Senior Director, Customer Operations

Jellyvision

Senior Director leading customer implementations for Jellyvision’s benefits technology platform. Scaling operations, teams, capacity, and delivery across ALEX, ALEX Home, and benefits administration products.

Posted 8/7/2026full-timeRemote • Arizona, California, Colorado, Connecticut, Florida, Illinois, Kentucky, Massachusetts, Minnesota, Missouri, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin • 🇺🇸 United StatesSenior💰 $170,000 - $190,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in leading customer operations and implementation strategies, with a focus on onboarding enterprise customers and managing cross-functional teams. Proven ability to develop scalable systems and processes while fostering collaboration and accountability across diverse teams.

Highest-signal resume keywords

Implementation ManagementProject ManagementTeam LeadershipVendor ManagementCustomer Onboarding

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Implementation StrategyProject ManagementForecastingBenefits AdministrationHR TechnologyProcess DevelopmentCapacity ManagementCross-Organizational CollaborationPerformance MetricsContinuous Improvement

Soft Skills

Executive PresenceCommunication SkillsInfluencing SkillsDecision-MakingAdaptability

Industry Keywords

Customer OperationsSaaSEnterprise CustomersDistributed WorkforceImplementation Standards

About the role

Key responsibilities & impact

Lead the Customer Operations organization responsible for onboarding, implementing, and supporting customers across Jellyvision’s product portfolio.
Set strategy and guide directors and their teams across multiple product lines.
Oversee implementation staffing, including full-time and seasonal talent.
Coach and develop directors and teams while building accountability, collaboration, and continuous improvement.
Develop strategic initiatives, measures, scalable systems, processes, and talent strategies.
Partner with the Chief Customer Officer to monitor progress, risks, challenges, wins, and strategy.
Manage implementation capacity across product lines, balancing customer demand, seasonality, and business priorities.
Manage vendor and broker partnerships and drive consistent delivery quality.
Scale implementation operations for ALEX Home.
Build the implementation model for Jellyvision’s benefits administration product.
Establish shared implementation standards and ensure quality, consistency, and accountability.
Serve as a senior customer contact and lead escalated resolutions.
Collaborate with Customer Operations, Revenue, Product, and other departments to improve customer outcomes and operational effectiveness.
Represent implementation and customer operations in strategic planning.
Serve as an integration point between product, operations, and vendor/broker partners.

Requirements

What you’ll need

12+ years of experience managing employees in an Implementation or Project Management environment, preferably in HR or SaaS.
10+ years of management experience.
Successful track record implementing and onboarding enterprise customers in a customer-facing role.
Experience leading implementations across multiple product lines simultaneously, ideally including benefits administration or HR technology products.
Track record of building high-performing teams.
Experience managing a distributed workforce, including offshore or nearshore teams and third-party vendor/broker relationships.
Ability to manage implementation capacity, including forecasting and vendor management.
Ability to develop positive cross-organizational relationships and influence cross-functional initiatives.
Ability to make decisions amid unclear data, pivot quickly, and motivate teams through changing business needs.
Strategic mindset aligning execution with broader business goals.
Bias for action and comfort with ambiguity.
Strong executive presence and communication skills; ability to influence and collaborate at all organizational levels.

Benefits

Comp & perks

Bonus eligibility
Equity eligibility
Comprehensive benefits package
Remote work arrangement
Optional access to the Chicago office