Director of Customer Operations

Director of Customer Operations at Campspot Director of Customer Operations at Campspot in Grandville, Michigan Posted in 5 days ago.

Type:

full-time

Job Description:

Director, Customer Operations Full-Time - This role will be onsite 5 days a week in the Grand Rapids MI office. Employer relocation assistance is offered. Lead the Experience. Scale the Impact. At Campspot , we're redefining how people experience the outdoors. Whether it's seasoned RVers or first-time campers, our mission is to make discovering and booking campgrounds seamless and enjoyable for everyone. We're looking for a Director of Customer Operations to lead and scale a high-performing support organization that delivers exceptional customer experiences at every touchpoint. This is a strategic and hands-on leadership role where you'll shape the future of customer support, leverage technology (including AI), and build systems that drive efficiency, quality, and growth. If you thrive in fast-paced environments, love building teams, and are passionate about turning customer insights into business impact-this role is for you. What You'll Own Leadership & Team Development Build, lead, and develop a high-performing Customer Support organization, including managers and frontline teams Foster a customer-first culture centered on empathy, accountability, and continuous improvement Partner with HR on hiring, onboarding, and career development to scale the team effectively Operational Strategy & Execution Own day-to-day support operations, ensuring consistent, high-quality service delivery Design and optimize scalable processes, workflows, and support models Drive workforce planning, forecasting, and staffing alignment to meet demand Customer Experience & Insights Champion the voice of the customer across Product, Engineering, and Sales Identify friction points across the customer journey and lead initiatives to improve the end-to-end experience Translate customer feedback into actionable insights that influence product and business strategy Performance & Continuous Improvement Define and track key performance metrics (SLAs, response times, resolution rates, CSAT) Use data to drive decision-making, uncover trends, and improve team performance Implement QA programs and manage high-impact escalations with confidence Technology & Innovation Evaluate and implement tools-including AI and automation-to improve efficiency and experience Optimize omni-channel support (chat, email, phone, reviews, social) Partner with Product on prioritizing bugs, enhancements, and customer-impacting initiatives What You Bring 7+ years in Customer Support, Customer Operations, or CX leadership roles 5+ years leading managers and scaling teams in a SaaS or tech environment Proven ability to build processes, implement metrics, and drive operational excellence Strong analytical mindset with a data-driven approach to decision-making Exceptional leadership, communication, and cross-functional collaboration skills Passion for delivering outstanding customer experiences and developing people Bonus Points Experience with platforms like Zendesk, Intercom, or Salesforce Service Cloud Background in process improvement (Lean, Six Sigma, or similar) Experience in high-growth or scaling organizations Experience managing third-party or offshore support partners Why Campspot?

Competitive salary:

$110K-$130K Medical, dental, vision, life & disability insurance 401(k) with employer match Flexible, casual work environment Camping credits to explore and experience our platform Join Us At Campspot, we believe the outdoors-and great careers-are for everyone. If you're ready to build, lead, and make a meaningful impact, we'd love to hear from you. Apply today and help shape the future of customer experience.