Senior Director, Customer Operations

Job title: Senior Director, Customer Operations

Reports to: Head of Customer Success

Department: Relationship Management

Location: Alpharetta, GA

Grade: 21

About Priority:

Priority Technology Holdings, Inc. is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

About the Role:

The Senior Director of Customer Operations is a key leadership role responsible for driving executional excellence, cross-functional alignment, and scalable growth across critical post-sale functions for SMB acquiring customers and partners. Reporting to the Head of Customer Success, this role will lead a multi-disciplinary team spanning Customer Solutions, Partner Onboarding, Strategic Account Management, and Sales Support. This individual will serve as a key thought partner in the modernization of our customer lifecycle and will be instrumental in delivering operational success for both enterprise clients and high-value partners.

Responsibilities: 

Leadership & Strategy

• Serve as a senior leader within the Customer Success organization, responsible for operationalizing post-sale customer engagement strategy.
• Build and lead a high-performing, multi-team organization, ensuring clarity of goals, strong accountability, and seamless execution across functions.
• Partner closely with Product, Sales, Enterprise Operations, and Technology teams to ensure alignment and efficiency in customer and partner journeys.
• Lead change management efforts to support scalability and modernization of service delivery.

Customer Solutions

• Oversee the team responsible for enterprise-level client implementations and strategic revenue enablement programs.
• Drive successful onboarding and activation of enterprise customers and partner-specific initiatives, ensuring timely and high-impact conversion to revenue.
• Build repeatable frameworks and processes to accelerate delivery and reduce time-to-value

Partner Onboarding & Strategic Account Management

• Lead the Partner Onboarding team in delivering white-glove activation for new ISVs, PayFacs, and ISO partners, including system setup, platform training, and initial success planning.
• Oversee Strategic Account Managers responsible for the ongoing operational success of our top-tier partners and enterprise merchants.
• Foster strong, consultative relationships that maximize retention, satisfaction, and growth within the existing partner ecosystem.

Sales Support

• Lead the Sales Support function to ensure real-time, high-quality operational support for our direct sales organization.
• Drive continuous improvement in deal velocity, accuracy, and responsiveness through tooling, training, and team readiness.

What Success Looks Like:

Success for a Senior Director of Customer Operations is multi-faceted, blending strategic leadership, operational excellence, and a customer-centric mindset.

• Improved key operational metrics like average handling time (AHT), first contact resolution (FCR), and service level adherence.
• Strong employee engagement scores, effective leadership development, and succession planning.
• Trusted partner to executive leadership and other departments.
• Regular reporting and insights are driving business improvements an