Director, Success Operations
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Job Description
Director of Success Operations at DISA Global Solutions optimizing operational infrastructure for client and student success initiatives. Leading cross-functional teams and ensuring operational excellence across customer lifecycle.
Responsibilities:
- Define and continuously improve the Success Operations strategy and operating model to support retention, delivery excellence, risk management, and customer experience.
- Design and scale end‑to‑end processes across onboarding, transitions, support, renewals, QBRs, and student success workflows with clear SLAs and accountability.
- Lead operational readiness and execution during organizational changes to ensure stability and alignment.
- Build and maintain a scalable framework that supports internal teams and outsourced partners while ensuring quality and compliance.
- Own the implementation, governance, and optimization of Success technology platforms, including CRM, telephony, dashboards, ticketing, workflow, and analytics.
- Drive automation initiatives that reduce manual work, improve accuracy, and increase operational efficiency.
- Partner with Product, Engineering, IT, and Data teams to ensure strong system integration, clean data, and reliable reporting.
- Manage all Success reporting and analytics, including customer health, retention risk, adoption metrics, operational KPIs, and executive dashboards.
- Deliver actionable insights to leadership to support decision‑making, prioritization, and forecasting.
- Provide operational leadership for Student Success, including partner management, call center operations, quality assurance, training, and continuous improvement.
- Identify and resolve operational bottlenecks to reduce friction and improve customer and student outcomes.
- Develop and maintain playbooks, best practices, and standardized procedures to strengthen execution across Success teams.
- Own Voice of Customer programs and ensure insights translate into meaningful action.
- Serve as a key cross‑functional leader, partnering with Sales, Product, Operations, Finance, Compliance, and Support to ensure alignment across the customer journey.
- Champion a proactive, relationship‑driven Success culture focused on long‑term value, retention, and trusted client partnerships.
Requirements:
- Bachelor’s degree in Business Administration, Operations Management, Information Systems, Organizational Leadership, or a related field; or a minimum of 8 years of experience in Client Success, Operations, SaaS, or related functions in lieu of a degree.
- Minimum of 5 years in senior leadership roles.
- Proven success leading operational integrations, unifying teams, processes, systems, and culture into a single high‑performing organization.
- Deep expertise with CRM platforms (Salesforce preferred), analytics, dashboards, and operational tooling.
- Demonstrated ability to transform legacy teams into proactive, relationship‑driven, retention‑focused organizations while maintaining engagement and continuity.
- Strong background in process design, automation, partner management, and scaling operational frameworks.
- Track record of leading through change with strong executive presence, cross‑functional influence, and minimal oversight.
- Exceptional analytical, communication, and organizational skills with a strong bias for clarity, structure, and execution.
Benefits:
- Personal and Sick Paid Time Off.
- 401k with a highly competitive match.
- 11 Paid Holidays.
- Medical/Dental and Vision.
- Group Life Insurance, HSA/FSA.
- Employee Assistance Program.
- Educational Assistance Program.
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