Operations Excellence Manager
JiffyShirts.com
Senior Director of Operations
Peppr
full-time
Posted on:
Location Type: Hybrid
Location: Los Angeles • California • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Define and execute Peppr’s overall operational strategy, driving efficiency, scalability, and alignment across departments.
- Oversee key operational functions including Customer Success, Support, Implementation, and internal business operations.
- Build and lead high-performing teams with clear accountability, ownership, and collaboration.
- Identify operational bottlenecks and implement solutions that improve speed, quality, and scalability.
- Establish standard operating procedures, reporting frameworks, and automation tools to streamline workflows.
- Implement systems that enhance visibility into performance metrics across the organization.
- Work closely with Product, Sales, Engineering, and Finance to ensure operational alignment and resource efficiency.
- Partner with Product and Customer Success to enhance the end-to-end customer experience and drive retention.
- Collaborate with Finance on budgeting, forecasting, and resource allocation to support company goals.
- Oversee processes that ensure high-quality onboarding, implementation, and post-sale experience.
- Drive operational improvements that enhance customer satisfaction, loyalty, and retention.
- Serve as an advocate for customers, ensuring insights inform business decisions and roadmap priorities.
Requirements
- 10+ years of experience in operations, customer success, or related leadership roles, preferably within SaaS or technology companies.
- Proven success in building and scaling multi-functional operations teams in high-growth environments.
- Strong operational acumen with expertise in systems, process design, and performance management.
- Proficiency with business systems such as Salesforce, Gainsight, Talkdesk, and analytics platforms.
- Excellent communication, problem-solving, and leadership skills with a collaborative, data-driven mindset.
- Experience in restaurant technology, hospitality tech, or similar service-based industries is a strong plus.
Benefits
- Health insurance
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
operational strategyprocess designperformance managementcustomer successimplementationonboardingreporting frameworksautomation toolsresource allocationbudgeting
Soft skills
leadershipcollaborationcommunicationproblem-solvingaccountabilityownershipdata-driven mindsetcustomer advocacyteam buildingoperational acumen
