Director of Customer Operations (Onsite)

iHomefinder

Job Description

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

This role is a full-time, onsite opportunity and pays $110,000 - $130,000, with a 15% annual bonus potential. iHomefinder does not offer relocation assistance, so any relocation to Eugene, OR or surrounding areas would need to be self-funded. If this aligns with your current plans and situation, please apply.

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Vacancy posted 23 days ago

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