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DISA Global Solutions, Inc. · 10 hours ago

Director, Success Operations

United States

Full-time

Remote

Lead/Staff, Director/Executive

$135K/yr - $152K/yr

5+ years exp

DISA Global Solutions is an industry-leading safety and compliance solutions provider with a rich history of IT innovation. The Director of Success Operations is responsible for building and scaling the operational infrastructure for Client Success and Student Success teams to enhance customer experiences and drive retention.

Human Resources

Responsibilities

Define and continuously improve the Success Operations strategy and operating model to support retention, delivery excellence, risk management, and customer experience

Design and scale end‑to‑end processes across onboarding, transitions, support, renewals, QBRs, and student success workflows with clear SLAs and accountability

Lead operational readiness and execution during organizational changes to ensure stability and alignment

Build and maintain a scalable framework that supports internal teams and outsourced partners while ensuring quality and compliance

Own the implementation, governance, and optimization of Success technology platforms, including CRM, telephony, dashboards, ticketing, workflow, and analytics

Drive automation initiatives that reduce manual work, improve accuracy, and increase operational efficiency

Partner with Product, Engineering, IT, and Data teams to ensure strong system integration, clean data, and reliable reporting

Manage all Success reporting and analytics, including customer health, retention risk, adoption metrics, operational KPIs, and executive dashboards

Deliver actionable insights to leadership to support decision‑making, prioritization, and forecasting

Provide operational leadership for Student Success, including partner management, call center operations, quality assurance, training, and continuous improvement

Identify and resolve operational bottlenecks to reduce friction and improve customer and student outcomes

Develop and maintain playbooks, best practices, and standardized procedures to strengthen execution across Success teams

Own Voice of Customer programs and ensure insights translate into meaningful action

Serve as a key cross‑functional leader, partnering with Sales, Product, Operations, Finance, Compliance, and Support to ensure alignment across the customer journey

Champion a proactive, relationship‑driven Success culture focused on long‑term value, retention, and trusted client partnerships

Other similar and/or related duties as assigned

Qualification

CRM platformsOperational integrationsProcess designAutomationPartner managementCommunication skillsOrganizational skillsLeadership

Required

Bachelor's degree in Business Administration, Operations Management, Information Systems, Organizational Leadership, or a related field; or a minimum of 8 years of experience in Client Success, Operations, SaaS, or related functions in lieu of a degree

Minimum of 5 years in senior leadership roles

Proven success leading operational integrations, unifying teams, processes, systems, and culture into a single high‑performing organization

Deep expertise with CRM platforms (Salesforce preferred), analytics, dashboards, and operational tooling

Demonstrated ability to transform legacy teams into proactive, relationship‑driven, retention‑focused organizations while maintaining engagement and continuity

Strong background in process design, automation, partner management, and scaling operational frameworks

Track record of leading through change with strong executive presence, cross‑functional influence, and minimal oversight

Exceptional analytical, communication, and organizational skills with a strong bias for clarity, structure, and execution