Director of Operations

Director of Operations Lead and shape Phorest’s global customer operations, building scalable teams and processes that deliver exceptional experiences for our growing salon, spa and medi-spa customer base. We usually respond within a week Hiring Location This is a remote position. We are accepting applications from candidates in the following locations for this exciting opportunity: USA: Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas and Utah Canada : Ontario, Quebec, British Columbia About Phorest Phorest powers over 11,000 hair, beauty, and medi-spa businesses using our software across the globe. Our aim is to capture 25% of the market globally — that’s one million businesses and a billion-dollar company. We’re continuing to grow and are excited to add a new member to the team. You’ll join a group of highly motivated individuals working together to help Phorest grow even faster. The Opportunity As our Director of Operations, North America, you’ll play a critical leadership role in shaping how we deliver an exceptional customer experience for our salons and medspas across the region. Reporting to the General Manager, North America, you’ll lead our Onboarding, Support, and Pay Operations functions, ensuring customers receive a consistent, high-quality experience from implementation through to ongoing support. This is an opportunity to lead at both a strategic and operational level. You’ll translate our North America growth ambitions into clear operational plans, build scalable ways of working, strengthen leadership capability across the teams, and use data and insight to continuously improve how we operate. You’ll work closely with Customer Success, Sales, Product, Finance, People and Global Operations, connecting the dots across the customer journey and ensuring our post-sales organisation can scale effectively as Phorest continues to grow. What You'll Do Lead North America operations, with overall responsibility for the performance of our Onboarding, Support, and Pay Operations functions. Translate regional business goals into clear operational priorities, KPIs, plans and team objectives. Partner closely with the General Manager and North America leadership team to identify opportunities, risks and areas where we can improve performance. Ensure Onboarding, Support, and Pay Operations are aligned with our regional growth, retention, customer experience and efficiency goals. Build scalable operating models that enable us to grow customer volumes while maintaining service quality and a strong employee experience. Own operational performance across Support, including response and resolution times, customer satisfaction, quality, productivity and overall service delivery. Lead the performance of Onboarding, improving areas such as time to onboard, customer readiness, implementation quality, capacity and customer satisfaction. Use customer feedback and operational data to identify trends, root causes and opportunities to improve the customer journey. Lead, coach and develop Onboarding, Support, and Pay Operations managers, creating clear expectations and building strong leadership capability and accountability across the region. Establish effective operating rhythms, dashboards and performance reviews, giving regional leadership clear visibility of performance and priorities. Lead workforce and capacity planning in partnership with Finance and People, ensuring teams are structured and resourced effectively. Partner closely with Customer Success, Sales, Product, Education and Global Operations to strengthen handoffs and deliver a joined-up customer experience. Identify and lead continuous improvement initiatives across processes, workflows, documentation and tooling. Explore how automation, AI and data insights can improve productivity and scalability while protecting both the customer and employee experience. Lead teams effectively through change, ensuring improvements are clearly communicated, well implemented and deliver measurable results. Build a culture of continuous improvement where teams are empowered to identify and implement better ways of working. Who You Are 8+ years’ experience across operations, customer operations, support, onboarding, implementation, customer success operations or a related post-sales leadership environment. Experience within SaaS, technology or another fast-paced, customer-led environment is strongly preferred. Proven experience leading managers and scaling operational teams in a fast-paced organisation. Experience establishing and managing operational KPIs, performance reporting, capacity planning and continuous improvement programmes. Strong commercial acumen and an understanding of how operational performance connects to growth, retention, cost, productivity and customer value. The ability to use data and insight to identify trends, diagnose problems and turn them into clear actions and recommendations. Experience improving processes and building scalable operating models as an organisation grows. Strong change leadership skills, with the ability to bring teams and managers through change with clarity and empathy. Excellent communication and stakeholder management skills, including the confidence to influence and constructively challenge senior leaders. A highly collaborative approach and the ability to work effectively across regional and global teams. Benefits 🧘 Phorest currently offers a range of fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks. 💰 Employees also have access to optional extras, such as a 401(k) and a range of upgraded insurance options. 🤓 Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning. 😎 We like to have fun, build camaraderie through regular social events. 👯 Phorest also encourages Employee Resource Groups, you will have the opportunity to join or champion a club, society, or group. Phorest is an equal opportunities employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit. Department Operations Locations USA, Canada Remote status Fully Remote USA Canada We believe you will like it here Innovation at Scale Phorest is at the forefront of technological innovation. Join us and work on cutting-edge projects that challenge you to think outside the box and bring your boldest ideas to life. Meaningful Impact Your work at Phorest will impact millions of users in the beauty industry. From small salons to large enterprises, your contributions will shape how businesses operate and thrive. Collaborative Environment We believe in the power of collaboration. You'll be part of a diverse and inclusive team that fosters a culture of learning and growth. Flexibility We understand the importance of work-life balance. With flexible work arrangements, you can excel in your career while maintaining a healthy lifestyle. We Grow Our Own Timber At Phorest, your development matters. We provide ample opportunities for skill enhancement, career advancement, and attending industry events like ShipitCon. A Culture Built by Our People Our culture is what makes Phorest, Phorest. When we ask the team what they enjoy most about working here, culture comes up every single time. It's something everyone plays a part in shaping. We're warm, we're real and we look out for each other. We want every person who joins us to feel welcome, supported and able to do their best work from day one. As a certified B Corp, we hold ourselves to high standards, not just in what we build, but in how we treat people and the world around us. About Phorest Phorest is more than a software company. We’re a community of people united by a shared mission to help build a stronger and more resilient Beauty industry. While our platform supports salons around the world, it’s our people who bring that mission to life every day. Founded in 2002, Phorest has grown into a place where people can do meaningful work, learn from one another and make a real impact. We believe in developing our own talent, supporting personal and professional growth and creating an environment where everyone has the space to thrive. Collaboration, mentorship and continuous learning are at the heart of how we work. At Phorest, we’re driven by purpose, grounded in our values and proud to play a part in shaping the future of the industry, together with the community we serve.