Senior Director, CS Business Operations

Job Description

Take ownership of core reporting mechanisms by setting standards for daily metrics, monthly MBRs, and broader business insights. Harness data and reporting tools such as Power BI and Salesforce.com to provide clear visibility into key operational drivers like client pushes and service hold times. Construct a strategic framework for capacity models and work with RevOps and Finance to build a rolling workforce forecast to ensure the organization is properly staffed. Support annual budget planning and optimize spend across the organization by working with CS executives and Finance. Connect CS, RevOps, Finance, and HR to drive "Run the Business" opportunities. Unify resource planning and operational goals across departments. Lead the oversight of external vendor and contractor resources by transitioning responsibilities to a centralized leadership function. Build the Business Operations department within Customer Success and scale the team's capabilities.

Qualifications

1. Hold a bachelor's degree in Finance, Economics, Business Administration, or a related field. 2. An MBA is preferred. 3. Possess 12+ years of leadership experience in business operations, strategy, or finance, with experience in building new functions. 4. Have a background in corporate strategy, management consulting, investment banking, or high-level business operations, preferably within a technology or SaaS environment. 5. Demonstrate knowledge in management consulting, investment banking, or SaaS business operations, within high-growth environments. 6. Be capable of influencing cross-functional stakeholders in Finance, HR, and RevOps. 7. Exhibit mastery of capacity modeling and resource planning frameworks. 8. Have experience designing and owning rolling workforce forecasts. 9. Demonstrate analytical expertise in financial modeling and data analytics. 10. Experience in the software (SaaS) or healthcare technology sectors is preferred. 11. Operational exposure to Customer Success or post-sales operations is highly desirable. 12. Demonstrate the ability to present operational drivers into narratives for executives. 13. Proven success in establishing and managing operating cadences. 14. Be a self-starter with the ability to manage multiple projects. 15. Have experience in strategic planning, particularly with workforce forecasts. 16. Background in identifying "Run the Business" (RTB) opportunities and solutions. 17. Experience managing a team, including performance coaching and talent planning. 18. Hold the team accountable for delivering outcomes in resource modeling and data reporting.

Benefits

- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution. - ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation to 401(k). - After one year of employment, 100% of any matching contribution you receive is yours to keep. - Benefit from Generous Paid Time Off and Paid Parental Leave programs. - Company paid Life and Disability benefits. - Flexible Spending Account, and Employee Assistance Programs are available. - Company-sponsored Business Resource & Special Interest Groups offer supportive communities within ModMed. - Take part in Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning. - Experience a Global presence and in-person collaboration opportunities; dog-friendly HQ (US). - Hybrid office-based roles and remote availability for some roles. - Enjoy Weekly catered breakfast and lunch. - Access Treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.