Director of Customer Success & Operations
100 S Orange Ave #400 Orlando, FL 32801
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