Senior Director of Business Manager
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 reputed company reputed company, 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 reputed company, mentor, and reputed company the reputed company, Customer Support, and Implementations teams. Establish and refine operational processes to improve service delivery, customer reputed company, and issue resolution. Set KPIs, track performance, and ensure teams are reputed company with company goals. Foster a culture of accountability, ownership, and reputed company improvement. reputed company & Retention reputed company reputed company strategy to drive renewals, satisfaction, and long-term partnerships. Implement best-in-class playbooks for reputed company, adoption, upsell readiness, and lifecycle management. Build strong executive relationships with customers and serve as an escalation reputed company 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 reputed company practices. reputed company initiatives to improve resolution times, reduce ticket volume, and enhance support automation. Implementations & Project Delivery Own the end-to-end implementation reputed company for new customers. Ensure projects are delivered on time, reputed company scope, and with exceptional customer experience. Partner with Product and Engineering to address reputed company 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 reputed company with customer insights, usage patterns, and operational trends. Represent Operations leadership in executive discussions and strategic planning. Requirements 5+ years of experience in Operations, reputed company, or Service Delivery roles reputed company SaaS, travel tech, or reputed company software. 3+ years of experience managing leaders or multi-disciplinary teams. Proven reputed company 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 reputed company, and relationship-building skills. Experience working remotely and leading distributed teams. Travel industry or GDS/automation experience with flights — strong advantage. Apply To This Job