Head of Customer Operations

As Head of Customer Operations at Convious, you are a key member of the Senior Leadership Team. This strategic leadership role oversees the entire Customer Relations department, including our Technical Support & Customer Success team. You will drive operational excellence, strategic growth, and cultural development while ensuring exceptional customer experiences across all touchpoints.

A critical part of your role is to ensure the smooth running of daily operations and foster trust-based relationships with our customers. As a strategic leader, you will shape the vision and direction of customer operations while contributing to overall company strategy.

KEY RESPONSIBILITIES

• Strategic Leadership & Vision:

  • Develop and execute department-wide strategy aligned with company objectives

  • Create and maintain vision and mission statements for Partner Relations

  • Define and drive key results (KRs) across all teams

  • Contribute to company strategy as part of Senior Leadership Team

  • Drive innovation in partner experience and operational efficiency

  • Lead strategic initiatives and change management programs
    Champion operational integrity and customer trust at a strategic level

• Team Leadership & Organizational Development:

  • Direct leadership of Support team and Customer Success Team Lead,

  • Build and maintain a strong, positive department culture

  • Drive high performance across all teams

  • Ensure effective resource allocation across teams

  • Create career development paths and growth opportunities

  • Foster cross-functional collaboration and alignment

• Operational Excellence & Performance Management:

  • Define and track departmental KPIs and metrics

  • Drive continuous improvement initiatives

  • Optimize processes and procedures across teams

  • Ensure scalability of operations

  • Drive efficiency and quality in service delivery

  • Manage departmental budget and resources

• Customer Experience & Value Creation:

  • Ensure exceptional customer experience across all touchpoints

  • Drive partner satisfaction and retention strategies

  • Oversee strategic customer initiatives

  • Align department activities with customer needs

  • Share voice of the customer

  • Ensure effective escalation management

• Cross-functional Leadership & Collaboration:

  • Collaborate with other department heads and C-level executives

  • Align operations with company-wide initiatives

  • Contribute to product strategy and roadmap

• 7+ years experience in customer operations or similar leadership roles

• 5+ years experience in senior management positions

• Strong track record in building and leading multiple teams

• Experience in SaaS operations and partner relations is a plus

• Proven ability in strategic planning and execution

• Experience in change management and organizational development

• Strong understanding of technical operations and customer success

• Experience working with C-level executives and boards

• International business experience