Director of Customer Operations

Publishing.com empowers individuals from all walks of life to generate meaningful income streams through book publishing. As a leading online education platform, we specialize in guiding our students through the processes of selling books and audiobooks on major platforms like Amazon and Audible. We are proud to share that Publishing.com has been recognized as the 19th fastest-growing private company in America on the Inc. 5000 list for 2023! Our mission is to become the premier, one-stop destination for all publishing-related needs. In line with this vision, we have launched our latest innovation, Publishing.ai, a software designed to further revolutionize the publishing industry. This marks a significant milestone in our journey toward achieving our goal as we continue to expand our offerings and support our community of authors and publishers.

We are seeking a Director of Customer Operations who doesn’t just oversee customer experiences but rather builds fundamental customer operations that enable business success. By utilizing data to fuel decisions such as defining new KPIs and structuring SOPs for the Customer Success teams, we anticipate that the entire business will be able to scale more effectively. This role demands a hands-on leader who is committed to fostering a culture of accountability and continual improvement with an unstoppable drive to succeed. At the heart, our Director of Customer Operations should be as obsessed with providing great customer service as we are and should aim to elevate every customer touchpoint.

• Directly oversee Coaching, Support, and Onboarding functions, ensuring a cohesive and ambitious strategy that aligns with overall business goals and enhances customer experience (CX).
• Utilize qualitative and quantitative data to define SOPs, metrics, and KPIs for teams, aligning everyone on the most effective ways to ensure strong NPS.
• Lead by example in customer success activities by providing hands-on coaching and oversight.
• Collaborate with Marketing, Sales & Product to identify and implement strategies that improve the entire customer lifecycle.
• Review customer success processes, identify areas for improvement, provide actionable recommendations, and document all changes and results to foster accountability and transparency.
• Act as liaison between customer success teams and executive management, facilitating the flow of information and setting clear expectations.
• Collaborate with development for feature testing based on customer insights.
• Recruit, mentor, retain, and inspire a high-performance team.

• 8+ years of Customer Success, Customer Support, or Customer Service experience, including recent leadership experience in a B2C SaaS company.
• 2+ years of experience in a CX leadership role demonstrating hands-on involvement in results-driven strategy and execution.
• History of setting ambitious goals and exceeding expectations through strategic planning and execution, with a relentless pursuit of success.
• Demonstrated ability to review, recommend, and implement process improvements that drive efficiency and effectiveness for both the customer and the business at large.
• Expertise in defining, tracking, and driving performance against KPIs utilizing data-driven insights to inform decision-making and refine strategic approaches to CX.
• Proven track record of developing customer-facing strategies to enhance satisfaction, retention, and growth, by utilizing a customer-first mentality.
• Excellent communication skills, serving as a liaison between teams and executive leadership to ensure alignment and drive strategic improvements.
• Experience collaborating with other teams to integrate customer feedback into tangible product enhancements, enhancing overall customer experience.
• Technical proficiency with customer success platforms like Intercom or Zendesk; interest in leveraging technology to enhance customer experiences.
• Excellent organizational and project management skills that allow for effective management of multiple initiatives and priorities simultaneously in a fast-paced, evolving workplace.

At Publishing.com, our dedication to our mission and core values isn't just talk; it's reflected in how we treat our team. We believe in nurturing our employees' well-being, supporting their families, and empowering them to contribute to their communities. Here's how we stand out:

• Recently recognized as #19 on the Inc 5000's list of Fastest Growing Private Companies in America for 2023
• We are a completely remote team located worldwide with 100+ employees
• We have great benefits including 4 weeks of paid time off (PTO), competitive health, vision, and dental benefits, 401k, and team socials...yes, even remotely
• We care about our culture deeply and live by our company values (1) Service that WOWs, (2) Ultimate Team Player, (3) Great Freakin' Attitude, (4) Billion Dollar Standards
• We encourage learning, growth, and continuous improvement and create meaningful programs to support our employees' professional development
• If you want to join a team on the ground floor, this is your chance: we are expanding beyond being an education company to become the one-stop shop for all your self-publishing needs

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