Director of Customer Operations
10+ years
United States
$180k - $250k/year
Full-time
Remote
1 month ago
About the role
Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.
About the Opportunity
The organization is cybersecurity built for advertising. It secures the ad economy from the inside out, providing real-time intelligence and precise controls that detect and block malvertising, scams, disruptive creatives, and compliance risks before they reach users. By disrupting the business models of bad actors, the company empowers digital media to enforce standards, ensure quality, and uphold trust across the ad economy. It protects what matters most; revenue, reputation, and relationships, securing the foundation that allows good advertising to thrive.
The Role
The company is hiring a senior leader to own the entire customer journey from trial onboarding to day-to-day support through complex technical escalations and strategic account health.
This is a hands-on, high ownership leadership role at the intersection of cybersecurity and ad technology. The individual will build systems that don't yet exist, operate with significant autonomy alongside the founders, and lead a team that blends customer empathy with deep technical investigation.
Key Responsibilities
Team Management
Customer & Revenue
Technical Operations
Cross-Functional Leadership
Required Qualifications
Preferred Qualifications
Benefits
Compensation
$180K – $250K
The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.
About the Opportunity
The organization is cybersecurity built for advertising. It secures the ad economy from the inside out, providing real-time intelligence and precise controls that detect and block malvertising, scams, disruptive creatives, and compliance risks before they reach users. By disrupting the business models of bad actors, the company empowers digital media to enforce standards, ensure quality, and uphold trust across the ad economy. It protects what matters most; revenue, reputation, and relationships, securing the foundation that allows good advertising to thrive.
The Role
The company is hiring a senior leader to own the entire customer journey from trial onboarding to day-to-day support through complex technical escalations and strategic account health.
This is a hands-on, high ownership leadership role at the intersection of cybersecurity and ad technology. The individual will build systems that don't yet exist, operate with significant autonomy alongside the founders, and lead a team that blends customer empathy with deep technical investigation.
Key Responsibilities
Team Management
- Build cohesion across Customer Success, Technical Escalation, and Sales Engineering into a single team with shared culture and accountability
- Develop a high performing team through structured coaching, clear career paths, and hiring and onboarding programs that scale with the business
- Set and track team wide goals across retention, customer health, and operational performance, driving accountability at every level
Customer & Revenue
- Own the full customer lifecycle from pre-sales trial through long term retention, ensuring a seamless and high quality experience at every stage
- Drive strategic account reviews, executive relationships, and proactive outreach programs that protect and grow revenue
- Define the metrics, processes, and playbooks that keep customers successful and the team operating at a consistent standard
Technical Operations
- Oversee the end-to-end resolution of complex customer issues, from initial escalation through root cause analysis and systemic fixes
- Set and enforce operational SLAs, surface patterns across incidents, and partner with Product and Engineering to address underlying gaps
- Build the tooling, documentation, and institutional knowledge that raises the team's technical capabilities over time
Cross-Functional Leadership
- Shape company-wide strategy as a senior voice on the leadership team, bringing a customer centric perspective to business decisions
- Drive alignment across Product, Engineering, and Sales to ensure customer needs are reflected in roadmap priorities and operational commitments
- Lead the organizational response to major incidents and escalations, coordinating communication and decision-making across functions
Required Qualifications
- 10+ years in customer-facing roles in B2B/Enterprise SaaS, with 5+ years managing teams of 5–15 across support, success, or technical operations
- Comfort operating as a player-coach: strategic enough to build systems, hands-on enough to step into escalations and customer situations directly, and self-aware about where one naturally sits on that spectrum
- Proven experience setting clear performance expectations, running performance management, and coaching team members across varying skill levels, preferably across a wide direct span while simultaneously owning operational work
- Track record of building escalation tiers, setting SLAs, and holding teams accountable
- Experience managing or closely partnering with a pre-sales/solutions engineering function
- Strong interest in cybersecurity and ad tech domain and significant background in a technically complex product domain where customer issues require deep cross-functional investigation. Strong technical fluency: able to read threat reports, understand attack chains, and hold substantive conversations with engineers
- Proven ability to operate in founder-led environments where processes need to be built from scratch
- Demonstrated success managing up to senior leaders and C-suite; able to translate strategic intent into structured execution
- Commercial literacy: comfortable with renewal dynamics, contract language, and client-facing business conversations
- Strong communication: owning the customer communication playbook and cross-functional strategy documents. Communication is clear, credible, and calibrated to the audience. Empathy and directness are exercised in equal measure
Preferred Qualifications
- Deep familiarity with the ad tech ecosystem (SSPs, DSPs, publishers, ad networks); direct experience at or with an SSP, DSP, or ad tech solutions provider strongly preferred
- Experience in cybersecurity: malware analysis, threat intelligence, incident response, or security operations
- Experience as the first or second senior CS hire at a company of 30–200 employees
- Experience inheriting a team in transition and making honest, timely talent decisions
- Familiarity with customer health scoring models and data-driven proactive intervention
- Experience building and scaling cross-functional teams into a cohesive structure
Benefits
- Fully Remote
- Unlimited Paid Time Off
- Sabbatical
- Stock Option Plan
- Exceptional Health Care Plans (Medical, Dental & Vision)
- FSA & Commuter Benefits
- Employee Sponsored Disability & Life Insurance
- 401(k) Plan with Automatic Employer Contribution
- Enhanced and Extended Family Leave
- Learning & Development Budget
- Yearly Office Supply Stipend
- Free Global Co-Working Membership
Compensation
$180K – $250K
The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.