Technical Operations Analyst supporting RideCo’s cloud - based on - demand transit platform. Troubleshooting customer issues, managing incidents, and supporting implementations for transit agencies and fleet operators.
About the role
- Director leading North American onboarding, support, and pay operations for Phorest’s salon and spa software. Scaling teams, processes, and customer experience.
Responsibilities
- Lead North America operations, with overall responsibility for Onboarding, Support, and Pay Operations
- Translate regional business goals into operational priorities, KPIs, plans, and team objectives
- Partner with the General Manager and North America leadership team on opportunities, risks, and performance improvements
- Align Onboarding, Support, and Pay Operations with regional growth, retention, customer experience, and efficiency goals
- Build scalable operating models while maintaining service quality and employee experience
- Own Support performance, including response and resolution times, customer satisfaction, quality, productivity, and service delivery
- Lead Onboarding performance, including onboarding time, customer readiness, implementation quality, capacity, and customer satisfaction
- Use customer feedback and operational data to identify trends, root causes, and customer-journey improvements
- Lead, coach, and develop Onboarding, Support, and Pay Operations managers
- Establish operating rhythms, dashboards, and performance reviews
- Lead workforce and capacity planning with Finance and People
- Partner with Customer Success, Sales, Product, Education, and Global Operations to strengthen handoffs and customer experience
- Lead continuous improvement initiatives across processes, workflows, documentation, and tooling
- Explore automation, AI, and data insights to improve productivity and scalability
- Lead teams through change and build a culture of continuous improvement
Requirements
- 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 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 understanding of how operational performance connects to growth, retention, cost, productivity, and customer value
- 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
- Excellent communication and stakeholder management skills, including influencing and constructively challenging senior leaders
- Highly collaborative approach and ability to work effectively across regional and global teams
Benefits
- Fully employer-paid Medical, Dental, Life, AD&D, Short Term Disability, and EAP benefits
- Wellness perks
- Optional 401(k)
- Optional upgraded insurance options
- In-house Learning and Development/Business coach
- Online learning resources, including LinkedIn Learning
- Regular social events
- Employee Resource Groups, clubs, societies, or groups
- Flexible work arrangements
- Opportunities for skill enhancement, career advancement, and attending industry events
Job title
Job type
Experience level
Salary
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Degree requirement
No Education Requirement
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