Director of Operations

Director of Operations

Requirements

• 10 years of relevant experience in operations management, SaaS, or technology companies.
• 5 years in a senior leadership role, with a track record of managing complex projects and cross-functional teams.
• Experience overseeing multiple departments, including onboarding, customer success, data migrations, and vendor management.
• Proven ability to scale SaaS operations, optimize workflows, and implement automation tools.
• Strong understanding of fitness business models, including boutique studios, franchises, and enterprise chains.
• Deep experience with learning management systems, customer ticketing systems, knowledge bases, and chatbot technologies.
• Familiarity with Jira, Slack, Confluence, Twilio, CRMs, and analytics platforms.
• Strong leadership, problem-solving, and analytical skills.

Responsibilities

• Develop and implement the operational strategy to optimize service delivery, scalability, and customer success.
• Align operations with business objectives, ensuring efficiency across our studio management system, automated marketing platform, payment processing, fitness performance system, and analytics & business insights.
• Define and track operational KPIs such as uptime, customer retention, SLA compliance, and response times.
• Identify and implement automation tools to streamline workflows, reduce manual processes, and enhance efficiency.
• Oversee relationships with technology vendors, service providers, and third-party integrations to ensure quality, reliability, and cost-effectiveness.
• Negotiate contracts and manage ongoing vendor performance to meet business needs.
• Collaborate with engineering and product teams to optimize integrations with external platforms (e.g., ESP, SMS providers, payment gateways).
• Lead onboarding and training teams to ensure customers are effectively integrated into the platform.
• Oversee onboarding, implementation, data services, and customer success teams, ensuring high satisfaction, fast resolution times, and scalable support models.
• Partner closely with support to implement customer self-service resources such as chatbots, knowledge bases, learning management systems, and ticketing systems to reduce operational costs while improving user experience.
• Develop and oversee data migration strategies, ensuring efficient, seamless transitions for customers switching from other platforms.
• Work closely with engineering, product, and customer success teams to improve the speed, accuracy, and reliability of migrations.
• Address technical and operational challenges associated with data migration and platform integrations.
• Manage the internationalization of service delivery, ensuring our operations support a global customer base.
• Develop multi-language, multi-currency, and localized support strategies for international markets.
• Ensure compliance with regional regulations, payment processing standards, and data privacy laws (e.g., GDPR, PCI compliance).
• Develop and manage operational budgets, optimizing cost structures while maintaining service excellence.
• Identify opportunities for cost savings and efficiency improvements across all areas of operations.
• Work with finance teams to forecast operational expenses and align spending with company growth.

Preferred Qualifications

• International experience preferred.
• Experience in early-stage, high-growth SaaS companies is a plus.
• Understanding data migration processes and their technical and operational challenges is a plus.