« Back to Customer Operations positions

Sr. Director of Customer Operations

Customer Operations

Portland

Apply Now

About SurveyMonkey

SurveyMonkey (NASDAQ: SVMK) is a leading global survey software company on a mission to power the curious. The company’s People Powered Data platform empowers over 17 million active users to measure and understand feedback from employees, customers, website and app users, and the market. SurveyMonkey’s products, enterprise solutions and integrations enable 350,000+ organizations to solve daily challenges, from delivering better customer experiences to increasing employee retention. With SurveyMonkey, organizations around the world can transform feedback into business intelligence that drives growth and innovation.

SurveyMonkey is a place where the curious come to grow. By embedding inclusion into our processes, policies, and culture, we are building a workplace for our 1,000+ employees across North America, Europe, and APAC where people of every background can thrive. We’ve won multiple awards and received recognition for our forward-looking policies, including extended parental and bereavement leave, vendor benefits standards, and Take 4 sabbaticals. SurveyMonkey was recognized by Great Place to Work® and FORTUNE as a top workplace in 2018 and 2019, and the company has also won numerous awards as a leader in global survey software, including being named among CNBC’s Disruptor 50 and the Forbes Cloud 100.

Over the past two years we’ve become a public company and expanded our platform with enterprise-grade features in privacy, security and compliance, putting SurveyMonkey on the path to rapidly expand our presence within the Fortune 500. We have ambitious goals to grow our international footprint as well, and every member of our troop plays a critical role in driving this growth and transformation. It’s an incredible time to join the company and be a part of our next chapter!

 

The Role

SurveyMonkey is seeking a Sr. Director of Customer Operations to lead the global customer support team for our SurveyMonkey product. The leader of this team will be responsible for the design and implementation of successful customer support strategies that will scale alongside the changing needs of our customers, team, and business. They will be directly responsible for managing a global team of operations managers, product specialists, and customer engagement representatives that deliver high quality engagements, primarily through email and phone, for our 6 million customers. We are seeking a seasoned operator who uses best practices and processes to maximize existing and new resources to meet customer demand.

The person in this role will embrace our unique team and company culture by developing and maintaining employee engagement programs that enable career development within the Customer Operations team and the company. They will also be responsible for the recruitment, management, and development of employees across multiple job roles and levels who support SurveyMonkey customers. The role requires partnership and collaboration with Product, Engineering and other cross functional teams to ensure consistent, high-quality user interactions and customer-focused product enhancements. The person we seek is a seasoned leader, a strong customer advocate, a strategic and analytical leader with vision who thrives in a dynamic, evolving environment.

 

Responsibilities:

  • Set and develop key performance metrics, establish and reinforce team policies, and serve as a champion for SurveyMonkey customers within the company
  • Evaluate and make recommendations to support our customers in existing and new tiers of support that are differentiated by customer value and issue type
  • Manage a group of high-performing global support managers and their respective teams to ensure efficient, high-quality customer support interactions
  • Partner with cross-functional teams to help drive customer-focused experiences throughout the user engagement funnel
  • Provide direct coaching and mentorship to guide team members in their core responsibilities, build new skills, and support long term career development
  • Own project execution for new initiatives designed to improve the customer and team experience

 

Qualifications:

  • 10+ years of managerial experience in customer support or similar functions, including leadership experience in a technology/internet company. Experience in delivering support to Enterprise software customers is a plus
  • Experience championing customers cross functionally within a company
  • Demonstrated success in defining and using actionable metrics to drive team productivity and great customer outcomes
  • Proven skills in program and project management
  • Experience working as part of a global team and company
  • Results-oriented, great attention to detail, ability to prioritize, and meet bold personal and team goals
  • Positive outlook, fun, flexible, and creative

 

At SurveyMonkey, we offer competitive salaries, medical/dental benefits, PTO, 401k, paid holidays and parental leave, and equity compensation.

SurveyMonkey is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

 

Apply Now

« Back to Customer Operations positions