Director of Customer Operations
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About Us
At Roca Alliances Our mission is to inspire nearshore outsourcing to Latin America, as our expertise is providing customized services to help companies from the U.S., Canada, and Europe expand their operations through guided entry with our consolidated experience in the Latin American region. We are an expert recruitment firm, connecting top talent with leading global companies. We deliver tailored hiring solutions to ensure the perfect match for each role. With deep insight into industry trends, we drive targeted, efficient recruitment that builds long-lasting partnerships and supports business growth. Our mission is to inspire and help businesses thrive by delivering the right professionals to meet their needs.
Job Description
About the client
Our client is a global SaaS company building field service management software for trades and service businesses around the world. It runs on a subscription model and has teams in Australia, the United Kingdom and North America.
About the role
The Director of Customer Operations sits within the Revenue Operations team and reports to the VP of FP&A & Revenue Operations. You will be a senior operational leader and strategic partner to the Chief Customer Officer (CCO), driving operational excellence across the global post-sale organization: Account Management, Professional Services, Support and Customer Marketing. You will own the operating rhythms, analytics, forecasting and planning that help these teams perform at their best, and lead a small team of operations analysts. This is an AI-first role for a self-starter who builds scalable processes and turns data into decisions.
What you'll do
Operational leadership
- Act as the embedded RevOps strategic partner to the CCO across Account Management, Professional Services, Support and Customer Marketing.
- Own the business operating rhythms: weekly run-the-business meetings, QBRs, business inspections, root-cause analysis and corrective action plans.
- Build structure, accountability and execution discipline across the customer organization.
Analytics and forecasting
- Own customer lifecycle analytics, pipeline visibility and revenue forecasting for post-sale segments.
- Analyze customer, operational and financial data to surface trends, risks and growth opportunities.
- Track retention and growth performance daily and weekly against key business metrics.
- Deliver executive-level analysis and business cases for the CCO and CMO.
Planning and go-to-market execution
- Partner with Finance on budgeting and forecasting, turning financial goals into operational targets for customer-facing teams.
- Lead customer go-to-market planning, including capacity planning, quota setting and performance management.
- Design, build and roll out compensation plans for post-sale teams.
Team and cross-functional collaboration
- Lead and develop a high-performing team of operations analysts.
- Work across functions to streamline operations, remove friction and improve efficiency in customer-facing teams.
Requirements
Required
- 10+ years in Customer Operations, Revenue Operations, Business Operations, Finance or Consulting in a SaaS environment.
- 5+ years leading teams and driving cross-functional operational programs.
- Hands-on experience supporting Customer Success, Account Management, Support or Customer Marketing in a high-growth or global company.
- Proven track record designing and rolling out compensation plans, quota frameworks and capacity models for post-sale teams.
- Strong experience with operational planning, KPI management, pipeline forecasting and executive reporting.
- Proficiency with CRM, BI and analytics platforms such as Salesforce, Tableau, Looker or Power BI.
- Active, demonstrable use of AI tools in your daily work; this is a core expectation of the role.
- Bachelor's degree in Business, Finance, Operations, Marketing, Economics or a related field.
- Fluent English.
Nice to have
- MBA or advanced degree.
What makes you a fit
- Business acumen: you understand how SaaS post-sale motions drive net revenue retention, and you think in outcomes, not activities.
- Operational excellence: you build systems that create accountability without micromanagement.
- Analytical thinking: you make confident, data-driven decisions and recommend practical solutions.
- Influence and collaboration: you use data and clear communication to align stakeholders at every level.
- Global mindset: you are comfortable working across geographies and time zones.
Benefits
- Permanent contract (contrato a término indefinido) with all legal benefits
- Competitive salary + 10% annual bonus
- Private health insurance (medicina prepagada)
- Relocation bonus to Medellín
- On-site role in Medellín with parking
