Mindr · 1 day ago
Director of Customer Operations & Success
United States
Full-time
Remote
Director/Executive
8+ years expMindr is the nation’s largest interlock provider, dedicated to helping people live and drive responsibly. The Director of Customer Operations & Success is responsible for leading the customer operations function to ensure customers achieve maximum value from the company’s products or services, overseeing customer onboarding, adoption, retention, and expansion strategies while building strong relationships with key stakeholders.
Assistive TechnologyOnline PortalsPublic Safety
Responsibilities
Responsible for oversight of domestic and offshore contact center operations for multiple brands
Use analytics to monitor and maintain expected KPIs such as churn, retention, ASA, handle time, etc. to drive continuous improvement
Develop and execute a comprehensive customer operations strategy that supports Mindr mission and strategic goals
Responsible for driving optimization of customer communication tools, such as telephony, chatbots, customer apps, CRM, etc
Develop, implement, and maintain customer retention and cross-sell initiatives to grow both flagship and emerging brands
Lead, mentor, and manage the Customer Operations team, including hiring, training, performance management, and career development
Partner with compliance, IT, and engineering teams to provide customer feedback and influence product roadmap and process decisions
Prepare and present regular reports on customer operations performance and insights to senior leadership
Qualification
Required
Bachelor's degree in business, communications, social sciences, or other related fields; graduate degree strongly preferred
Minimum 8 years' experience in customer success, account management, operations, or business development roles with a strong preference for experience managing a contact center
Minimum 3 years' leadership experience, preferably in a senior leadership role (director, exec. director, etc.)
Minimum 5 years' experience in highly regulated industries (finance, higher ed, energy)
Demonstrated success in delivering efficient, scalable process solutions
Demonstrated experience building high-performing teams, including crucial conversations and developing the next generation of leaders
Excellent executive communication and stakeholder management skills
Analytical and strategic thinker with the ability to use customer data to monitor trends, problem solve, and develop actionable initiatives
Demonstrated success working cross-functionally and exhibits high operational acumen and an innovative/nimble mindset
Excellent computer skills, including knowledge of Contact Center technology: CRMs, Power BI, telephony, etc
Benefits
401(k)
Dental Insurance
Health Insurance
Vision Insurance
Paid Holidays
Paid Time Off
Ongoing Professional Training
Company
Mindr
Mindr offers public safety services using substance detection, monitoring, and safety technology.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Kathy Holland
Chief Executive Officer
Sonya Evanosky
Chief Financial Officer
Company data provided by crunchbase