Director, Operations

The world of digital assets is accelerating in speed, magnitude, and complexity, opening the door to new ways for leveraging the blockchain. Fireblocks’ platform and network provide the simplest and most secure way for companies to work with digital assets and it trusted by some of the largest financial institutions, banks, globally-recognized brands, and Web3 companies in the world, including BNY Mellon, BNP Paribas, ANZ Bank, Revolut, and thousands more. 

About the Position:

We are seeking a strategic and experienced Director of Operations to help drive and optimize our Customer Operations initiatives. In this role, you will be responsible for driving operational excellence, scaling processes, and leveraging data insights to enhance customer satisfaction and retention. You will work closely with the Customer Success, Professional Services, Customer Support, Sales/Sales Operations, Product, IT, Marketing, Revenue Operations and Executive teams to align on strategic goals and ensure that our customers and customer operations achieves their desired outcomes.

This is a fast-paced and evolving environment that requires excellent communication skills, the ability to multi-task and work towards a deadline. The right candidate will possess a strategic mindset that will be able to partner with Go-to-Market Leadership and team members to help ensure our GTM organization continues to scale and meet our overall growth objectives.

• Process Optimization - Lead the design, implementation, and continuous improvement of scalable processes across Customer Operations and go to market.. Identify and address inefficiencies to enhance team productivity and customer satisfaction.
• Data-Driven Insights - Oversee the development and maintenance of dashboards and reports that track key performance indicators (KPIs). Provide strategic insights to leadership to help drive decision-making.
• Technology Management - Manage the selection, implementation, and optimization of Customer Operations tools and software in partnership with IT and CO Leadership (e.g., CRM, Planhat, Certinia, Zendesk). Ensure that technology solutions support the team's goals and improve operational efficiency.
• Customer Journey Enhancement - Partner with CO Leadership to help execute initiatives that optimize the customer journey, identifying opportunities for increased engagement, value delivery, and customer success as well as turning Professional Services and Premium Support into a revenue generating business..
• Cross-Functional Collaboration - Serve as a key liaison between Customer Operations, Sales, Marketing, Product, and Support teams. Present Customer Operations in key company wide initiatives such as quote to cash. Ensure alignment on customer goals and facilitate seamless collaboration across the organization.
• Operational Forecasting & Planning - Partner with finance and the business stakeholders in the development of customer operations forecasting and planning to ensure the team is appropriately resourced to meet customer needs.

You Have:

• Six years plus of experience in Operations, CX & Strategy, with a demonstrated history of improving productivity, retention by providing data-driven insights in the software/technology industry.
• Bachelor’s degree in Business Administration, Finance, Economics, or related field.
• Strong financial acumen and understanding.
• Experience in exhibiting sound business judgment, a proven ability to influence others, strong analytical skills, and a proven track record of taking ownership, leading data-driven analyses, and influencing results
• Proven experience with the development and implementation of systems/tool utilized for CRM, compensation, revenue reporting, forecasting, Salesforce automation, etc.
• Experience with Salesforce, Planhat, Certinia, Docebo, Zendesk or similar CRMs.
• Demonstrated success working in a cross-functional team environment on multiple projects with changing priorities and tight deadlines.
• Strong organizational skills and ability to prioritize and communicate.
• Strong written and verbal communication skills, with a track record of presenting to senior management

You Are:

• Able to operate successfully in a lean, fast-paced organization, and to create a vision and organization that can scale quickly
• Problem Solver and have the ability to think strategically to address complex challenges.
• A strong team player who supports their team and embraces ownership, accountability, and responsibility 
• Organized and able to effectively manage and own multiple projects from start to finish with minimal supervision.
• Able to collaborate with others with different backgrounds and skill sets.
• Able to adapt quickly to cha