Director - Customer Success - SaaS

As the "Director - Global Operations / Customer Success", you will scale the team and processes to deliver consistent high-quality output across markets and workstreams. You will lead a high performing team motivated by improving the merchant experience - while being responsible for setting the strategic direction for the function, with cross functional stakeholders and business leadership.

Key responsibilities include:

- Guide the organization to design and deliver incredible merchant experience.

Set strategic direction and distil it down to comprehensive OKRs - providing regular feedback on team and process level performance.

- Maintain metrics and analysis of team performance, and deliver regular reporting on team performance in the form of written analysis and performance reports.

- Build and scale automation driven processes - leveraging scripting, integrations and intelligent process design.

- Lead the development & deployment of standardized operational protocols on a global scale supported by robust documentation.

- Relay structured feedback to our product teams, delivering the pulse of the merchant base.

- Transmit and foster our values, serving as a beacon of customer-centric principles and culture of transparency, empathy, inclusion, and empowerment.

- Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, and other organizational improvements.

Minimum qualifications:

- Bachelor's degree in a technical, quantitative, or business field, or equivalent experience.

- At least 8 years of experience with 4 or more years of direct people management experience, including managing managers.

- Experience scaling teams - in terms of direct reports and / or through outsourced partners.

- Experience setting up processes and running programs at scale.

Strong operations background and experience scaling teams in high growth environments.

- Background of working in a tech enabled organization with good knowledge spread of issue & incident management, deploying and scaling applications, understanding of basic concepts related to internet-based systems.

- Experience with stakeholder management and influencing leadership decisions.

- Excellent problem-solving and analytical skills, and excellent attention to detail.

- Ability to work and partner across multiple functions in an organization.

Preferred qualifications:

- MBA or Master's degree.

- Experience leading operational teams (preferably in fast-growth technology companies).

- Experience translating ambiguous problems into concrete data-driven action plans.

- Experience building and leading operational and strategic initiatives, running multiple projects or work-streams simultaneously.

- Experience collaborating with product, sales and strategy teams to define cross-functional plans for sequencing tasks and meeting objectives.

- Solid communication skills, including the ability to convey complex cross functional agenda.

- Basic proficiency at SQL.