Director of Customer Operations

Job Context The Director of Customer Operations reports to the VP of FP&A & Revenue Operations and sits within the RevOps organization. This role is a senior operational leader and strategic partner to the Chief Customer Officer (CCO), responsible for driving operational excellence across Simpro’s global post-sale customer organization.

This leader partners closely with Account Management, Professional Services, Support, and Customer Marketing teams—owning the operating rhythms, analytics, forecasting, and planning that enable these teams to perform at their best. This is an AI-first role for a self-starter who can manage competing priorities, build scalable processes, and translate data into decisions.

You’ll lead a small team of operations analysts and work at the intersection of finance, strategy, and customer go-to-market execution.

What You’ll Do

• Operational Leadership Serve as the embedded RevOps strategic partner to the CCO, enabling effective leadership across Account Management, Professional Services, Support, and Customer Marketing Own and lead business operating rhythms—weekly run-the-business meetings, QBRs, business inspections, root-cause analysis, and corrective action planning
• Build structure, accountability, and execution discipline across the customer organization Analytics & Forecasting Own customer lifecycle analytics, pipeline visibility, and revenue forecasting for post-sale segments
• Analyze customer, operational, and financial data to surface trends, risks, and growth opportunities that inform strategic decisions
• Monitor retention and growth performance through daily and weekly tracking against key business metrics
• Conduct ad-hoc analysis to support the CCO and CMO with executive-level reporting and business cases, partnering with the VP of FP&A & Revenue Operations on priorities Planning & Go-to-Market Execution Partner with Finance on budgeting and forecasting, translating financial goals into operational targets for customer-facing teams Drive Customer go-to-market planning including capacity planning, quota setting, and operational performance management Design, build, and roll out compensation plans for post-sale teams aligned to company strategy
• Develop deep understanding of customer segments, historical performance trends, and attainment vs. targets Team & Cross-Functional Collaboration Lead and develop a high-performing team of operations analysts focused on business impact and strategic insights
• Partner cross-functionally to streamline operations, eliminate friction, and improve efficiency across customer-facing organizations
• Enable the CCO and CMO to scale their organizations through rigorous data-driven planning and operational discipline, in close partnership with the VP of FP&A & Revenue Operation

What You’ll Bring

• Experience & Education Bachelor’s degree in Business, Finance, Operations, Marketing, Economics, or related field required; MBA or advanced degree preferred 6+ years in Customer Operations, Revenue Operations, Business Operations, Finance, or Consulting in a SaaS environment 1+ years leading teams and driving cross-functional operational programs Hands-on experience supporting Customer Success, Account Management, Support, or Customer Marketing in a high-growth or global company
• Proven track record designing and rolling out compensation plans, quota frameworks, and capacity models for post-sale teams
• Strong experience with operational planning, KPI management, pipeline forecasting, and executive reporting
• Proficiency with CRM, BI, and analytics platforms—Salesforce, Tableau, Looker, Power BI, or equivalent
• Active and demonstrable use of AI tools to drive productivity, analysis, and decision-making—this is a core expectation, not a nice-to-have CORE COMPETENCIES Business Acumen You understand how SaaS businesses operate, how post-sale motions drive NRR, and how cross-functional teams achieve company goals. You think in outcomes, not activities. Operational Excellence You are highly organized, structured, and relentless about follow-through. You build systems that create accountability and keep teams on track without micromanagement. Analytical Thinking You make confident, data-driven decisions. You can synthesize complex information, identify root causes, and recommend practical solutions that move the business forward. Drive for Results You set a high bar and hold yourself and your team to it. You take ownership, act with urgency, and deliver quality outcomes even under pressure. Influence & Collaboration You build strong relationships across functions and seniority levels. You use data and clear communication to align stakeholders and drive decisions. Global Mindset You understand the nuances of operating across geographies and time zones, appreciating diverse business practices and market dynamics. Our Core Values We Are One Team We Are Customer Centric We Are Growth Minded We Are Accountable We Celebrate Success Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. This means that we want everyone to feel welcome with us and to provide equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non-performance factor. If you'd like to join a fun and progressive organization, where there are opportunities to develop your career, please apply now with your CV/resume. *Please note, no agencies will be accepted in the recruitment of this role. Welcome to Simpro! Together with AroFlo, BigChange and ClockShark we are one team made up of many nationalities. We are customer-centric, always putting our customers and teammates first. We take accountability, owning both our innovations and our mistakes. We're growth-minded, constantly learning and evolving. And most of all, we celebrate our successes together! Simpro Group provides best-in-class SaaS field service management solutions to trade and field service businesses worldwide. The group comprises four industry-leading companies, Simpro, AroFlo, BigChange and ClockShark, with offices across North America, Australia, New Zealand and the UK. Simpro, AroFlo & BigChange provide comprehensive field service management software for growth-minded trade and field service businesses, while ClockShark specializes in time-tracking and scheduling software solutions. Together, these companies seek to drive businesses forward with solutions that empower teams to work smarter, provide foundations for business scaling, and offer data-driven insights to fuel decision-making. Simpro Group serves over 22,000 businesses and over 400,000 users worldwide and has a global workforce of more than 600 employees. Ready to transform your business? Explore our products at simprogroup.com, aroflo.com, bigchange.com and clockshark.com. Simpro Group has been made aware of fraudulent recruitment activity where individuals are impersonating our company and hiring managers to deceive job applicants. These scammers are using a fraudulent website and email domain (simprogroupcareers.com) and may contact you with illegitimate job offers. Their goal is typically to steal your personal information for identity theft or to trick you into paying for fake application fees, background checks, or equipment. If you have been contacted by someone you suspect is not a legitimate Simpro Group recruiter, or if you have any doubts about a job posting, please do not respond. Do not provide any personal information or payment. We take this matter very seriously and have reported this fraudulent activity to the relevant global authorities. We are committed to ensuring a safe and transparent recruitment process for all candidates.