Director Of Customer Operations Jobs (NOW HIRING)

Team & Customer Outcomes

• Own team-level retention, health scores, and overall client experience across CS and support teams.

• Lead and develop the unified CX function as the primary people manager - including directly managing regional managers.

• Build the customer health scoring system and the full view of client data that feeds it.

• Ensure every customer's experience - product, support, and success - feels seamless and consistent.

• Define the voice of Sauce for the customers and their customers
  

Build + Do (Strategic + Tactical)

• Personally engage on high-stakes accounts, escalations, and after-hours crisis moments when senior presence is needed.

• Build regional playbooks and manage the regional structure as we expand into new markets.

• Model urgency, ownership, and outcome-driven problem-solving in a high-pressure environment.
  

Product Partnership

• Work directly alongside Product (partnering closely with our Product Lead) to qualify features before they reach clients.

• Bring the full picture of client data and feedback into product planning and release cycles.

• Deeply understand our product in the food delivery domain - you're not just relaying feedback, you're evaluating product decisions yourself.
  

AI & Automation (Hands-On)

• Build your own dashboards, systems, and automations - a true "ops co-pilot" for the function - without relying on R&D resources.

• Prototype, deploy, and iterate yourself.
  

Cross-Functional Collaboration

• Partner closely with Sales (with our Sales Lead) to align client expectations from the first sales conversation through the full customer lifecycle.

• Partner with Product on qualification, feedback loops, and release readiness.

• Keep communication open across functions so teams move in sync, even under pressure.

First 90 Days

• Develop a full picture of the current CX landscape - CS, Support, health scores, and client data.

• Build strong working relationships with Product and Sales leadership.

• Ship at least one self-built dashboard or automation that gives the org better visibility into client health.

First Year

• Build out a strong regional management structure with clear ownership and accountability.

• Establish a health-score-driven retention engine that ties client data directly to product and sales decisions.

• Become the trusted internal voice of the client - shaping what gets built and how it's sold.

• Prove the CX function as a strategic driver of growth, not just a service function.

Must-Have

• 6-10 years in Customer Success, Customer Experience, or Support leadership, with 4-6 years leading teams including regional or other managers.

• Experience with SMB customers in a high-pressure, fast-moving operational environment - restaurant, food delivery, or food tech strongly preferred; other high-pressure industries acceptable. SaaS-only backgrounds without operational intensity are not a fit for this role.

• Proven experience building customer health scoring systems and working with full client data sets.

• Direct experience partnering with Product - qualifying features, shaping releases, understanding a product deeply enough to evaluate it.

• Strategic and tactical in equal measure - sets vision and executes hands-on.

• Data-driven - every initiative measured and guided by numbers.

• Self-sufficient builder - builds your own dashboards, automations, and regional playbooks without relying on engineering resources.

• Genuine comfort with after-hours, high-stakes operational demands.

• Hands-on AI builder - personally built and shipped automations, not just sponsored them.

• Strong SQL skills - you write and run your own queries.

• Track record of scaling a customer function's output without scaling headcount linearly - you solve for leverage, not just more people

Ideal

• Experience managing regional managers or a multi-region structure.

• Background at a startup with genuine operational intensity - think Toast, or similar fast-paced restaurant/food-tech operators.

• Deep familiarity with the food delivery product landscape.

You'll shape not just how we support clients, but what we build for them and how we sell to them - a rare cross-functional mandate with direct CEO access. 

If you want to own the entire client experience, build your own tools, and thrive in a high-urgency environment where process and speed both matter, this role will feel energizing.