Director of Operations
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Job Description
Director of Operations leading the support and implementation teams for BEC Legal Systems. Focus on customer success and operational excellence through data-driven insights and AI tools.
Responsibilities:
- Oversee customer support performance and escalation processes
- Implement AI-assisted ticket triage and automation to enhance support
- Lead the implementation and training process for successful product adoption
- Build and mentor a high-performing customer-facing team
- Define and execute a unified strategy for Support and Implementation
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
Benefits:
- AI-assisted ticket triage and chatbot automation
- Access to AI-enabled tools for case management
- Continuous improvement opportunities through training and mentoring
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