Director of Customer Operations - Austin, United States - Pulsate Mobile

Description

About Pulsate
At Pulsate, we are passionate about personalization.

We are a dynamic Fintech company that is revolutionizing how the banking industry incorporates deep personalization into their digital strategies.

We partner with numerous Financial Institutions in the US, reaching nearly 20 million consumers to deliver the personalized branch experience directly to their mobile devices.

We are truly making a significant impact on the lives of millions of Americans, assisting Financial Institutions in engaging with their members to enhance their financial well-being.

Our team at Pulsate is driven, collaborative, and continuously learning, dedicated to expanding our solutions to more Financial Institutions and consumers.

The Role
We are looking for a skilled and strategic Director of Customer Operations to lead our customer success team.

As the Director of Customer Operations, you will have a crucial role in ensuring the success and satisfaction of our clients by overseeing the implementation, support, and management of our products and services.

You will guide a team in providing exceptional customer experiences and fostering long-term customer loyalty.


Responsibilities

• Develop and execute strategies to enhance customer operations processes, including onboarding, support, and account management.
• Lead and mentor a team of customer operations professionals, offering direction, support, and feedback to enhance performance and growth.
• Collaborate with Sales, Marketing, Product Development, and other teams to align customer operations with overall business objectives.
• Establish and track key performance indicators (KPIs) to evaluate the effectiveness of customer operations and drive continuous enhancement.
• Cultivate strong relationships with key stakeholders to comprehend their requirements, address issues, and boost customer satisfaction and retention.
• Spearhead the creation of scalable solutions and best practices to accommodate the rapid expansion of our customer base.
• Stay updated on industry trends, best practices, and emerging technologies in customer operations and fintech to ensure our company remains innovative.

Qualifications

• Bachelor's degree in Business Administration, Finance, Marketing, or a related field. Master's degree is a plus.
• Over 5 years of leadership experience in customer operations, customer success, or account management, particularly in fintech or financial services.
• Demonstrated success in building and leading high-performing teams and delivering exceptional customer experiences.
• Strong strategic thinking and problemsolving abilities, with a knack for developing and executing effective customer operations strategies.
• Excellent communication and interpersonal skills, with the capacity to establish strong relationships and influence stakeholders at all levels.
• Experience with regional banks and credit unions is advantageous.
• Knowledge of SaaS business models and technologies is beneficial.