Director of Customer Operations (Onsite)
iHomefinder
Position Overview
The Director of Customer Operations will lead and optimize iHomefinder’s customer-facing operational functions, including Customer Success, Onboarding, and Support. This role is responsible for improving customer retention, operational efficiency, onboarding effectiveness, and overall customer lifecycle performance.
This leader will build scalable operational processes, improve cross-functional execution, and implement data-driven customer health and churn reduction strategies that support the company’s growth and retention objectives.
The ideal candidate is a hands-on SaaS operator with strong experience in customer lifecycle management, operational process improvement, retention strategy, and team leadership.
Key Responsibilities
Customer Retention & Lifecycle Management
Lead initiatives focused on reducing customer churn and improving retention performance
Develop operational playbooks and customer health programs
Establish KPI reporting and accountability across onboarding, support, and customer success
Partner cross-functionally with Product, Sales, Marketing, and Engineering to improve customer outcomes
Operational Excellence
Improve operational processes and team efficiency across customer-facing functions
Build scalable systems and workflows to support growth
Drive consistency in onboarding, customer engagement, and support execution
Implement operational cadence and reporting structures
Team Leadership
Lead and develop Customer Success, Support, and Onboarding team members
Coach team leads to improve execution and accountability
Foster a customer-focused and metrics-driven culture
Data & Performance Management
Develop and monitor customer operational KPIs
Analyze customer behavior, engagement, and retention trends
Use data to identify operational risks and improvement opportunities
Qualifications
5–10+ years of experience in SaaS customer operations, customer success, support, or operational leadership
Proven success improving customer retention and operational performance
Strong analytical and process improvement skills
Experience managing customer-facing operational teams
Excellent communication and cross-functional collaboration skills
Experience working in fast-paced SaaS environments
Preferred Qualifications
Experience in B2B SaaS
Experience with customer health scoring, churn analysis, or lifecycle management
Familiarity with CRM and customer engagement platforms
Experience building operational reporting and KPI frameworks
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