Senior Director, Customer Operations

Senior Director, Customer Operations Who we are Jellyvision is redefining how organizations experience benefits by bringing everything together in one modern, intelligent home. With ALEX Home, we combine our award-winning ALEX® decision support with a flexible benefits administration platform, giving employers and employees a simpler, smarter way to manage benefits year-round. Our mission is to help organizations reduce complexity, lighten administrative burden, and drive real employee understanding and utilization without forcing rip-and-replace decisions. We meet teams where they are today and give them a clear path to what’s next. The people behind Jellyvision are creative problem solvers who care deeply about getting it right. We debate ideas, give real feedback, and sweat the details because those details are what turn complicated problems into great experiences for real humans. We’re a human-first company that trusts smart people to do great work. We value curiosity, kindness, and willingness to try new things, learn fast, and try again. You won’t just show up to do a job, you’ll help build what’s next, solve real problems, and have some fun doing it. How you’ll help We're looking for a Senior Director of Customer Operations to lead the team responsible for bringing our products to life for customers. You'll set the strategy, guide a team of leaders, and help us continuously improve how we onboard, implement, and support customers across our growing portfolio of products. This is an exciting moment for the team. In addition to our core ALEX product, you'll help shape and scale implementation operations for two newer offerings: ALEX Home and our benefits administration platform. You'll play a key role in determining how we grow, where we invest, and what it takes to deliver a consistently great experience as our business evolves. You'll lead a talented group of directors and the teams they support, creating the structure, clarity, and alignment needed to do great work at scale. You'll oversee capacity planning across our products, balancing internal resources with vendor and broker partnerships as we grow. And you’ll partner closely with leaders across Jellyvision to turn big ideas into scalable ways of working that improve experiences for both our customers and our teams. What you’ll do to be successful 1.) Lead a team that does great work Lead a group of talented directors and support them in leading their own teams across multiple product lines. Your focus will be creating clarity, removing obstacles, and helping people do their best work and achieve strong results. Oversee ongoing implementation staffing, including full time and seasonal talent. Coach and develop directors and their teams, helping them navigate everything from day-to-day challenges to high stake, complex, customer situations. Build a culture rooted in accountability, collaboration, and continuous improvement. 2.) Build systems that scale As our products and customer base grow, the way we work needs to grow with them. You'll use data, customer feedback, and team insights to identify opportunities for improvement and lead initiatives that make our operations more effective, efficient, and scalable. Develop, execute, and define measures for strategic initiatives that support the company’s long-term vision and team/company goals. Partner with the Chief Customer Officer to monitor team progress, wins, challenges, risks, and overall strategy. Proactively identify and lead high impact initiatives that improve how we deliver for customers and scale operations. Anticipate future operational needs and design scalable systems, processes, and talent strategies to meet them. Manage implementation capacity across product lines, balancing customer demand, seasonality, and business priorities Build and maintain strong relationships with vendor and broker partners and drive consistent delivery quality across the full product portfolio. 3.) Manage customer implementat…