Customer Platform and Operations Director

Job Description

Job Description

Who Our Client Is

Our client is a purpose-driven organization with a collaborative, high-performance culture. Though small in size, they make a meaningful national impact and empower employees at every level to contribute, lead, and innovate.

What Our Client Needs

Our client is seeking a Customer Platform and Operations Director to build and maintain clean, consistent account data and streamlined operational processes across the customer lifecycle.

Who You Are

You are technically fluent and process-oriented. You think in systems and see how data, workflows, and teams connect. You translate complexity into clarity through strong documentation and visual storytelling. You collaborate easily across Sales, Customer Experience, Data Governance, Technology, and CRM teams. You bring structure, accountability, and a sharp eye for data integrity.

What You’ll Do

• Partner with Data Governance to define account quality rules, naming standards, and required data fields

• Publish clear business rules for account creation, updates, merges, and lifecycle workflows

• Lead duplicate management and drive timely remediation

• Collaborate with Technology and CRM teams to enforce validation rules, automation, and system logic

• Reduce manual cleanup through improved workflows and upstream controls

• Define and track core data quality KPIs such as duplicate rate and account completeness

• Document end-to-end account data workflows across CRM and subscription systems

• Strengthen onboarding, entitlement, and account transition processes

• Align Sales, Customer Experience, Support, and Billing to reduce friction

• Support escalations related to account accuracy and entitlement issues

• Translate complex workflows into clear diagrams, process maps, and guides

• Maintain a central library of operational documentation and visual standards

Travel: Minimal travel may be required.

What You’ll Need

• Bachelor’s degree in Business, Data Management, Data Analytics, Operations Management, or related field

• 5–8 years of experience in customer operations, CRM administration, data governance, or process design

• Strong knowledge of CRM systems, workflows, validation rules, and data structures

• Experience translating business needs into system logic and automation

• Background in customer or sales operations

• Strong process design and documentation skills

• Understanding of data quality concepts including duplicates and lifecycle states

• Excellent cross-functional communication skills

• Demonstrated ability to create visual documentation such as diagrams and process maps

• Highly organized with strong coordination skills

What They Offer

• $110,000–$135,000 salary range
• Participation in annual employee bonus program
• Medical, prescription, dental, and vision coverage effective immediately
• 401(k) with employer safe harbor and profit-sharing contributions effective immediately
• Short- and long-term disability coverage
• Mental health and wellbeing support, including employer-sponsored therapy and coaching sessions
• Individual wellness platform
• Paid parental leave
• Generous PTO and company-paid holidays
• LinkedIn Learning
• Tuition reimbursement
• Employee recognition and engagement platform
• Catered lunches twice per week on in-office days

Equal Opportunity Statement

Our client believes that diversity fuels innovation, strengthens teams, and drives success. They are committed to fostering a workplace where every individual—regardless of background—feels valued, respected, and empowered to thrive. Discrimination or harassment of any kind is strictly prohibited.

Our client does not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ethnicity, age, disability, veteran status, marital status, or any other characteristic protected by applicable laws. Their commitment extends beyond compliance; they actively cultivate an inclusive culture where diverse perspectives are welcomed, and every employee has an equal opportunity to contribute and succeed.