Director Customer Operations

About the role

A global SaaS company building field service management software for trades and service businesses is hiring a Director of Customer Operations. The role sits in the Revenue Operations team and reports to the VP of FP&A & Revenue Operations. It is a senior operational leader and strategic partner to the Chief Customer Officer, covering Account Management, Professional Services, Support and Customer Marketing. The position is based on-site in Medellín.

Key responsibilities

• Act as the embedded RevOps partner to the CCO and set the operating rhythms: weekly run-the-business meetings, QBRs, business inspections, root-cause analysis and corrective action plans.
• Build structure, accountability and execution discipline across the customer organization.
• Own customer lifecycle analytics, pipeline visibility and revenue forecasting for post-sale segments, and analyze customer, operational and financial data to surface trends, risks and growth opportunities.
• Track retention and growth performance daily and weekly against key metrics, and deliver executive-level analysis and business cases for the CCO and CMO.
• Partner with Finance on budgeting and forecasting, turn financial goals into operational targets, and lead go-to-market planning including capacity planning, quota setting and performance management.
• Design, build and roll out compensation plans for post-sale teams.
• Lead and develop a team of operations analysts and work across functions to streamline operations.

Required profile

• 10+ years in Customer Operations, Revenue Operations, Business Operations, Finance or Consulting in a SaaS environment.
• 5+ years leading teams and driving cross-functional operational programs.
• Hands-on experience supporting Customer Success, Account Management, Support or Customer Marketing in a high-growth or global company.
• Proven track record designing compensation plans, quota frameworks and capacity models for post-sale teams.
• Bachelor's degree in Business, Finance, Operations, Marketing, Economics or a related field; fluent English.
• Nice to have: MBA or advanced degree.

Required skills

• Strong experience with operational planning, KPI management, pipeline forecasting and executive reporting.
• Proficiency with CRM, BI and analytics platforms such as Salesforce, Tableau, Looker or Power BI.
• Active, demonstrable use of AI tools in daily work.

What we offer

• Permanent contract with all legal benefits.
• Competitive salary plus a 10% annual bonus.
• Private health insurance.
• Relocation bonus to Medellín.