Senior Director, CS Business Operations
ModMed
full-time
Posted on:
Location Type: Remote
Location: Florida • United States
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Job Level
About the role
- Standardize and own core reporting mechanisms, including daily metrics, monthly MBRs, and broader business insights, utilizing data and reporting tools such as Power BI, Salesforce.com, DOMO, and various other client success systems
- Provide visibility into key operational drivers such as client pushes, implementation credits, and service hold times
- Create and maintain a strategic framework for capacity models
- Build a monthly rolling workforce forecast in partnership with RevOps and Finance to ensure the organization is staffed to meet demand
- Support annual budget planning and ensure ongoing financial alignment
- Partner with CS executives and Finance to manage the open headcount and optimize spend across the organization
- Drive "Run the Business" (RTB) opportunities by acting as the connective tissue between CS, RevOps, Finance, and HR
- Ensure resource planning and operational goals are unified across these departments
- Consolidate and lead the oversight of external vendor and contractor resources, transitioning these responsibilities from individual contributors to a centralized leadership function
- Responsible for establishing and leading the newly formalized Business Operations department within Customer Success, serving as a people manager to scale the team and its capabilities
Requirements
- Bachelor's degree, required in the following areas of Finance, Economics, Business Administration or equivalent
- MBA, preferred
- 12+ years of progressive leadership in business operations, strategy, or finance, with a proven track record of building new functions from the ground up
- Professional Background in corporate strategy, management consulting, investment banking, or high-level business operations, ideally within a high-growth technology or SaaS environment
- Significant background in management consulting, investment banking, or SaaS business operations, specifically within high-growth environments
- Expertise in influencing cross-functional stakeholders in Finance, HR, and RevOps to align on a single, cohesive operating model
- Advanced mastery of capacity modeling and resource planning frameworks to drive long-term organizational scaling
- Experience designing and owning rolling workforce forecasts that integrate headcount, budget, and operational demand
- Deep analytical expertise in financial modeling and data analytics, with the ability to translate "raw data" into standardized core reporting and business insights
- Sector Experience in the software (SaaS) or healthcare technology industries is preferred to help navigate the specific complexities of the ModMed business model
- Operational Exposure to Customer Success or post-sales operations is highly desirable, as this role is the primary engine for that organization's data-driven decision-making
- Exceptional ability to package complex operational drivers —such as client pushes and service hold times—into clear, actionable executive narratives
- Proven success in establishing and managing operating cadences (e.g., MBRs, QBRs, and KPI dashboards) to provide "source of truth" visibility for executive leadership
- Demonstrated "self-starter" mentality with the ability to set the framework for a new department while managing high volumes of concurrent, high-stakes projects
- Strategic Planning experience with a focus on building and maintaining rolling workforce forecasts and complex capacity models in partnership with RevOps and Finance
- Efficiency Champion with a background in identifying "Run the Business" (RTB) opportunities and modeling innovative solutions like RPA or automated process workflows
- Experience directly managing a team of 3-4 direct reports and 6-7 total employees (direct and indirect), including oversight of up to three managers below this role
- Build high-performing teams through empathetic leadership, engagement, performance coaching, and strategic talent planning and hiring
- Hold the team accountable to deliver successful, high-quality outcomes across core areas like resource modeling, data reporting standards, and financial alignment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
capacity modelingresource planningfinancial modelingdata analyticsreporting mechanismsworkforce forecastingbusiness insightsoperational driversKPI dashboardsautomated process workflows
Soft Skills
leadershipstrategic planningcross-functional collaborationanalytical expertiseself-starter mentalityempathetic leadershipperformance coachingproject managementcommunicationteam building
Certifications
Bachelor's degreeMBA