Director, Global Customer Operations

Do work that matters. 

At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity.   

Our values, which reflect our view on what’s important and what’s right, include: We’re humans not robots, Customers always come first, We work better together, Simplicity is our strength, Our reputation is priceless, Hard work pays off.   

As one of the fastest growing SaaS start-up companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand.

Our Director, Global Customer Operations is a critical leadership role in ensuring exceptional customer experiences and operational excellence across the Customer Operations organization. This role will be responsible for leading Customer Operations teams in the UK and Mexico, AlertMedia’s global Support organization, and owning strategic projects impacting AlertMedia customers. This role will be based in the United States and report to the SVP, Customer Experience. 

What you get to do every day: 

• Own strategic projects across the Customer Operations organization (Implementation, CS, Support, Renewals), working with functional leaders to ensure success and an excellent customer experience
• Build, lead, and develop Customer Operations teams and country management in the UK and Mexico
• Lead and develop a team of talented Customer Support managers and representatives in the United States
• Develop and implement training programs to enhance the skills and knowledge of new and existing employees
• Develop and maintain a point of view on best practices and opportunities to continuously improve the customer experience using Gen AI, automation, and tooling
• Optimize the customer support model to provide exceptional service across all customer segments, from small businesses to large enterprises
• Champion the customer experience, ensuring customer feedback is integrated into support strategies and processes to enhance service quality continuously
• Oversee the development and continual enhancement of support documentation, knowledge bases, and training materials
• Develop a long-term strategy and execution roadmap to sustainably scale Support for our customers
• Manage capacity planning, identify needs, and present investments required to sustain high service levels and customer experience
• Work closely and partner with other company leaders, including product, development, sales, and marketing, to ensure alignment with broader company initiatives 

What you bring to the role: 

• Minimum of 5 years of experience in a leadership role within a customer organization, preferably in the SaaS industry
• Experience managing in a global environment, with an understanding of the challenges and opportunities of supporting a diverse, international customer base
• Entrepreneurial mindset with a healthy desire to bring new ideas to the table and test even if it leads to failures
• Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders
• A data-driven approach to problem-solving and decision-making - Excel skills required
• Excellent project management skills with proven ability to prioritize and meet time-sensitive goals
• Strong problem-solving abilities and a customer-first mindset, with a passion for delivering exceptional customer experiences 
• Experience leading Support systems strategy with common systems (e.g., Salesforce, Zendesk, Tableau)
• This is an in office, hybrid position (2-3 days a week) in our downtown, Austin, Texas headquarters  

Why you’ll love working at AlertMedia: 

• Competitive base salary + Company-wide bonus program 
• Generous and flexible time and parental leave policies 
• Health benefits - Medical, Dental, Vision and Life Insurance 100% paid for employees! 
• 401K with a generous company match
• Amazing rewards and incentives – we love celebrating each other! 
• Commitment to community service with opportunities to give back  
• A Best Places to Work company 8 years in a row and numerous other awards 
• Access to brand new downtown office with 360 views of Austin, high-tech building gym, and nearby running trails 
• Ongoing career development opportunities with our Learning and Development team

About AlertMedia: 

AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including DHL, JetBlue, Coca-Cola Bottling, In-N-Out, and Walmart—in more than 130 countries.  

We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values.   All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 

This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com.   

Come join us in our mission to save lives and minimize loss through effective communication.  

AlertMedia does not currently sponsor applicants for work visas. 

By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/