Director, Customer Operations
External job listingat Resideo
Lead Resideo’s customer operations framework, improve onboarding and support, resolve recurring issues, and help scale service offerings.
Salary
Not provided
Location
Louisville, United States
Employment type
Full time
Workplace
Not provided
Director, Customer Operations
Louisville, United States
Job description
About the role
Resideo is seeking a Director, Customer Operations to lead the service operating model across its service offerings. The role focuses on improving customer onboarding, support, and service issue navigation, while shaping processes, routines, tools, and performance measures to improve service quality, simplify the customer experience, and help scale service offerings.
Responsibilities
- Lead a customer operations framework that connects onboarding, account maintenance, operational handoffs, and service account processes.
- Manage daily account maintenance and operational support processes, especially for Security customers, including account updates, service changes, customer records, and recurring issues.
- Identify patterns behind recurring customer issues across systems, services, processes, and support teams, and translate customer feedback and service performance trends into recommendations.
- Build and maintain operating playbooks, process standards, dashboards, and operating routines that support consistency, visibility, accountability, and clear processes when services or processes change.
- Partner with Sales, Product, Marketing, Operations, Technical Support, Security Services, and other customer-facing teams to align pre-sale expectations, post-sale execution, operational handoffs, and service support.
- Define, monitor, and use customer operations KPIs and issue trends to identify account support volume, onboarding effectiveness, service friction, operational risks, productivity, customer experience measures, and improvement priorities.
How to apply
Apply directly on CazVid.
Key facts
- The role leads customer onboarding, support, and service issue operations across Resideo’s service offerings.
- Daily account maintenance and operational support processes especially focus on Security customers.
- The role partners with Sales, Product, Marketing, Operations, Technical Support, Security Services, and other customer-facing teams.
Frequently asked questions
What does the Director, Customer Operations role involve?
It leads the service operating model for customer onboarding, support, and service issues across Resideo’s service offerings.
Which customer operations processes does the role manage?
The role manages account maintenance and operational support, especially for Security customers, including account updates, service changes, customer records, and recurring issues.
How can I apply?
Apply directly on CazVid.