Director, Customer Operations
brightwheel
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $147,000 - $217,000 per year
Job Level
About the role
- Own the performance of a global Customer Support organization (~50 people including BPO) serving tens of thousands of customers
- Own Payments Operations performance, including fraud, risk, and dispute management, through the team’s leadership layer
- Define and execute an AI-first support strategy, embedding AI deeply into workflows to improve both customer experience and efficiency
- Drive step-function improvements in support operations, including tooling, processes, staffing model, and performance management
- Deliver against key business metrics including CSAT, SLAs, time to resolution, handle time, cost reduction, dispute win rate, and chargeback/charge-off reduction
- Operate as a hands-on leader—diagnosing issues, setting direction, and executing alongside the team
- Partner cross-functionally to ensure support and payments operations are aligned with broader product, engineering, and business priorities
- Build and lead a high-performing, globally distributed team, setting a high bar for execution, accountability, and continuous improvement
- Identify opportunities to expand scope and impact over time, contributing to broader business and operational leadership
Requirements
- 8-10+ years of relevant operating experience at high-growth organizations
- Led and scaled customer-facing or operational teams in high-growth, fast-paced environments, including managing through managers
- Owned business-critical metrics (e.g., customer experience, cost efficiency, operational performance, or risk/fraud outcomes) at a leadership level
- Demonstrated the ability to transform a function or system, not just manage existing processes
- Applied AI, automation, or technology to meaningfully improve workflows, efficiency, or customer experience
- Successfully navigated ambiguous or “messy” environments, bringing structure, clarity, and results
- Built or improved operational systems and processes that scaled with business growth
- Partnered cross-functionally to drive outcomes across teams and influence company-level decisions
- (Nice to have) Experience with payments, fraud, risk, or dispute operations
- (Nice to have) Experience in Customer Support or Service environments
Benefits
- Comprehensive medical, dental, and vision coverage
- Generous paid parental leave
- Flexible PTO so you can recharge when you need it
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AIautomationperformance managementcustomer experiencecost efficiencyoperational performancerisk managementfraud managementdispute managementprocess improvement
Soft Skills
leadershipcross-functional collaborationproblem-solvingstrategic thinkingaccountabilitycontinuous improvementadaptabilitycommunicationteam buildingnavigating ambiguity