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Customer operations director skills for your resume and career

Updated January 8, 2025

5 min read

Quoted experts

Xu Zhang Ph.D.,

Nina Woodard

Below we've compiled a list of the most critical customer operations director skills. We ranked the top skills for customer operations directors based on the percentage of resumes they appeared on. For example, 7.2% of customer operations director resumes contained customer satisfaction as a skill. Continue reading to find out what skills a customer operations director needs to be successful in the workplace.

15 customer operations director skills for your resume and career

1. Customer Satisfaction

Here's how customer operations directors use customer satisfaction:

Monitored the daily activities of 125 customer support team members Developed, implemented and monitored programs to maximize customer satisfaction.
Established quality metrics and project definition guidelines that improved efficiency and productivity within the teams and overall customer satisfaction.

2. Account Management

The process of strengthening the relationship between a company and client is called account management. Effective account management has two key objectives, one is to retain loyal customers and the second one is to help the company grow by creating connections with new customers.

Here's how customer operations directors use account management:

Consolidated set-up activities in sales/customer service/account management into bridge team delivering consistent, comprehensive, positive on- boarding experience.
Provide account management to all levels of customer organization.

3. Project Management

Here's how customer operations directors use project management:

Implemented project management principles within Professional Services team, improving project execution, delivery and customer experience.
Redefined and restructured the Project Management department converting the role from administrative to professional services.

4. KPIs

Here's how customer operations directors use kpis:

Managed, developed and deployed 3rd party and custom in house tools for care operations and call center KPIs.
Developed customer operations reporting for KPIs distributed up to US and global management teams.

5. QA

QA, or Quality Assurance is a procedure that entails all of the steps taken to avoid any errors in the manufacturing process or in the production of the goods that a company produces. It can also include ensuring the consistency of the services rendered. Quality assurance ensures that the quality of the service delivered to consumers meets or exceeds the promised expectations. This greatly aids in the prevention of any complications that might arise after the goods or services have been distributed. It makes sure that customers are satisfied.

Here's how customer operations directors use qa:

Analyzed business requirements and presented QA strategy to delivery team.
Enhanced communication between design, QA, and improved training materials to field technicians and customers.

6. CRM

CRM stands for Customer relationship management and it is a complete process through which a business or organization monitors and administers its interactions with the customers. A process in which large amounts of data are collected through marketing via a company's website, polls, surveys, and other social media applications. The basic goal of CRM is to target the right audience for their product, and then fulfill their needs, to increase the sales and revenue of the company.

Here's how customer operations directors use crm:

Shepherded enterprise-wide transition project from organization's legacy customer interface system to cutting edge cloud-based CRM technology.
Managed annual budget/forecast, including event marketing, customer communication and CRM.

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7. Customer Feedback

Customer feedback is the information, insight provided by a customer orally, in writing, or online form about their experiences with a company's product or services. Customer feedback is aimed to convey certain facts that the customers face when using the manufacturer's products, and in turn help the product, customer, and marketing teams understand where there is room for improvement. It may be positive, negative, or neutral, but it is very important for the growth of a business.

Here's how customer operations directors use customer feedback:

Solicited, developed customer feedback & used the information to develop sales, providing input into product development & customer support.
Developed an integrated customer feedback program to measure and track strategic Brand, Sales, Product, Support/Services and online process.

8. Continuous Improvement

Continuous improvement is an ongoing process of improvement of products, services, and processes with the help of innovative ideas. It is an organized approach that helps an organization to find its weaknesses and improve them.

Here's how customer operations directors use continuous improvement:

Established the cross-functional Operational Effectiveness organization to foster continuous improvement culture.
Implemented 5S continuous improvement principles at corporate retail counter in order to streamline counter sales, increase retail space and sales.

9. ROI

Here's how customer operations directors use roi:

Partnered with several vendors to enhance customer experience and improve retention while providing high ROI to the organization.
Identified, tested, and scaled new acquisition channels that increased revenue and turned around a negative ROI.

10. Business Objectives

Business Objectives refer to the goals and objectives which a company has set for itself. They could be related to profit, increasing growth of a business, or something else.

Here's how customer operations directors use business objectives:

Team Director award winner in 2008, 2009 and 2010 for leadership and exceeding business objectives.
Motivated team to successfully beat monthly stated business objectives consistently resulting in faster order to payment cycle time.

11. NPS

Here's how customer operations directors use nps:

Improved Net Promoter Score (NPS) 44 points.
Mapped customer lifecycle, defined customer success metrics and built CS program resulting in 75% increaseto NPS score.

12. Process Improvement

Here's how customer operations directors use process improvement:

Implemented 5-phase framework leveraging industry best practices around process improvement within decentralized culture where such methods were not typically embraced.
Implemented many process improvements in Sourcing Solutions Group that resulted in improved performance, improved utilization, and improved profitability.

13. Customer Retention

Customer retention is the act of dissuading customers from switching to another product or company or the actions a company takes to encourage customers to stay longer and spend more with the company during their lifetime. It's about increasing the number of repeat customers, increasing the profitability of each existing customer, boosting the company's sales, and also helping to build amazing relationships with customers.

Here's how customer operations directors use customer retention:

Directed the development of new service offerings to customers; developed internal service capabilities to drive customer retention.
Directed escalated customer retention team by implementing various processes designed specifically toward retaining current customer base.

14. Digital Marketing

Here's how customer operations directors use digital marketing:

Developed new approaches to digital marketing evaluations and social media campaign assessments.
Led a diverse, matrixed team responsible for e-commerce operations, digital marketing, logistics, and customer-facing operations.

15. Business Processes

Here's how customer operations directors use business processes:

Implemented innovative solutions and optimized business processes to improve contract adjudication.
Developed standard internal business processes to position company for growth.

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What skills help Customer Operations Directors find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on customer operations director resumes?

Xu Zhang Ph.D.

Chair, Farmingdale State College

I believe the most important attributes employers seek on a resume remain the same-problem solving skills, team work skills, analytical/quantitative skills, verbal and written communication skills. However, given the pandemic or any other unexpected shock to work environment, how to quickly and efficiently adapt to new work modes can be a very valuable attribute standing out on resume.

What customer operations director skills would you recommend for someone trying to advance their career?

Nina Woodard

Senior Career Development Specialist, Belmont University

For entertainment, digital marketing and content creation skills are critical. Even if a role isn't specifically connected to digital marketing, social media is almost always involved in most entry-level roles. We strongly encourage students and recent graduates to learn basic graphic design platforms, video editing and audio editing. Learning how to maximize impact on social media platforms such as YouTube, Instagram or TikTok is also a worthy investment of time. There's a wide range of self-paced training resources online, many available for free or at reduced costs for students.

What type of skills will young customer operations directors need?

Craig Nathanson Ph.D.

Adjunct Lecturer, Sonoma State University

I see the essential human skills gaining importance to build a new post-covid work life. These include creativity, leading and working in teams, writing, speaking, being self-aware, and lowering bias and networking; career branding as critical areas for graduates to focus on now.

Do you want to know more?

List of customer operations director skills to add to your resume

The most important skills for a customer operations director resume and required skills for a customer operations director to have include:

Customer Satisfaction
Account Management
Project Management
KPIs
QA
CRM
Customer Feedback
Continuous Improvement
ROI
Business Objectives
NPS
Process Improvement
Customer Retention
Digital Marketing
Business Processes

Business Development
Customer Support
Direct Reports
Logistics
Technical Support
Data Analysis
Service Delivery
Performance Metrics
Revenue Growth
Customer Care
Customer Accounts
Customer Operations
Client Facing
Marketing Campaigns
Program Management

Strategic Direction
HR
Cost Savings
Strategic Plan
Sigma
Customer Expectations
Leveraged
Training Programs
On-Time Delivery
Post Sales
Ongoing Support
Employee Engagement
Americas
Lean Six Sigma
Level Agreements

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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