Director of Customer Operations (Onsite)

Position Overview 

The Director of Customer Operations will lead and optimize iHomefinder’s customer-facing operational functions, including Customer Success, Onboarding, and Support. This role is responsible for improving customer retention, operational efficiency, onboarding effectiveness, and overall customer lifecycle performance. 

This leader will build scalable operational processes, improve cross-functional execution, and implement data-driven customer health and churn reduction strategies that support the company’s growth and retention objectives. 

The ideal candidate is a hands-on SaaS operator with strong experience in customer lifecycle management, operational process improvement, retention strategy, and team leadership. 

Key Responsibilities 

Customer Retention & Lifecycle Management 

• Lead initiatives focused on reducing customer churn and improving retention performance  

• Develop operational playbooks and customer health programs  

• Establish KPI reporting and accountability across onboarding, support, and customer success  

• Partner cross-functionally with Product, Sales, Marketing, and Engineering to improve customer outcomes  

Operational Excellence 

• Improve operational processes and team efficiency across customer-facing functions  

• Build scalable systems and workflows to support growth  

• Drive consistency in onboarding, customer engagement, and support execution  

• Implement operational cadence and reporting structures  

Team Leadership 

• Lead and develop Customer Success, Support, and Onboarding team members  

• Coach team leads to improve execution and accountability  

• Foster a customer-focused and metrics-driven culture  

Data & Performance Management 

• Develop and monitor customer operational KPIs  

• Analyze customer behavior, engagement, and retention trends  

• Use data to identify operational risks and improvement opportunities  

Qualifications 

• 5–10+ years of experience in SaaS customer operations, customer success, support, or operational leadership  

• Proven success improving customer retention and operational performance  

• Strong analytical and process improvement skills  

• Experience managing customer-facing operational teams  

• Excellent communication and cross-functional collaboration skills  

• Experience working in fast-paced SaaS environments  

Preferred Qualifications 

• Experience in B2B SaaS  

• Experience with customer health scoring, churn analysis, or lifecycle management  

• Familiarity with CRM and customer engagement platforms  

• Experience building operational reporting and KPI frameworks