RightRez (A Mize Company) · 1 month ago
Senior Director of Business Operations
United States
Full-time
Remote
Lead/Staff, Director/Executive
5+ years expRightRez, a Mize Company, is seeking a Senior Director of Business Operations to drive operational excellence and ensure high-quality service for customers. This role involves leading Customer Success, Customer Support, and Implementations teams while collaborating with cross-functional leaders to enhance processes and support product adoption.
Leisure Travel & Tourism
Responsibilities
Lead, mentor, and develop the Customer Success, Customer Support, and Implementations teams
Establish and refine operational processes to improve service delivery, customer onboarding, and issue resolution
Set KPIs, track performance, and ensure teams are aligned with company goals
Foster a culture of accountability, ownership, and continuous improvement
Oversee Customer Success strategy to drive renewals, satisfaction, and long-term partnerships
Implement best-in-class playbooks for onboarding, adoption, upsell readiness, and lifecycle management
Build strong executive relationships with customers and serve as an escalation point for strategic accounts
Ensure high-quality, timely, and efficient support delivery with measurable SLAs and customer experience metrics
Optimize support workflows, tiering, documentation, and knowledge base practices
Lead initiatives to improve resolution times, reduce ticket volume, and enhance support automation
Own the end-to-end implementation framework for new customers
Ensure projects are delivered on time, within scope, and with exceptional customer experience
Partner with Product and Engineering to address onboarding challenges and streamline integrations
Collaborate closely with Product, Engineering, and Sales to ensure strong alignment between customer needs and product development
Inform roadmap decisions with customer insights, usage patterns, and operational trends
Represent Operations leadership in executive discussions and strategic planning
Qualification
Required
5+ years of experience in Operations, Customer Success, or Service Delivery roles within SaaS, travel tech, or enterprise software
3+ years of experience managing leaders or multi-disciplinary teams
Proven success scaling post-sales operations in a high-growth environment
Strong knowledge of customer lifecycle management, support operations, and implementation methodologies
Data-driven decision-maker with strong analytical and process-improvement skills
Excellent communication, executive presence, and relationship-building skills
Experience working remotely and leading distributed teams
Preferred
Travel industry or GDS/automation experience with flights — strong advantage
Company
RightRez (A Mize Company)
RightRez is a leading air travel technology company, providing intelligent automation solutions that optimize every stage of air travel management.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Maria von Foerster
Chief Executive Officer
Michael von Foerster
Founder and Senior Software Developer
Recent News
thesaasnews.com
2025-05-06
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