Director of Customer Operations (Onsite)
Not Disclosed•Full-TimeOn-site
location_on2076, Westwood Lane, Eugene, Lane County, Oregon, 97401, United States
About the Role
The Director of Customer Operations serves as the strategic architect for iHomefinder's customer-facing ecosystem. This role is designed to unify and optimize the entire customer lifecycle, bridging the gap between Customer Success, Onboarding, and Support. By leading these functions, the Director ensures that operational excellence directly fuels company growth and retention objectives.
In this position, you will move beyond simple management to build scalable operational processes and data-driven strategies. The role exists to transform how the company interacts with its users, implementing robust health programs and churn reduction initiatives that support long-term sustainability. You will act as a hands-on SaaS operator, fostering a culture where metrics drive decisions and cross-functional collaboration with Product, Sales, Marketing, and Engineering is seamless.
The Day-to-Day
Your impact will be felt through the development of operational playbooks and the establishment of clear accountability across all customer-facing teams. You will drive consistency in onboarding and support execution while building the systems necessary to scale with the company. A significant portion of your time will be dedicated to analyzing customer behavior and engagement trends to identify risks and opportunities, ensuring that the organization remains agile and responsive to market needs.
Culture & Values
iHomefinder seeks a leader who is deeply committed to a customer-focused and metrics-driven culture. We value individuals who can coach team leads to improve execution and accountability while maintaining a high standard of operational efficiency. This role is ideal for someone passionate about optimizing the customer journey and building teams that thrive in fast-paced SaaS environments.
Work location
Work model: On-site
2076, Westwood Lane, Eugene, Lane County, Oregon, 97401, United States
Eugene, Oregon
Key Responsibilities
- check_circleDevelop operational playbooks and customer health programs
- check_circleEstablish KPI reporting and accountability across onboarding, support, and customer success
- check_circlePartner cross-functionally with Product, Sales, Marketing, and Engineering to improve customer outcomes
- check_circleImprove operational processes and team efficiency across customer-facing functions
- check_circleBuild scalable systems and workflows to support company growth
- check_circleDrive consistency in onboarding, customer engagement, and support execution
- check_circleLead and develop Customer Success, Support, and Onboarding team members
- check_circleCoach team leads to improve execution and accountability
- check_circleDevelop and monitor customer operational KPIs
- check_circleAnalyze customer behavior, engagement, and retention trends
- check_circleUse data to identify operational risks and improvement opportunities
- check_circleLead initiatives to reduce customer churn and improve retention performance
Requirements
- verified5–10+ years of experience in SaaS customer operations, customer success, support, or operational leadership
- verifiedExperience managing customer-facing operational teams
- verifiedExperience working in fast-paced SaaS environments
Nice to Have
Experience in B2B SaaS. Experience with customer health scoring, churn analysis, or lifecycle management. Familiarity with CRM and customer engagement platforms. Experience building operational reporting and KPI frameworks.
