KellyOCG · 5 hours ago
Director of Customer Success Operations
Atlanta, GA
Full-time
Hybrid
Director/ExecutiveKellyOCG is a global technology leader in the air transport and travel ecosystem. In this role, you will lead strategic initiatives to transform the customer operations function into a best-in-class Customer Success organization, overseeing the development of customer-centric approaches and collaborating with cross-functional teams to align strategies with business objectives.
Consulting
Responsibilities
Develop and implement Customer Success strategies aligned with business growth objectives across the product portfolio and customer segments
Lead initiatives that support growth, improve product adoption, ensure service quality, enhance customer engagement, and resolve complex customer issues
Establish, track, and report on key performance indicators (KPIs) for Customer Success initiatives
Stay informed on industry trends and innovations to contribute to global Customer Success best practices
Drive customer-centric practices to ensure a seamless and consistent customer experience
Manage customer engagement and loyalty through effective Customer Success programs
Maintain executive-level relationships with key regional accounts
Use customer feedback and data analytics to continuously improve satisfaction and retention
Collaborate with portfolio operations and product teams to inform product development and enhancements
Oversee IT operations across multiple sites, primarily airport environments, ensuring consistent, reliable, and efficient service delivery
Ensure the availability, performance, maintenance, and security of IT systems and networks
Lead change management initiatives related to Customer Success transformation, with a focus on communication, training, and adoption
Partner with internal stakeholders to align goals, share best practices, and secure buy-in across the organization
Develop and manage the regional Customer Success budget, ensuring cost-effectiveness and efficient resource allocation
Monitor and report on budget performance, providing strategic insights and recommendations
Build, lead, and mentor a high-performing team of Customer Success professionals
Provide ongoing coaching and professional development opportunities
Foster a high-performance culture centered on customer value, accountability, and long-term relationships
Collaborate with peers in other regions to contribute to global Customer Success standards and practices
Partner closely with Sales, Marketing, and Product teams to align Customer Success strategies
Enable collaboration between Customer Success and other departments to enhance the end-to-end customer journey
Qualification
Required
Bachelor's or Master's degree in Information Technology, Computer Science, or a related field
Proven experience in a senior Customer Success role
Previous customer-facing leadership experience overseeing IT or technology operations, ideally across multiple geographic locations
Demonstrated experience leading transformation and change initiatives
Fluency in Spanish (spoken and written) is required, as this role includes leadership responsibility across LATAM teams
CRM systems
Data analytics and reporting tools
Strategic planning
Leadership and team management
Customer relationship management
Innovative and solution-oriented mindset
Strong communication and collaboration skills
Problem-solving and risk management capabilities
Preferred
Relevant professional certifications (e.g., ITIL, PMP, CISSP)
Benefits
A diverse, inclusive, and international work environment.
Flexible work arrangements:
Flex Week: Work from home up to 2 days per week (depending on team needs).
Flex Day: Flexibility to adapt your workday to your personal schedule.
Flex Location: Up to 30 days per year working from a location of your choice.
Comprehensive wellbeing support, including an Employee Assistance Program (EAP) for you and your dependents, available 24/7.
Access to personalized wellbeing and health platforms.
Continuous learning and professional development opportunities through global training platforms.
Competitive benefits aligned with local market practices and employment status.
Company
KellyOCG
KellyOCG offers businesses with outsourcing and consulting services on workforce management. It is a sub-organization of Kelly Services.
Founded in 1946
1001-5000 employees
H1B Sponsorship
KellyOCG has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (85)
2024 (76)
2023 (59)
2022 (74)
2021 (81)
2020 (65)
Funding
Current Stage
Late StageLeadership Team
Adelle Harrington
VP KellyOCG EMEA
Chris Jock
VP, Global Managed Solutions - BPO Business Unit Head
Recent News
2025-12-17
Kelly Services, Inc.
2025-10-28
Kelly Services, Inc.
2025-10-15
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