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Director Customer Operations Jobs in Merrimack, NH

Fidium

Senior Director, Customer Care

Manchester, NH · On-site

This role oversees third-party vendor performance and operations supporting tier 2 technical ... customer satisfaction objectives. The Sr. Director will drive continuous improvement across call ...

AutoStore

Director of Customer Success

Salem, NH · On-site

Director of Customer Success Short Description: At AutoStore, customers are our top priority. The ... Act as a key point of contact and trusted resource for customer operations, * Engaging partner ...

AutoStore

Director of Customer Success

Salem, NH · On-site

Director of Customer Success Short Description: At AutoStore, customers are our top priority. The ... Act as a key point of contact and trusted resource for customer operations, * Engaging partner ...

SemiGen

Director of Operations

Londonderry, NH · On-site

$100 - $150/hr

Director of Operations is responsible for the timely, efficient, and economical production of ... Develop and manage relationships with customers and key external audiences * Performs other related ...

Monogram Foods

Director, Operations (33441)

Haverhill, MA · On-site

$190K - $195K/yr

Director, Operations About Monogram Foods A leading food manufacturer, Monogram Foods specializes ... Ensure that high levels of customer satisfaction are met. * Monitor revenue and budgets, analyzing ...

SemiGen

Director of Operations

Londonderry, NH

Director of Operations is responsible for the timely, efficient, and economical production of ... Develop and manage relationships with customers and key external audiences * Performs other related ...

Reframe-Systems

Director of Operations

Andover, MA · On-site

$180 - $280/hr

... customer's needs. Our cross-disciplinary team brings together architecture, robotics, design ... QUALIFICATIONS * 10+ years of operations leadership , including direct ownership of at least one ...

Reframe Systems

Director of Operations

Andover, MA · On-site

$180 - $240/hr

... customer's needs. Our cross-disciplinary team brings together architecture, robotics, design ... QUALIFICATIONS * 10+ years of operations leadership , including direct ownership of at least one ...

Reframe Systems

Director of Operations

Andover, MA · On-site

... customer's needs. Our cross-disciplinary team brings together architecture, robotics, design ... QUALIFICATIONS * 10+ years of operations leadership , including direct ownership of at least one ...

MACOM

Senior Director of Operations

Nashua, NH · On-site

$180 - $240/hr

We are committed to our customers' success. We partner with customers to help solve their most ... Senior Director of Operations The Senior Director of Operations is a key member of the US ...

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Showing results 1-20

All JobsCustomer Operations JobsDirector Customer Operations JobsDirector Customer Operations Jobs in Merrimack, NH

Director Customer Operations information

See Merrimack, NH salary details

$34.8K

$110.2K

$183.8K

How much do director customer operations jobs pay per year?

As of Aug 29, 2026, the average yearly pay for director customer operations in Merrimack, NH is $110,248.00, according to ZipRecruiter salary data. Most workers in this role earn between $77,300.00 and $138,700.00 per year, depending on experience, location, and employer.

What is a director customer operations?

A Director of Customer Operations oversees customer service teams, ensuring efficient processes, high customer satisfaction, and operational excellence. They develop strategies to optimize service delivery, streamline workflows, and implement technologies to improve customer experience. This role requires strong leadership, problem-solving, and collaboration across departments to align customer operations with business goals. Additionally, they analyze key performance metrics and drive continuous improvements to enhance efficiency and customer retention.

What are the main challenges a director customer operations typically faces in their role?

One of the primary challenges in this role is balancing efficient operational performance with exceptional customer experiences, especially during periods of rapid company growth or change. Directors must frequently address issues such as streamlining workflows, managing complex escalations, and adapting to evolving customer expectations across multiple channels. Additionally, they often drive team development, implement new technologies, and foster collaboration with sales, product, and IT departments. Overcoming these challenges requires strong leadership, agility, and a passion for continuous improvement to ensure both customer satisfaction and organizational success.

What are the key skills and qualifications needed to thrive in the director customer operations position, and why are they important?

Success as a Director Customer Operations requires strong leadership, in-depth knowledge of customer service processes, operational management expertise, and a relevant bachelor’s or master’s degree. Proficiency with CRM systems (such as Salesforce or Zendesk), data analytics tools, and process improvement methodologies like Six Sigma is often expected. Outstanding interpersonal skills, a customer-centric mindset, and the ability to motivate cross-functional teams set top candidates apart. These competencies ensure seamless operations, high customer satisfaction, and the ability to drive strategic improvements across customer service functions.

What does a director of customer operations do?

A director of customer operations oversees the strategies and processes that ensure excellent customer service and satisfaction. They manage teams, develop policies, analyze performance metrics, and implement improvements to enhance the customer experience across channels. Strong leadership, communication skills, and familiarity with customer management tools are essential for this role.

What are the most commonly searched types of Customer Operations jobs in Merrimack, NH?

The most popular types of Customer Operations jobs in Merrimack, NH are:

What job categories do people searching Director Customer Operations jobs in Merrimack, NH look for?

The top searched job categories for Director Customer Operations jobs in Merrimack, NH are:

Director Customer Operations jobs near you
Infographic showing various Director Customer Operations job openings in Merrimack, NH as of August 2026, with employment types broken down into 76% Full Time, 22% Part Time, and 2% Contract. Highlights an 89% Physical, 1% Hybrid, and 10% Remote job distribution, with an average salary of $110,248 per year, or $53 per hour.

Senior Director, Customer Care

Sequel Med Tech

Manchester, NH • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 5 days ago

Job description

About Sequel 
Sequel, headquartered in Manchester, New Hampshire, is a company developing the next generation of transformative drug-delivery advancements starting with diabetes. Sequel's approach is to look at diabetes management holistically to advance systems that make living with diabetes simpler and easier for all. Sequel's flagship product, the twiist Automated Insulin Delivery (AID) System, launched in July 2025 for people with type 1 diabetes providing them with personalized diabetes management. 
 

The Senior Director, Customer Care is responsible for leading Sequel's customer support strategy and operations, ensuring an exceptional customer experience while optimizing efficiency, controlling costs, and building a scalable service model for future growth. As the senior-most leader of the Customer Care function, this role oversees customer interactions across phone, email, chat, and emerging digital channels, driving operational excellence, customer satisfaction, and business performance.

This leader translates business priorities into scalable customer support strategies, operating models, and continuous improvement initiatives that enable sustainable growth. The Senior Director will leverage customer insights, service data, operational metrics, and market trends to identify opportunities, solve complex problems, and proactively recommend innovative solutions that improve both the customer experience and business performance.

This individual must possess the judgment to build for today's needs while architecting an organization capable of supporting future growth. The Senior Director will define what an efficient Customer Care team looks like and continuously measure the team's results against that model. The ideal candidate is an analytical, forward-thinking leader who understands how to drive efficiency, optimize resources, and thoughtfully scale people, processes, and technology without overbuilding.

Job Responsibilities and Essential Duties
Strategic Leadership & Customer Experience
  • Define and execute the short- and long-term vision, strategy, and operating model for Sequel's Contact Center, which includes clinical and technical product support.
  • Direct and mentor a team of Customer Care leaders while building leadership capabilities, organizational effectiveness, and succession pipelines.
  • Translate customer insights, service performance data, business priorities, and market trends into strategic initiatives that improve customer outcomes and strengthen organizational performance.
  • Collaborate with senior leaders across the organization to align customer support priorities with broader business objectives.
  • Build and maintain strong, collaborative relationships with Sequel's Manufacturer of Record and Quality organization to ensure the effective, compliant management of customer product complaints. Drive cross-functional accountability for complaint investigation, resolution, and continuous improvement activities while maintaining adherence to FDA regulations and quality system requirements.
  • Champion a customer-centric culture focused on exceptional service, accountability, innovation, and continuous improvement.
  • Develop and monitor customer experience and operational KPIs, ensuring performance goals are achieved while identifying opportunities for ongoing optimization.
Operational Excellence & Continuous Improvement
  • Provide strategic oversight of Customer Care operations, ensuring the organization delivers exceptional service, operational excellence, and sustainable cost efficiency through data-driven decision-making and continuous improvement.
  • Champion initiatives that enhance customer experience, optimize processes and resources, manage operational risk, and support compliance with regulatory, quality, and company requirements.
Technology & Innovation
  • Provide strategic leadership for CRM platforms, workforce optimization tools, knowledge management systems, conversational AI, automation solutions, and other omnichannel customer engagement technologies.
  • Lead the evaluation, selection, implementation, and adoption of technology solutions that enhance customer experience, improve operational effectiveness, and support future growth.
  • Partner with cross-functional stakeholders to leverage technology and data analytics to drive measurable business outcomes and scalable operations.
  • Stay informed of industry trends and emerging technologies, bringing forward innovative ideas and best practices that position Sequel for long-term success.
Organizational Development & Talent Leadership
  • Build, lead, mentor, and develop a high-performing team, fostering a culture of transparency, collaboration, accountability, and excellence.
  • Develop leadership capabilities within the organization and provide coaching to managers and emerging leaders.
  • Partner with the People & Culture team to create career paths, succession plans, leadership development programs, and talent strategies that support organizational growth.
  • Develop and execute workforce planning, capacity management, and staffing strategies that balance efficiency with future scalability.
Financial & Business Partnership
  • Manage departmental budget and resources effectively, ensuring investments align with business objectives and deliver measurable value.
  • Leverage customer, operational, and financial data to identify trends, develop strategic recommendations, and present actionable insights, business cases, and performance updates to senior leadership, executive teams, and Board-level audiences.
  • Maintain a strong understanding of healthcare reimbursement, payer environments, and customer access considerations to inform operational and service strategies.
Minimum Requirements (Education and Experience):
  • Bachelor's degree in Business Administration, Operations, or a related field, or equivalent combination of education and experience.
  • 12+ years of progressive leadership experience in customer care, customer service, contact center operations, or customer experience management.
  • Demonstrated success building, leading, and scaling customer support organizations in high-growth, fast-paced, or startup environments.
  • Significant experience leading customer care or call center teams within an FDA-regulated industry, including medical device, pharmaceutical, biotechnology, or healthcare organizations.
Required Knowledge, Skills and Abilities:
  • Demonstrated ability to leverage customer insights, operational and business data to develop and execute strategic initiatives, including process improvement, automation, AI-enabled technologies, and digital transformation efforts that enhance customer experience, improve efficiency, contain costs, and deliver measurable business outcomes.
  • Strategic thinker with strong analytical and problem-solving capabilities, able to translate complex data and business challenges into actionable recommendations that balance short-term priorities with long-term growth objectives.
  • Experience leading and developing managers and building high-performing teams and cultures.
  • Demonstrated success influencing cross-functional stakeholders and senior leaders in complex organizational settings.
  • Strong financial acumen with experience managing budgets, forecasting resources, and optimizing operational investments.
  • Deep understanding of customer care operations, workforce management, performance metrics, and contact center best practices, with experience utilizing CRM and customer engagement platforms (Salesforce preferred) to optimize customer experience, operational efficiency, and business performance.
  • Innovative mindset with a passion for leveraging data, technology, and process improvements to enhance customer experiences and business performance.
  • Understanding of healthcare reimbursement, payer coverage, and patient support services environments preferred.
  • Able and willing to work onsite in either Sequel's Marlborough, MA or Manchester, NH office on a regular basis (1-2x/week) and travel domestically as needed.
$220,000 - $270,000 a year
Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 
 
At Sequel, we believe that when you thrive, we thrive. That's why our benefits package is designed to support you from day one. You'll be automatically enrolled in our 401k plan, featuring a 6% company match and 100% immediate vesting. We're committed to your well-being and understand the unique needs of employees and families living with diabetes, so we offer capped out-of-pocket insulin costs and GLP-1 coverage across all plans. You'll have access to a variety of Meritain health insurance plans to suit your needs and can also take advantage of Flexible Spending Accounts (FSAs) or Health Savings Account (HSA). Our comprehensive benefits package includes vision and dental coverage, plus voluntary options such as long-term disability, accident, critical illness, hospital indemnity, and even discounts for pet care. In addition, we provide employer-paid short-term disability and life insurance for extra peace of mind.

We know the importance of taking time to rest and recharge. That's why Sequel offers flexible PTO, generous paid holidays, and Flex Time options to help you balance work and life when you need it most. Our team enjoys a culture built on hard work, fun, and genuine support. At Sequel, you're not just starting a job, you're building a rewarding career and a brighter future. Join us, and let's thrive together!
 
Environmental/Safety/Physical Work Conditions 
Ensures environmental consciousness and safe practices are exhibited in decisions 
Use of computer and telephone equipment and other related office accessories/devices to complete assignments 
May work extended hours during peak business cycles 
Physical requirements such as lifting specific weights 
Some travelling is expected 
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