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 (total FTE: 7)

  • 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

We process your personal data in accordance with the General Data Protection Regulation (GDPR) for the purpose of managing your job application. You can find more information about how we handle your data in our Privacy Policy. If you have any questions or wish to withdraw your application or request data deletion, please contact us at finance@convious.com