are processes are in place so that customers are handled with the best service level
  • Ensure that the service we provide is in line with our company values
  • Set up SLA process and ensure that the department is meeting and exceeding defined levels of service
  • Lead a team that coordinates work of other individual teams and ensure that they are performing to a high standard
Requirements & Qualifications:
Qualifications - Mandatory
  • MUST be extremely data-driven
  • Minimum of 7-10 years of experience in a leadership role in customer success, client services, or account management; Experience in software/SaaS, technology, or HCM industry strongly preferred
  • Demonstrated track record of excellent customer management/relationship skills as well as innovating, driving change, and influencing decisions for a company of over 200 employees
  • Extensive experience developing and strengthening relationships with customer and internal stakeholders across all functions and levels in the organization and proven ability to work cross-functionally with tech and non-tech teams
  • Experience in defining KPIs/success criteria and using data and metrics to determine opportunities for optimization/improvement
  • Demonstrated history of designing and delivering successful proactive programs that result in measurable business value
  • Leadership or managerial experience in leading teams to deliver an exceptional customer experience
  • Analytical ability to leverage data to drive decisions and recommendations
  • Professional level is written English
  • Has done this function for remote teams and in a global setting
  • Excellent verbal and written communication and listening skills
  • The ability to explain complex information clearly and simply
  • Attention to detail for internal systems
  • Good mathematical, financial, and computer skills
  • Plenty of drive, initiative, and motivation, self-motivator
  • An empathetic, honest and trustworthy manner
  • The ability to analyze and research information
  • Data-driven decision making 
$3,000 - $5,000 USD/month depending on seniority and experience. 
  • Paid vacation and sick days
  • Company-wide profit-sharing scheme
  • Maternity/Paternity leave
Skills Required:
Sales & Marketing
Relationship Management Level 4
Account Management Level 4
Writing & Content
Communications Level 4
General Computer Skills
Attention to Detail Level 4