Director of Customer Operations & Support

We are seeking an experienced and dynamic Director of Customer Operations & Support at Priority Hospitality. The group leads our Hospitality line of business at Priority Software.

Responsibilities:

• Overall management and leadership of the Service, Projects, and Infrastructure/IT departments
• Full responsibility for customer experience, response times, SLA compliance, and service quality
• Planning, managing, and leading cross-organizational projects (implementations, upgrades, migrations, etc.)
• Ensuring stability, availability, security, and reliability of infrastructure and systems
• Designing, improving, and implementing operational processes, procedures, & KPIs
• Resource management, task prioritization, & resolution of operational bottlenecks
• Ongoing collaboration with the GM and management, including reporting, risk identification, and operational recommendations
• Close cooperation with Product, R&D, Sales, and Finance teams

Requirements:

• Proven experience managing Operations / Service / Projects in a technology or SaaS organization
• Experience leading multidisciplinary teams
• Strong understanding of operational processes, customer service, and IT infrastructure
• Strong leadership, decision-making skills, and ability to work in a fast-paced environment
• Process-oriented mindset with strong execution and organizational skills
• Excellent interpersonal and communication skills
• Availability to work from the company's offices in Nesher 4 days per week
• Familiarity or experience in the Hospitality / Hotel industry – Advantage
• Experience working with complex systems/core business systems- Advantage
• Experience in B2B environments or working with Enterprise customers- Advantage