
Senior Customer Operations Director
3 days ago
We are seeking an experienced Associate Director to lead our customer support and collections teams in the US market.
The ideal candidate will have a strong background in customer operations, with at least 3 years of experience in senior leadership roles overseeing managers.
This position involves leading day-to-day operations across customer support, collections, and billing policy teams supporting the US market from India.
The successful candidate will drive accountability and performance across dispute resolution, chargebacks, payment follow-ups, and bad debt management.
Key responsibilities include defining and executing against quarterly goals, driving key metrics like delinquency rate, closure rate, escalation rate, SLA adherence, backlog reduction, and customer satisfaction.
To succeed in this role, candidates must have a proven track record in customer operations, with a minimum of 8 years of experience, including at least 3 years in a senior people leadership role overseeing managers.
Candidates must also be proficient in English, hold a bachelor's degree, and have experience leading support and financial ops functions, collections, billing, or policy, at scale, ideally in a B2B tech-enabled or marketplace company.
Required Skills and Qualifications- Proven track record in customer operations with a minimum of 8 years of experience
- At least 3 years of experience in a senior people leadership role overseeing managers
- Proficiency in English required
- Bachelor's degree required
- Experience leading support and financial ops functions, collections, billing, or policy, at scale, ideally in a B2B tech-enabled or marketplace company
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