What does a customer operations director do?
A customer operations director is primarily responsible for spearheading and developing customer service operations in a company, ensuring efficiency and customer satisfaction. They are also responsible for coordinating with analysts to devise strategies that would improve overall operations, identifying new sales opportunities, developing programs for employees and clients, and implementing improvements in vulnerable areas. They must manage the budget, delegate tasks, and handle any complex issues or problems. Furthermore, as a director, it is crucial to lead efforts and encourage the workforce, all while implementing the company's policies and regulations.
Customer operations director responsibilities
Here are examples of responsibilities from real customer operations director resumes:
- Manage, develop and deploy 3rd party and custom in house tools for care operations and call center KPIs.
- Manage annual budget/forecast, including event marketing, customer communication and CRM.
- Finance and billing accountability across Medicaid, manage care commercial insurance, insurance verification, contract management, and benefits administration.
- Conduct data analysis to disprove hypothesis of spare parts logistics performance issues and re-prioritize investments to improve customer experience.
- Maintain all KPIs relate to client adoption and ongoing retainer success.
- Handle regulatory issues involving ISO 13485, FDA and 510K submissions.
- Develop customer SLA regarding product defects.
- Analyze business requirements and present QA strategy to delivery team.
- Establish department SLA requirements for servicing internal and external customers.
- Establish logistics department and create operational procedures to accommodate company's rapid growth.
- Shepherd enterprise-wide transition project from organization's legacy customer interface system to cutting edge cloud-base CRM technology.
- Train QA and production teams resulting in increase identification of defects and decrease overall number of defects in deliver products.
- Cultivate transparent communication among patients, physicians, hospital personnel, and internal customers to achieve peak levels of client satisfaction.
- Maintain high level of confidentiality of privy executive management information of FedEx.
Customer operations director skills and personality traits
We calculated that 7% of Customer Operations Directors are proficient in Customer Satisfaction, Account Management, and Project Management. They’re also known for soft skills such as Communication skills, Leadership skills, and Management skills.
We break down the percentage of Customer Operations Directors that have these skills listed on their resume here:
- Customer Satisfaction, 7%
Monitored the daily activities of 125 customer support team members Developed, implemented and monitored programs to maximize customer satisfaction.
- Account Management, 6%
Consolidated set-up activities in sales/customer service/account management into bridge team delivering consistent, comprehensive, positive on- boarding experience.
- Project Management, 6%
Implemented project management principles within Professional Services team, improving project execution, delivery and customer experience.
- KPIs, 6%
Managed, developed and deployed 3rd party and custom in house tools for care operations and call center KPIs.
- QA, 5%
Analyzed business requirements and presented QA strategy to delivery team.
- CRM, 5%
Shepherded enterprise-wide transition project from organization's legacy customer interface system to cutting edge cloud-based CRM technology.
Common skills that a customer operations director uses to do their job include "customer satisfaction," "account management," and "project management." You can find details on the most important customer operations director responsibilities below.
Communication skills. One of the key soft skills for a customer operations director to have is communication skills. You can see how this relates to what customer operations directors do because "top executives must be able to convey information clearly and persuasively." Additionally, a customer operations director resume shows how customer operations directors use communication skills: "developed a communication and customer support infrastructure that included integrating a third-party help desk system, building a cu"
Leadership skills. Another essential skill to perform customer operations director duties is leadership skills. Customer operations directors responsibilities require that "top executives must be able to shape and direct an organization by coordinating policies, people, and resources." Customer operations directors also use leadership skills in their role according to a real resume snippet: "present customer satisfaction status and provide recommendations to executive leadership team. "
Problem-solving skills. customer operations director responsibilities often require "problem-solving skills." The duties that rely on this skill are shown by the fact that "top executives need to identify and resolve issues within an organization." This resume example shows what customer operations directors do with problem-solving skills on a typical day: "implemented customer support portal as well as 24/7 phone line resolution mechanisms. "
Time-management skills. Another common skill required for customer operations director responsibilities is "time-management skills." This skill comes up in the duties of customer operations directors all the time, as "top executives do many tasks concurrently to ensure that their work gets done and that the organization meets its goals." An excerpt from a real customer operations director resume shows how this skill is central to what a customer operations director does: "led team of 30+ project management and customer service professionals to deliver purchased products and services on time with high quality. "
The three companies that hire the most customer operations directors are:
- Pearson13 customer operations directors jobs
- Palo Alto Networks4 customer operations directors jobs
- GROWMARK4 customer operations directors jobs
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Compare different customer operations directors
Customer operations director vs. Director of sales and operations
Directors of Sales and Operations are executives who oversee the performance of the company. They set the strategic direction for the company's sales force. They also ensure that company operations run efficiently. Directors of Sales and operations are in charge of analyzing the sales data of the company. They identify areas for improvement and create strategies that will address these challenges. They would then ensure that the strategies are effective. In case the initial strategies did not produce the desired results, they are expected to change course and continue trying. They are also in charge of managing the operations of the company. They ensure that the company is properly equipped with the right tools to get the best value for their products and services.
While similarities exist, there are also some differences between customer operations directors and director of sales and operations. For instance, customer operations director responsibilities require skills such as "qa," "customer feedback," "continuous improvement," and "business objectives." Whereas a director of sales and operations is skilled in "sales operations," "analytics," "salesforce," and "sales process." This is part of what separates the two careers.
Directors of sales and operations really shine in the professional industry with an average salary of $140,719. Comparatively, customer operations directors tend to make the most money in the start-up industry with an average salary of $154,284.On average, directors of sales and operations reach similar levels of education than customer operations directors. Directors of sales and operations are 4.1% less likely to earn a Master's Degree and 0.1% more likely to graduate with a Doctoral Degree.Customer operations director vs. Director of business operations
The position of a director of business operations involves the direction and coordination of an organization. It is the main responsibility of the directors of operations to oversee the profitability and overall growth of their organization. Their job includes staff management, department supervision, goods production, and expense control. They handle the company's resources, create and implement an operational plan, and make sure that the procedures are executed properly. The skills necessary for this position include leadership skills, management skills, customer service, and communication skills.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that customer operations director responsibilities requires skills like "account management," "qa," "customer feedback," and "business objectives." But a director of business operations might use other skills in their typical duties, such as, "customer service," "patients," "oversight," and "financial management."
On average, directors of business operations earn a lower salary than customer operations directors. Some industries support higher salaries in each profession. Interestingly enough, directors of business operations earn the most pay in the manufacturing industry with an average salary of $127,932. Whereas customer operations directors have higher pay in the start-up industry, with an average salary of $154,284.directors of business operations earn similar levels of education than customer operations directors in general. They're 3.8% more likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.Customer operations director vs. Regional director of operations
A Regional Director of Operations supervises an organization's operational activities for an assigned region. Their duties include hiring employees, creating work schedules, overseeing the regional budget, and authorizing expenditures.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a customer operations director is likely to be skilled in "account management," "kpis," "crm," and "customer feedback," while a typical regional director of operations is skilled in "healthcare," "customer service," "patients," and "oversight."
Regional directors of operations earn the highest salary when working in the insurance industry, where they receive an average salary of $98,480. Comparatively, customer operations directors have the highest earning potential in the start-up industry, with an average salary of $154,284.When it comes to education, regional directors of operations tend to earn similar degree levels compared to customer operations directors. In fact, they're 0.0% more likely to earn a Master's Degree, and 1.1% more likely to graduate with a Doctoral Degree.Customer operations director vs. Operations support manager
Operations Support Managers are employees who handle different support initiatives for the employees or operations-related departments. These support initiatives may come in people management and upskilling, IT infrastructure assistance, or process improvement, among others. Operations Support Managers must have a deep understanding of company operations and the employees' needs. They manage processes and standards to ensure that company operations are fully supported and will not be disrupted. They resolve concerns and anticipate problems that may come. They can plan and create safeguards to ensure that such problems will not arise in the future.
Types of customer operations director
Updated January 8, 2025
