Sr. Director of Customer Operations

HSI is seeking a Senior Director, Customer Operations to lead our Customer Support and Customer Solutions organizations across North America. This leader will set the strategy and operating direction for these functions, strengthen leadership capability, and build scalable practices that improve service delivery, operational performance, and customer outcomes. The role will also provide direction and support alignment across shared global processes.

Reporting to the Senior Vice President, Customer Operations, you will oversee technical support operations, service delivery, escalations, and key performance measures while developing high-performing managers and teams. You will use customer insights and operational data to identify root causes, improve processes, and deliver measurable gains in service quality, efficiency, and business performance.

This role is designed for an experienced SaaS or technology operations leader who can bring structure to complexity, lead through growth and change, and operate with a high degree of autonomy. Working closely with Product, Engineering, Sales, Customer Success, and Implementation, you will strengthen cross-functional handoffs, modernize operations through AI and automation, and translate business strategy into clear direction for leaders and frontline teams.

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What You’ll Do