Director of Operations & Customer Service

Position Title:
Director of Operations & Customer Service

Employment Type:
Full-Time

Department:
Operations

Location:
Denver, Colorado

Reports To:
Chief Executive Officer (CEO)

Position Overview:

The Director of Operations & Customer Service is responsible for leading Nomad Internet’s support, fulfillment, activation, and billing operations. This role directly manages department managers and ensures cross-functional coordination, customer satisfaction, and operational efficiency. The Director plays a critical role in reducing churn, optimizing cost centers, and enforcing performance across internal teams and outsourced call center partners. This is a senior leadership position reporting directly to the CEO.

1. Operations & Support Oversight

Manage and align the following department managers:

• Customer Support Manager
  Oversees inbound customer service teams, including all outsourced call center agents. Responsible for shift coverage, first-contact resolution, CSAT performance, escalation control, and team training compliance.

• Tech Support Manager
  Shares oversight of the same internal and outsourced Tier 1 and Tier 2 support staff. Focuses on technical issue resolution, ticket accuracy, escalation pathing, SLA compliance, and vendor performance.

• Billing Manager
  Manages customer billing operations including refunds, chargebacks, payment disputes, and account clean-up. Maintains internal documentation and financial workflow integrity.

• Activation Manager
  Leads post-sale workflow including SIM setup, shipping validation, and activation follow-up. Ensures customers are activated within standard timelines and monitors drop-off risk.

• Logistics & Fulfillment Manager
  Oversees warehouse, shipping, RMA handling, and inventory management. Ensures vendor SLAs are met and fulfillment delays are escalated and resolved.

Each manager reports directly to the Director with daily updates on KPIs, compliance, risks, and process performance.

2. Strategic Execution & Process Optimization

• Standardize SOPs across all departments and enforce adoption

• Align departments to shared KPIs and accountability workflows

• Identify and resolve handoff failures across activation, support, and billing

• Monitor outsourced vendor delivery and enforce compliance

• Create internal response frameworks and escalation thresholds

3. Cost Control & Operational Efficiency

• Audit top 10 operational cost centers and identify reduction opportunities

• Cut repeat tickets, fulfillment errors, and non-billable labor

• Reduce activation failures and unshipped units

• Automate low-tier support issues where possible

• Renegotiate vendor contracts and identify savings opportunities

4. Reporting & Executive Communication

• Submit daily reports to the CEO covering:

  • Fulfillment delays, ticket volume, and resolution time

  • Churn events, retention saves, and reasons by category

  • CSAT performance across internal and outsourced teams

  • Compliance from outsourced call centers and shipping vendors

  • Documented cost savings, system fixes, and operational blockers

• Use reporting data to recommend structural or vendor adjustments

• Participate in monthly executive performance reviews and present department trends

Key Objectives & Results (OKRs):

Objective 1: Reduce Customer Churn

• Launch save offer automation and outbound retention workflows

• Reduce voluntary churn by 15%

• Implement and track churn reason tagging across all exits

Objective 2: Improve Support Efficiency and Resolution Times

• Reach 90% first-contact resolution

• Reduce average resolution time by 20%

• Enforce ticket ownership and documentation across agents

Objective 3: Deliver Measurable Cost Savings

• Achieve $10K/month in verified operational savings

• Complete cost center audit and vendor renegotiations

• Increase automation and prevent fulfillment rework

Objective 4: Increase Customer Satisfaction (CSAT)

• Launch CSAT surveys across all service interactions

• Maintain CSAT score above 92%

• Use survey feedback in weekly team coaching sessions

Objective 5: Build a Culture of Accountability

• Launch role-specific KPI dashboards by department

• Require daily performance updates from all managers

• Enforce shift discipline and resolution SLAs internally and externally

Position Requirements:

• Must manage department managers—not front-line staff

• Must oversee and enforce performance across internal teams and outsourced vendors

• Must drive daily performance visibility and resolve escalations in real-time

• Must be available during U.S. business hours and operate with urgency

Required Qualifications:

• 7+ years in operations or customer experience leadership

• Experience managing in-house teams and outsourced support simultaneously

• Track record of reducing churn, improving support outcomes, and lowering costs

• Proficient with CRM, helpdesk, shipping, billing, and reporting platforms

• Strong communicator with the ability to lead teams through structure and accountability

📬 How to Apply

Email jobs@nomadinternet.com with:

• Your short video answering the above questions

• A link to your resume or LinkedIn profile

• Any relevant portfolio links or work samples