Sr. Director, CS Operations

Sr. Director of Operations 

Frontline Education is the leading provider of school administration software, empowering strategic K-12 leaders with the right tools, data, and insights to proactively manage human capital, business operations, and special education. Educational organizations representing over 80,000 schools and millions of educators, administrators, and support personnel have partnered with Frontline Education in their efforts to develop the next generation of learners. Frontline is dedicated to driving engagement across K-12 school systems and supporting the continuous improvement of employee effectiveness and efficiency with solutions for proactive recruiting and hiring, absence and time, professional growth, student information systems, special education and interventions, payroll, benefits, and financial management.  

The Sr. Director of Operations mission will be to drive the effectiveness and efficiency of our Customer experience, working across Frontlines business. The position reports to the Chief Customer Operations Officer and will partner in defining customer success objectives, strategy, and tactics, reporting, and implementing processes that scale across all the post-sales functions with Client Success.

Responsibilities: 

• Ensure alignment with the strategic, corporate, and operational directives of the organization.   Initiate, direct, and outline strategies, policies, and systems for the Client Success Organization (Support, Services, Success & Learning).  
• Lead cross-functional teams across Frontline for key strategic initiatives.
• Facilitates business problem solving through structured hypotheses, detailed analyses, and synthesized insights leading to recommendations to executive management
• Create and analyze key insights from forecasts, key business drivers, trends, and operating metrics.
• Identify consistency and process issues across the cross-functional frontline teams, break them into manageable components, and create solutions with measurable results.
• Prepare dashboards and presentations to report to the Executive and Customer Success Leadership team.
• Responsible for compiling and rolling up metrics for BOD and other Client Success Organization presentations.
• Track leading indicators of renewals and upsell and analyze them to understand what’s going well and what’s not.
• Maintain constant knowledge of current and upcoming projects and business development activities as they relate to resourcing.
• Conduct periodic reviews of key processes within the team to ensure they are executed, communicated and implemented in the most efficient way.
• Identify duplicate spending and opportunities for consolidation within budgets.
• Partner with Sales Leaders to review pipeline to project staffing needs.
• Partner with Finance to review the Unit economics model to ensure staffing aligns with organizational goals. 
• Key contributor in annual budget planning efforts for Client Services, Support and Learning.
• Build and nurture strong relationships with the cross functional team and other functional operations leaders to ensure alignment and awareness across the entire organization.
•  Identify/implement opportunities for continuous improvement across all areas including onboarding, performance management, technical support and two-way communication.
• Continuously refine our core CS strategy around customer segmentation, engagement models; determine programs and root causes for customer success and churn.   

Key Competencies: 

• Proactive problem solver with curiosity and creativity; who embraces challenges and change.
• Strong analytical skills
• Detail and process-oriented, with the ability to meet deadlines and achieve aggressive KPIs
• Ability to build and foster relationships at all levels of the organization
• Excellent verbal, written and presentation skills 
• Ability to research, analyze, develop, and recommend processes and procedures to improve the customer's overall experience 
• Drive efficiencies and consistency among teams 
• Explore and implement a variety of best practices and standardized processes to ensure operational efficiency and scalability
• Thrives in fast paced environments, where initiatives are fluid and require constant prioritization 

Requirements: 

• Bachelor’s degree in related field 
• 10+ years of professional experience in a SaaS/recurring revenue business; 5 years within Operations or Customer Success
• Experience owning pipeline forecasting in Customer Success or Sales – grasp of the complexity of forecasting in a renewals/retention recurring revenue business
• Thorough underst