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Director of Customer Success & Operations

Orlando, FL

Posted: 08/13/2019 Job Number: 802

BlueWave is hiring a  Director of Customer Success/Operations for a SaaS company in Orlando, FL. Your are responsible for leading the operations team and ensure the on boarding, activation, service, and retention for our new and existing members and oversee  relationships  for all things operational ­ risk, compliance, and technical support.

  • 5+ years of SaaS Operations Management experience
  • Solution ­ oriented with the ability to think strategically and creatively in decision ­ making
  • Strong work ethic to exceed expectations and goals
  • Forward thinking? able to evaluate processes and suggest improvements

  • Recommend and develop enhancements, sources and resources to assist in the review process.
  • Provides reports on a regular basis, and as directed or requested, to keep senior management informed of the operation and progress of compliance efforts.
  • Ensures proper reporting of violations or potential violations to duly authorized enforcement agencies as appropriate and/or required.
  • Responsible for performance against KPI' s including customer retention, NPS, and efficiency metrics
  • Improve customer experience by optimizing and / or developing processes for each subgroup
  • Handle application submissions and underwriting internally
  • Manage communications with sales/operations/marketing team on new products/updates
  • Manage Application Process and application submissions
  • Manage Onboarding
  • Manage Risk and Compliance
  • Internal Subject Matter Expert on Industry News, Service, Support
  • Weekly 1 on 1s with Operations team members
  • Monthly internal newsletter ­ risk, products, new processes, compliance, industry, etc

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