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Senior Director Customer Support Operations Jobs

Gopuff

Director, Driver & Customer Support

Miami, FL

$140K - $175K/yr

The Director of Driver & Customer Support is responsible for leading all driver-facing and customer ... operational updates, performance trends, staffing recommendations, and business risks to senior ...

AlphaSense

Senior Director, Customer Success

New York, NY · On-site +1

$184K - $230K/yr

Operational Excellence: Build and institutionalize scalable playbooks, frameworks, and data-driven ... We are committed to a work environment that supports, inspires, and respects all individuals. All ...

Nscale

Customer Support Operations Strategist

$124K - $160K/yr

The Customer Support Operations Strategist will lead the operational analytics and reporting function to enhance service performance and customer experience, partnering with various teams to define ...

EnerSys

Senior Director Customer Success

Reading, PA · On-site

$121K - $160K/yr

Job Purpose The Senior Director of Customer Success leads the organization accountable for postsale ... operations, customer care, or ordertodelivery teams * Demonstrated success transforming support or ...

FICO

Senior Director, Customer Engineering

Serve as the senior cross-functional leader aligning Sales, Product, Engineering, Solution Support ... operational practices, or customer enablement - then lead programs to close them. * Drive Thought ...

Elephas

Director, Customer Operations

Madison, WI · On-site

... is seeking a Director of Customer Operations to design and build our customer service ... This critical role supports a multi-segment commercial model spanning CLIA LDT, pharma CRO services ...

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How much do senior director customer support operations jobs pay per year?

As of Jun 11, 2026, the average yearly pay for senior director customer support operations in the United States is $130,869.00, according to ZipRecruiter salary data. Most workers in this role earn between $90,000.00 and $188,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Senior Director Customer Support Operations, and why are they important?

To thrive as a Senior Director Customer Support Operations, you need deep expertise in customer service management, process optimization, and team leadership, typically supported by a bachelor’s or master’s degree in business or a related field. Familiarity with CRM platforms (such as Salesforce or Zendesk), data analytics tools, and experience with quality assurance frameworks are highly valued. Strategic thinking, strong communication, and the ability to inspire and drive cross-functional teams are crucial soft skills for this role. These competencies are essential to deliver exceptional customer experiences, streamline support processes, and achieve organizational goals.

How does a Senior Director of Customer Support Operations typically drive process improvements across a large support organization?

A Senior Director of Customer Support Operations leverages data-driven insights and cross-functional collaboration to identify inefficiencies and implement scalable solutions. They often lead strategic initiatives such as deploying new support technologies, refining workflows, and standardizing best practices across teams. Regularly, they work closely with product, engineering, and quality assurance departments to ensure customer feedback directly informs product enhancements. This role also involves mentoring managers and fostering a culture of continuous improvement, ensuring the organization adapts proactively to customer needs and business objectives.

What does a director of customer operations do?

A senior director of customer support operations oversees the strategy, management, and improvement of customer service functions within an organization. They coordinate teams, implement processes, and utilize tools like CRM systems to ensure high customer satisfaction and efficient support delivery. This role often requires leadership skills, industry knowledge, and experience in customer service management.

How much does a senior director of operations make in the US?

A senior director of customer support operations in the US typically earns between $130,000 and $200,000 annually, depending on the industry, company size, and experience. Compensation may also include bonuses, stock options, and other benefits. This role often requires extensive leadership skills and experience managing large support teams.

What is the difference between Senior Director Customer Support Operations vs Customer Service Manager?

AspectSenior Director Customer Support OperationsCustomer Service Manager
CredentialsTypically requires 10+ years in customer support, leadership experience, and advanced degreesUsually requires 3-5 years in customer service, with supervisory experience
Work EnvironmentStrategic leadership, cross-departmental coordination, high-level decision makingTeam supervision, daily customer interactions, process management
Employer & Industry UsageUsed in large corporations across tech, finance, and retail sectorsCommon in mid-sized to large companies across various industries

The Senior Director Customer Support Operations focuses on strategic oversight and long-term planning for customer support, while the Customer Service Manager handles daily team management and direct customer interactions. Both roles are vital but differ in scope and seniority.

What is the highest paying job in customer service?

The highest paying roles in customer service are typically senior executive positions such as Vice President of Customer Support or Customer Support Director, which can earn six-figure salaries. These roles often require extensive experience, leadership skills, and knowledge of customer support operations, including familiarity with CRM tools and strategic planning.

What does a Senior Director of Customer Support Operations do?

A Senior Director of Customer Support Operations oversees the strategic direction and overall performance of a company's customer support department. They are responsible for developing processes, setting goals, and ensuring high-quality support experiences for customers. This role involves managing teams, analyzing metrics, implementing new technologies, and collaborating with other departments to improve customer satisfaction and operational efficiency. Senior Directors also play a key role in budgeting, hiring, and training within the support organization.

What is the 10/5/3 rule in customer service?

The 10/5/3 rule in customer support emphasizes responding to customer inquiries within 10 minutes, resolving issues within 5 hours, and following up within 3 days to ensure satisfaction. For senior customer support operations, adhering to these timeframes helps maintain high service quality and customer trust.
What states have the most Senior Director Customer Support Operations jobs? States with the most job openings for Senior Director Customer Support Operations jobs include:
Senior Director of Customer Support Operations

Senior Director of Customer Support Operations

BRUNT Workwear

Reading, MA • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 18 days ago

Job description

We're leading the way in redefining the workwear category. Our mission is to engineer better boots and apparel for our country's tradesmen and women by working directly with real workers to learn what they actually need to execute their jobs.
The BRUNT team is not only devoted to improving on the old workwear standards, but we're also creating a community that tradesmen and women can call their own. From our weekly hangouts at the BRUNT Garage, to hosting events across the country, we're all about getting boots on the ground and building something real with the BRUNT crew.
What You'll Do:
Servicing our Customers and responding to their needs drives the overall customer experience at BRUNT. Our Customer Service and Experience team is not a support function, it's a competitive advantage. This role will shape how our customers are supported as well as help us to provide a consistent brand and customer experience, maintaining our customer obsession while building the function to scale as we grow. You will be expected to help our business functions build our strategies based on, how feedback informs the business, and BRUNT's unique commitment to our customers that continues to build trust with the blue-collar workers who rely on our products every day.
The Senior Director of Customer Support Operations will own the end-to-end vision, strategy, and execution at BRUNT, including CX tooling, staffing models, escalation frameworks, and operational readiness for launches and peak periods. This leader will scale a high-performing CX organization focused on delivering best-in-class service while serving as a connection point between CX, Marketing, Merchandising, Operations, and Digital Product.
This role is both strategic and hands-on: setting direction, building systems, developing leaders, and ensuring the day-to-day experience meets the bar as the BRUNT's business continues to scale and grow in complexity. You'll lead and mentor two Senior CX Managers, and their team of CX reps, while building scalable processes, leveraging data and technology, and ensuring the voice of the customer directly influences decision-making across the company.
How You'll Do It:
Operational Excellence
  • Own SLA definition and performance goals, while overseeing day-to-day CS operations across all channels (email, phone and chat)
  • Ensure the team consistently meets or exceeds SLA and quality targets as volume and complexity increase
  • Continuously evaluate and improve workflows, tools, policies, macros, and staffing models to drive efficiency and cost effectiveness without sacrificing quality
  • Build and manage CS operating budgets, optimizing cost per contact and overall support spend while maintaining a best-in-class customer experience
  • Strategically balance in-house teams, BPO partners, and AI solutions to maximize coverage, customer satisfaction, and return on investment.

Strategy & Leadership
  • Own and evolve BRUNT's Customer Experience strategy, ensuring it scales with the business and supports long-term brand and growth goals
  • Lead, develop, and mentor two Senior Managers, and their teams, ensuring clear ownership, accountability, and alignment across the team.
  • Establish and maintain a high-performance CX culture across in-office, remote, and BPO teams
  • Serve as the senior CX voice within the company, advocating for the customer in cross-functional meetings and decisions

Cross-Functional Partnership
  • Act as a customer advocate across the organization, ensuring the customer experience feedback and dates meaningfully inform decisions in Marketing, Merchandising, Operations, and Digital Product
  • Partner closely with the Retention and Acquisition teams to improve LTV, retention rates, repeat purchase behavior, and post-purchase engagement, ensuring CS/CX insights inform their strategies.
  • Work closely with the Operations team to:
    • Ensure customer needs are met operationally (shipping, inventory, returns, etc.)
    • Establish clear feedback loops so recurring customer pain points translate into operational improvements.
  • Collaborate with Merchandising and Digital Product Teams to:
    • Provide structured customer feedback on product performance, fit, and quality
    • Ensure CS/CX is prepared for launches, site promotions, and updates before they impact customers
  • Build and maintain scalable ways of working cross functionally, to ensure the organization is aligned on customer trends, feedback, risks, and opportunities.

Data & Systems Ownership
  • Own CS/CX performance metrics including SLA, NPS, CSAT, ticket resolution time, and contact drivers
  • Translate CS/CX data into actionable insights and clear recommendations for cross-functional partners, and BRUNT leadership
  • Maintain deep working knowledge of core systems including Shopify, Gorgias, Loop Returns, and Order Management System, ensuring CX processes evolve alongside tools
  • Proactively recommend improvements to tools, systems, automation, and data tracking as BRUNT continues to scale

What You Bring to the Table:
  • 10+ years of CS/CX leadership experience, ideally in high-growth DTC or omnichannel environments
  • Proven experience leading managers and scaling teams through rapid growth and increased complexity
  • Strong cross-functional leadership skills with the ability to influence without authority
  • Deep operational rigor paired with a customer-first mindset
  • Experience leveraging AI, automation, and modern CX tooling to improve quality and efficiency
  • Highly data-driven, with the ability to translate metrics into strategy and action
  • Willing and able to work in-office in the Boston area at least 4 days per week

In accordance with applicable salary transparency laws, we are providing the good-faith salary range for this position. This range reflects the base salary that we reasonably expect to pay for this position at the time of posting. The actual compensation offered will depend on factors such as qualifications, experience, skills, and budget.
Benefits & Perks:
  • Healthcare: Comprehensive medical, dental, and vision insurance options.
  • Retirement: 401(k) plan with Company Match.
  • Paid Time Off: 15 days of PTO, plus 11 paid holidays and sick leave.
  • Incentives: Performance-based bonus eligibility and Equity if applicable.

The anticipated salary range for this role is:
Compensation
$139,000-$165,000 USD
No matter what experience you have within our industry we encourage you to apply. At BRUNT, we believe that a strong crew is assembled with people from different backgrounds.
We look for individuals who thrive on challenges, will be passionate about our brand, and believe that teamwork is necessary for success. Show us how your experiences have shaped you and how you can contribute to BRUNT. We can't wait to hear from you!

Apply