Director, Operations

About the Position:

We are seeking a strategic and experienced Director of Operations to help drive and optimize our Customer Operations initiatives. In this role, you will be responsible for driving operational excellence, scaling processes, and leveraging data insights to enhance customer satisfaction and retention. You will work closely with the Customer Success, Professional Services, Customer Support, Sales/Sales Operations, Product, IT, Marketing, Revenue Operations and Executive teams to align on strategic goals and ensure that our customers and customer operations achieves their desired outcomes.

This is a fast-paced and evolving environment that requires excellent communication skills, the ability to multi-task and work towards a deadline. The right candidate will possess a strategic mindset that will be able to partner with Go-to-Market Leadership and team members to help ensure our GTM organization continues to scale and meet our overall growth objectives.

• Process Optimization - Lead the design, implementation, and continuous improvement of scalable processes across Customer Operations and go to market.. Identify and address inefficiencies to enhance team productivity and customer satisfaction.
• Data-Driven Insights - Oversee the development and maintenance of dashboards and reports that track key performance indicators (KPIs). Provide strategic insights to leadership to help drive decision-making.
• Technology Management - Manage the selection, implementation, and optimization of Customer Operations tools and software in partnership with IT and CO Leadership (e.g., CRM, Planhat, Certinia, Zendesk). Ensure that technology solutions support the team's goals and improve operational efficiency.
• Customer Journey Enhancement - Partner with CO Leadership to help execute initiatives that optimize the customer journey, identifying opportunities for increased engagement, value delivery, and customer success as well as turning Professional Services and Premium Support into a revenue generating business..
• Cross-Functional Collaboration - Serve as a key liaison between Customer Operations, Sales, Marketing, Product, and Support teams. Present Customer Operations in key company wide initiatives such as quote to cash. Ensure alignment on customer goals and facilitate seamless collaboration across the organization.
• Operational Forecasting & Planning - Partner with finance and the business stakeholders in the development of customer operations forecasting and planning to ensure the team is appropriately resourced to meet customer needs.

You Have:

• Six years plus of experience in Operations, CX & Strategy, with a demonstrated history of improving productivity, retention by providing data-driven insights in the software/technology industry.
• Bachelor’s degree in Business Administration, Finance, Economics, or related field.
• Strong financial acumen and understanding.
• Experience in exhibiting sound business judgment, a proven ability to influence others, strong analytical skills, and a proven track record of taking ownership, leading data-driven analyses, and influencing results
• Proven experience with the development and implementation of systems/tool utilized for CRM, compensation, revenue reporting, forecasting, Salesforce automation, etc.
• Experience with Salesforce, Planhat, Certinia, Docebo, Zendesk or similar CRMs.
• Demonstrated success working in a cross-functional team environment on multiple projects with changing priorities and tight deadlines.
• Strong organizational skills and ability to prioritize and communicate.
• Strong written and verbal communication skills, with a track record of presenting to senior management

You Are:

• Able to operate successfully in a lean, fast-paced organization, and to create a vision and organization that can scale quickly
• Problem Solver and have the ability to think strategically to address complex challenges.
• A strong team player who supports their team and embraces ownership, accountability, and responsibility 
• Organized and able to effectively manage and own multiple projects from start to finish with minimal supervision.
• Able to collaborate with others with different backgrounds and skill sets.
• Able to adapt quickly to changes in technology.

For employees hired to work from our NYC HQ, Fireblocks is required by law to include a reasonable estimate of the compensation range for this role. This range is specific to New York City, and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as years of experience, skills, and other business needs.

It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. A reasonable base salary range estimate for this position is $150,000 - $190,000. The base salary is one component of the total compensation package, which for some roles may include a target bonus, a very competitive equity grant, and very generous benefits. While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission and culture are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are.