Director, Client Operations

Make great client outcomes repeatable. Build the visibility, capacity and systems that let the team serve more clients without losing quality.

1. 01

   We can see client risk and act on it.

   You establish trusted account-health signals, retention reporting and churn tracking. Leaders and Brand Partners know what needs attention and can act before issues escalate.

2. 02

   We know how to scale delivery.

   You build capacity models, recommend team structures and design the operating cadence and onboarding framework with the people leader. Staffing and workload decisions reflect the work clients actually need.

3. 03

   The team delivers more with its time.

   You build and improve tools, automations and AI-enabled workflows, measuring their effect on capacity, quality and execution.

4. 04

   Operational priorities get implemented.

   You bring a clear point of view, work across teams and carry initiatives from problem definition through rollout and adoption. The systems you build become part of how the business runs.

• 6+ years in client success operations, client operations, business operations or related work, with experience supporting a post-sales organization. You understand how client delivery, retention and team capacity connect.

• You’ve built a post-sales, client success or client operations function from 0 to 1 and made it work well. You’ve personally designed and implemented the systems, metrics and workflows at an organization with strong post-sales execution, and can demonstrate the results of what you built.

• You turn data into decisions. You can define useful measures, work hands-on with data, test its reliability and translate findings into action.

• You design systems and implement them. You can map a workflow, find the underlying problem, choose a practical solution and get it working in day-to-day use.

• You put AI and automation to work. You’ve implemented workflows that improve speed, capacity or quality, with a clear way to measure results and catch failures.

• You exercise independent judgment. You can prioritize ambiguous problems, explain tradeoffs to leadership and drive work across teams without waiting for a finished specification.

• You follow through. You stay involved through adoption, inspect whether the solution works and improve it when it doesn’t.

• You’ve built client-health scoring, segmentation, capacity models or onboarding systems.

• You have hands-on people-management experience, including hiring, managing or developing a team in any function.

• You have experience with, or a strong interest in, design, brand, creative work, architecture or interiors.

Compensation will reflect the scope of the role, your relevant experience and local market data. The package includes base salary, equity options and benefits.