Director of Global Customer Operations, AlertMedia
+ Company-wide bonus program
More information about location
2-3 days a week in office
Emergency communication provider
Job no longer available
Emergency communication provider
201-500 employees
Job no longer available
+ Company-wide bonus program
More information about location
2-3 days a week in office
201-500 employees
Company mission
To save lives and minimize loss by facilitating timely, accurate, and relevant communications when an emergency situation threatens personal safety and business continuity.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Over the years, organizations have gradually increased their focus on employee safety and emergency preparedness, but the growing number of climate change-related incidents such as floods, wildfires and heatwaves have made this an urgent necessity. AlertMedia’s software enables businesses to quickly identify risks to their people or locations and communicate instantly with those impacted, ultimately minimizing response times during emergencies.
AlertMedia is the world’s leading provider of its kind due to its innovative two-way multichannel messaging system and threat intelligence, and has been experienced double digit annual revenue growth since its founding. The company supports thousands of organizations around the world including popular brands such as Walmart, JetBlue, Coca-Cola Bottling, DHL, and Volvo.
AlertMedia recently signed an agreement to receive strategic growth investment from Vista Equity Partners, bringing in investment that will go towards accelerating its product roadmap and continuing expansion into new markets to ensure enterprises of all sizes are being protected during critical events.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 6 rounds)
Apr 2020
$15m
SERIES C
Jan 2019
$25m
GROWTH EQUITY VC
Total funding: $57.1m
Company benefits
- 100& Paid Healthcare: Take advantage of fully paid medical, dental, vision, disability, and life insurance for employees and subsidized for dependents.
- Bonus: Participate in the company-wide annual bonus based on their collective success.
- Family Planning: Leverage their 100% paid parental and new child bonding leave—12 weeks off for primary caregivers and 4 weeks off for secondary caregivers
- Paid Sabbatical: Pursue your interests with six weeks of paid sabbatical leave after six years of service.
- Tuesday Lunch: Get together for transparent company updates from leadership while enjoying a meal on AlertMedia
- PTO: Unplug, rest, and recharge with a flexible time off policy that encourages work-life balance without worrying about counting days!
- Give Back: Join your coworkers in giving back to the Austin community through quarterly volunteer opportunities
- Team Building and Celebrations: Take part in company celebrations, team buildings, and peer-nominated value award recognition
Company values
- Humans not robots
- Customers always come first
- Work better together
- Simplicity is their strength
- Reputation is priceless
- Hard work pays off
Company HQ
Barton Hills, Austin, TX
Articles
Leadership
Brian Cruver
(Executive Chairman)Formerly was CEO for AlertMedia. Before that, co-founded and was CEO of both Xenex and Giveline. Experience in Business Development for Shell USA and Enron. Author of "Anatomy of Greed" published by Perseus Books.
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