United States onlyFlock is seeking a Director, Customer Journey Operations to lead and mature the operational backbone of our Customer Solutions and Success organization, driving efficiency, scale, and predictable business outcomes by building and optimizing processes, systems, metrics, and cross-functional alignment that enable customer health, retention, expansion, and value realization at scale.
Requirements
- 10+ years of progressive experience in customer success, CS operations, revenue or go-to-market operations in B2B SaaS, with at least 3–5 years in a leadership capacity
- Proven ability to act as a trusted advisor to senior executives and influence strategic decisions without formal authority
- Technical Proficiency: Hands-on experience with CRM and CS platforms (e.g., Salesforce, Gainsight) and BI/reporting tools
- Analytical Skills: Strong analytical and strategic thinking skills with a data-driven approach to problem solving and reporting
- Cross-Functional Influence: Proven ability to work collaboratively across functions and drive consensus among stakeholders
- Communication: Exceptional verbal and written communication skills, with the ability to simplify complex ideas for diverse audiences
- Leadership: Demonstrated people leadership, prioritization, project and change management capabilities
- Comfortable working in ambiguity and shifting between high-level strategy and hands-on execution
Benefits
- Flexible PTO
- Fully-paid health benefits plan for employees
- Family Leave
- Fertility & Family Benefits
- Spring Health
- Caregiver Support
- Carta Tax Advisor
- ERGs
- WFH Stipend
- Productivity Stipend
- Home Office Stipend
