Director of Operations
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Job Description
Director of Operations for BEC Legal Systems leading Support and Implementation teams. Ensuring customer success and operational excellence through data-driven insights and AI tools.
Responsibilities:
- Oversee customer support performance, SLAs, and escalation processes, ensuring high responsiveness and resolution quality.
- Implement AI-assisted ticket triage and chatbot automation to reduce manual load and improve first-contact resolution.
- Drive a culture of continuous improvement through post-incident reviews, root cause analysis, and process automation.
- Monitor and continuously improve KPIs such as CSAT, case volume trends, response and resolution time, deflection rate, and support cost per user.
- Lead the implementation and training process to ensure successful product adoption and measurable customer outcomes.
- Introduce standardized, AI-enhanced onboarding playbooks that improve time-to-value and minimize rework.
- Collaborate with Sales to ensure seamless customer handoffs and proactive identification of potential implementation or adoption issues.
- Track and optimize implementation completion rates, time-to-go-live, and user adoption metrics.
- Build and mentor a high-performing customer-facing team with clear performance metrics and growth paths.
- Equip teams with AI-enabled tools for case management, knowledge base enrichment, and self-service improvements.
- Promote a data-driven culture that emphasizes accountability, learning, and customer empathy.
- Define and execute a unified strategy for Support and Implementation aligned with business goals and customer outcomes.
Requirements:
- 3+ years in a leadership in Operations, Customer Success, Support, or Implementation in a SaaS B2B environment.
- Proven ability to improve operational metrics and customer satisfaction through data and process optimization.
- Experience implementing or managing AI-powered support or analytics tools (e.g., chatbots, predictive ticket routing, sentiment analysis).
- Strong analytical and communication skills with executive presence and cross-departmental influence.
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