Director Of Customer Operations

About Pulsate

At Pulsate, our passion is personalization. We are a fast moving, smart and innovative Fintech that is changing the face of how the banking industry brings deep seeded personalization into their digital engagement strategies. 

We work with 100’s of Financial Institutions in the US reaching into the pockets of almost 20 million consumers to help bring the personal experience of a branch visit right onto the glass screen of their mobile phone. 

We are making a genuine difference in the lives of millions of Americans, helping Financial Institutions engage their members and customers to improve their financial well-being. 

Our people at Pulsate are passionate, collaborative and always learning in striving to bring our solution to more Financial Institutions and more consumers. 

The Role

We are seeking an experienced and strategic Director of Customer Operations to lead our customer success team. As the Director of Customer Operations, you will play a critical role in ensuring the success and satisfaction of our clients by overseeing the implementation, support, and ongoing management of our products and services. You will lead a team responsible for delivering exceptional customer experiences and driving long-term customer loyalty.

Responsibilities

• Develop and implement strategies to optimize customer operations processes, including onboarding, support, and ongoing account management.

• Lead and mentor a team of customer operations professionals, providing guidance, support, and feedback to drive performance and growth.

• Collaborate cross-functionally with Sales, Marketing, Product Development, and other teams to align customer operations initiatives with overall business objectives.

• Define and monitor key performance indicators (KPIs) to track the effectiveness and efficiency of customer operations processes and drive continuous improvement.

• Develop and maintain strong relationships with key stakeholders to understand their needs, address concerns, and drive customer satisfaction and retention.

• Drive the development and implementation of scalable solutions and best practices to support the rapid growth of our customer base.

• Stay informed about industry trends, best practices, and emerging technologies in customer operations and fintech to ensure our company remains at the forefront of innovation.

Qualifications

• Bachelor's degree in Business Administration, Finance, Marketing, or a related field or equivalent combination of education and experience.

• 5+ years of experience in a leadership role in customer operations, customer success, or account management, preferably in the fintech or financial services industry.

• Proven track record of building and leading high-performing teams and driving exceptional customer experiences and outcomes.

• Strong strategic thinking and problem-solving skills, with the ability to develop and execute effective customer operations strategies.

• Excellent communication and interpersonal skills, with the ability to build strong relationships and influence key stakeholders at all levels of an organization.

• Experience working with regional banks and credit unions is highly desirable.

• Familiarity with SaaS business models and technologies is a plus.