RightRez

Role Description The Senior Director of Business Operations will play a critical leadership role, driving operational excellence and ensuring our customers receive consistent, high-quality service. This individual will lead Customer Success, Customer Support, and Implementations, working closely with the CEO and cross-functional leaders to scale processes, improve retention, and support product adoption. This is a high-impact, strategic, and hands-on role for a senior operator who thrives in a fast-growing, customer-centric SaaS environment. Key Responsibilities - Operational Leadership - Lead, mentor, and develop the Customer Success, Customer Support, and Implementations teams. - Establish and refine operational processes to improve service delivery, customer onboarding, and issue resolution. - Set KPIs, track performance, and ensure teams are aligned with company goals. - Foster a culture of accountability, ownership, and continuous improvement. - Customer Success & Retention - Oversee Customer Success strategy to drive renewals, satisfaction, and long-term partnerships. - Implement best-in-class playbooks for onboarding, adoption, upsell readiness, and lifecycle management. - Build strong executive relationships with customers and serve as an escalation point for strategic accounts. - Customer Support Operations - Ensure high-quality, timely, and efficient support delivery with measurable SLAs and customer experience metrics. - Optimize support workflows, tiering, documentation, and knowledge base practices. - Lead initiatives to improve resolution times, reduce ticket volume, and enhance support automation. - Implementations & Project Delivery - Own the end-to-end implementation framework for new customers. - Ensure projects are delivered on time, within scope, and with exceptional customer experience. - Partner with Product and Engineering to address onboarding challenges and streamline integrations. - Cross-Functional Leadership - Collaborate closely with Product, Engineering, and Sales to ensure strong alignment between customer needs and product development. - Inform roadmap decisions with customer insights, usage patterns, and operational trends. - Represent Operations leadership in executive discussions and strategic planning. Qualifications - 5+ years of experience in Operations, Customer Success, or Service Delivery roles within SaaS, travel tech, or enterprise software. - 3+ years of experience managing leaders or multi-disciplinary teams. - Proven success scaling post-sales operations in a high-growth environment. - Strong knowledge of customer lifecycle management, support operations, and implementation methodologies. - Data-driven decision-maker with strong analytical and process-improvement skills. - Excellent communication, executive presence, and relationship-building skills. - Experience working remotely and leading distributed teams. - Travel industry or GDS/automation experience with flights — strong advantage.