Director, Customer Operations
Aviso de fuente externaen Resideo
Lead Resideo customer operations, improving onboarding, support, service quality, operating processes, and the customer experience across service offerings.
Enlace de postulación no disponible
Salario
No especificado
Ubicación
Aurora, Estados Unidos
Tipo de empleo
No especificado
Modalidad
No especificado
Director, Customer Operations
Aurora, Estados Unidos
Enlace de postulación no disponible
Descripción del empleo
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.
The leader will connect customer needs, service performance, and day-to-day operational realities into practical improvements.
Responsibilities
- Lead a customer operations framework connecting 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 routines that create consistency, visibility, accountability, and clear guidance 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 assess account support volume, onboarding effectiveness, service friction, operational risks, productivity, customer experience measures, and improvement priorities.
- Lead escalation and collaboration.
Key facts
- The role leads customer operations across Resideo’s service offerings.
- Responsibilities include onboarding, account maintenance, operational handoffs, and service support.
- The role uses customer operations KPIs and issue trends to identify improvement priorities.
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Preguntas frecuentes
What does the Director, Customer Operations do?
The role leads the service operating model to improve customer onboarding, support, and navigation of service issues across Resideo’s service offerings.
What are the main responsibilities?
Responsibilities include managing account maintenance and operational support, resolving recurring customer issues, and maintaining playbooks, standards, dashboards, and operating routines.
Which teams does the role partner with?
The role partners with Sales, Product, Marketing, Operations, Technical Support, Security Services, and other customer-facing teams.