Director, Customer Operations

Director, Customer Operations 

Who we are

Jellyvision ALEX®, is on a mission to improve lives by helping people choose and use their benefits. We are raising the bar—for benefits and the employee experience (for our employees and those of the customers we serve) – by scaling personalization, compassion and an earnest intent to be helpful in all that we do. 

Jellyvision people are a group of creative problem solvers who use good judgment, give each other honest feedback, engage in real debate, and snack frequently. We are curious, hungry, and humble—because we know this is how we’ll continue to make an impact. We’re kind, biased towards action, and sweat the details to create great experiences for those we serve.  

We are an inclusive, human-first workplace. Respect and trust for each other are foundational, and our equitable total rewards offerings support the lives and holistic well-being of our unique people. At Jellyvision, expect career experiences that challenge you, empower you to have a direct impact on our mission, and enable you to learn, try, and do while having fun along the way.  

What’s the role?

The Director, Customer Operations is in charge of building and leading the Customer Operations team, driving the internal planning and management of Jellyvision’s operations activities along the customer implementation and product support journey. Working closely with the SVP of Customer Operations and Managers, the Director’s role is to remove roadblocks, troubleshoot complex issues, collaborate closely with leaders in other departments, and provide guidance and support across all platform service levels.

What you’ll do to be successful

1) Lead the day-to-day activities of the team.    

1. • Manage and mentor a high-performing team of 3-5 managers, fostering both accountability and growth. 
   • Own the process and execution of complex implementations, ensuring our team delivers with speed, precision, and quality.  
   • Set the tone for a culture of operational excellence, emotional intelligence, and customer-centered thinking. 

Success will be measured by the team’s ability to deliver high-quality implementations and projects on-time and accurately.

2) Own and execute a strategic plan for the department that supports the company vision.  

1. • Identify and resolve systemic issues that impact delivery, customer satisfaction, and internal efficiency. 
   • Use your deep product and industry expertise to proactively de-risk projects and minimize escalations. 
   • Navigate change with clarity, drive and compassion, coaching your team through transitions and strategic shifts effectively. 

Success will be measured by both our team’s ability to hit the metrics that most clearly reflect customer satisfaction (CSAT, CES, retention rate) and our team’s overall levels of engagement and satisfaction in their role and the company’s strategic direction.    

3) Partner with leaders on other teams to drive efficiencies, customer experience, individual performance, and future strategy. 

1. • Act as a key stakeholder with Product, Technology, Customer Success and Revenue, making sure implementation insights shape our roadmap.  
   • Be the voice of customers, partners, brokers, and your internal stakeholders, driving cross-functional alignment and resolving competing priorities through influence and evidence. 
   • Own the feedback loop between what we promise in the sales process, and what we deliver during implementation. 

Success will be measured based on our ability to deliver a roadmap that represents and meets all of your stakeholder’s needs, and that results in Jellyvision achieving our anticipated growth.      

Experience & skills you’ll need

• 5+ years of experience successfully managing employees in an Implementation or Project Management environment, preferably in the HR or SaaS space.
• In addition to 5+ years management experience, a successful track record implementing and onboarding Enterprise customers in a customer-facing role.
• An innate curiosity to know what makes each of your direct reports tick, and an insatiable need to help each of them—and the team overall—succeed.
• A knack for developing positive relationships across the organization to drive influence and align teams with cross-functional initiatives.
• A willingness to operate and make decisions in the absence of clear data, and an ability to pivot quickly and keep your team motivated as business needs change.

The Details 

• Location: Remote 
• Starting Salary: $125,000 - $138,000 

What Jellyvision will give you

Check out our benefits here!

Jellyvision is committed to continuous evolution and fostering a more diverse and inclusive workplace where everyone is welcomed, valued, and respected. It doesn’t matter your race, ethnicity, religion, age, disability, sexual orientation, gender, gender identity/expression, country of origin, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), criminal histories consistent with legal requirements or any other basis protected by law...we just want amazing people who are willing to grow along with us.

Although we have a Chicago-based HQ that employees are welcome to work out of whether they’re local or just visiting, this position is also eligible for work by a remote employee out of CA, CO, FL, GA, IL, IN, KY, MA, MI, MN, NC, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA or WI.

Thanks for your interest in Jellyvision!