Director of Customer Operations

Director of Customer Operations

Onsite - Miami

The Director of Customer Operations reports to the VP of FP&A & Revenue Operations and sits within the RevOps organization. This role is a senior operational leader and strategic partner to the Chief Customer Officer (CCO), responsible for driving operational excellence across Simpro’s global post-sale customer organization. This leader partners closely with Account Management, Professional Services, Support, and Customer Marketing teams—owning the operating rhythms, analytics, forecasting, and planning that enable these teams to perform at their best.

This is an AI-first role for a self-starter who can manage competing priorities, build scalable processes, and translate data into decisions. You’ll lead a small team of operations analysts and work at the intersection of finance, strategy, and customer go-to-market execution.

WHAT YOU’LL DO

Operational Leadership

• Serve as the embedded RevOps strategic partner to the CCO, enabling effective leadership across Account Management, Professional Services, Support, and Customer Marketing
• Own and lead business operating rhythms—weekly run-the-business meetings, QBRs, business inspections, root-cause analysis, and corrective action planning
• Build structure, accountability, and execution discipline across the customer organization

Analytics & Forecasting

• Own customer lifecycle analytics, pipeline visibility, and revenue forecasting for post-sale segments
• Analyze customer, operational, and financial data to surface trends, risks, and growth opportunities that inform strategic decisions
• Monitor retention and growth performance through daily and weekly tracking against key business metrics
• Conduct ad-hoc analysis to support the CCO and CMO with executive-level reporting and business cases, partnering with the VP of FP&A & Revenue Operations on priorities

Planning & Go-to-Market Execution

• Partner with Finance on budgeting and forecasting, translating financial goals into operational targets for customer-facing teams
• Drive Customer go-to-market planning including capacity planning, quota setting, and operational performance management
• Design, build, and roll out compensation plans for post-sale teams aligned to company strategy
• Develop deep understanding of customer segments, historical performance trends, and attainment vs. targets

Team & Cross-Functional Collaboration

• Lead and develop a high-performing team of operations analysts focused on business impact and strategic insights
• Partner cross-functionally to streamline operations, eliminate friction, and improve efficiency across customer-facing organizations
• Enable the CCO and CMO to scale their organizations through rigorous data-driven planning and operational discipline, in close partnership with the VP of FP&A & Revenue Operations

WHAT YOU’LL BRING

Experience & Education

• Bachelor’s degree in Business, Finance, Operations, Marketing, Economics, or related field required; MBA or advanced degree preferred
• 6+ years in Customer Operations, Revenue Operations, Business Operations, Finance, or Consulting in a SaaS environment
• 1+ years leading teams and driving cross-functional operational programs
• Hands-on experience supporting Customer Success, Account Management, Support, or Customer Marketing in a high-growth or global company
• Proven track record designing and rolling out compensation plans, quota frameworks, and capacity models for post-sale teams
• Strong experience with operational planning, KPI management, pipeline forecasting, and executive reporting
• Proficiency with CRM, BI, and analytics platforms—Salesforce, Tableau, Looker, Power BI, or equivalent
• Active and demonstrable use of AI tools to drive productivity, analysis, and decision-making—this is a core expectation, not a nice-to-have

CORE COMPETENCIES

Business Acumen

You understand how SaaS businesses operate, how post-sale motions drive NRR, and how cross-functional teams achieve company goals. You think in outcomes, not activities.

Operational Excellence

You are highly organized, structured, and relentless about follow-through. You build systems that create accountability and keep teams on track without micromanagement.

Analytical Thinking

You make confident, data-driven decisions. You can synthesize complex information, identify root causes, and recommend practical solutions that move the business forward.

Drive for Results

You set a high bar and hold yourself and your team to it. You take ownership, act with urgency, and deliver quality outcomes even under pressure.

Influence & Collaboration

You build strong relationships across functions and seniority levels. You use data and clear communication to align stakeholders and drive decisions.

Global Mindset

You understand the nuances of operating across geographies and time zones, appreciating diverse business practices and market dynamics.