Director, Success Operations

DISA Global Solutions is an industry-leading safety and compliance solutions provider with customers across the Globe since 1986 and more than 1,200+ Team members across more than 30 locations. When you join the DISA Team, you join an industry leader that more than 30% of fortune 500 companies use. With a rich history of IT innovation, we have more than 55,000 customers and complete more than 10 million orders each year. 

DISA is proud to be a “Top Workplaces” award winner across multiple locations in 2023. We offer competitive pay, a robust benefits package, and an exciting place to work. We have a collaborative and team-oriented culture with numerous opportunities for career advancement. We host monthly appreciation events, and our internal learning and development team provides the resources for employees to engage in continuing education and training. 

Position Summary:

The Director of Success Operations is a senior strategic leader responsible for building and scaling the operational infrastructure that empowers Client Success and Student Success teams to deliver exceptional customer experiences. This role oversees the processes, systems, and partner models that drive adoption, retention, risk mitigation, and long‑term value across the full customer lifecycle. The director provides clarity and structure in complex environments, leads cross‑functional change and platform development, and ensures operational excellence through continuous improvement and strong executive leadership.

Essential functions, responsibilities:

• Define and continuously improve the Success Operations strategy and operating model to support retention, delivery excellence, risk management, and customer experience.

• Design and scale end‑to‑end processes across onboarding, transitions, support, renewals, QBRs, and student success workflows with clear SLAs and accountability.

• Lead operational readiness and execution during organizational changes to ensure stability and alignment.

• Build and maintain a scalable framework that supports internal teams and outsourced partners while ensuring quality and compliance.

• Own the implementation, governance, and optimization of Success technology platforms, including CRM, telephony, dashboards, ticketing, workflow, and analytics.

• Drive automation initiatives that reduce manual work, improve accuracy, and increase operational efficiency.

• Partner with Product, Engineering, IT, and Data teams to ensure strong system integration, clean data, and reliable reporting.

• Manage all Success reporting and analytics, including customer health, retention risk, adoption metrics, operational KPIs, and executive dashboards.

• Deliver actionable insights to leadership to support decision‑making, prioritization, and forecasting.

• Provide operational leadership for Student Success, including partner management, call center operations, quality assurance, training, and continuous improvement.

• Identify and resolve operational bottlenecks to reduce friction and improve customer and student outcomes.

• Develop and maintain playbooks, best practices, and standardized procedures to strengthen execution across Success teams.

• Own Voice of Customer programs and ensure insights translate into meaningful action.

• Serve as a key cross‑functional leader, partnering with Sales, Product, Operations, Finance, Compliance, and Support to ensure alignment across the customer journey.

• Champion a proactive, relationship‑driven Success culture focused on long‑term value, retention, and trusted client partnerships.

• Other similar and/or related duties as assigned.

Key Skills and Experience:

• Bachelor’s degree in Business Administration, Operations Management, Information Systems, Organizational Leadership, or a related field; or a minimum of 8 years of experience in Client Success, Operations, SaaS, or related functions in lieu of a degree.

• Minimum of 5 years in senior leadership roles.

• Proven success leading operational integrations, unifying teams, processes, systems, and culture into a single high‑performing organization.

• Deep expertise with CRM platforms (Salesforce preferred), analytics, dashboards, and operational tooling.

• Demonstrated ability to transform legacy teams into proactive, relationship‑driven, retention‑focused organizations while maintaining engagement and continuity.

• Strong background in process design, automation, partner management, and scaling operational frameworks.

• Track record of leading through change with strong executive presence, cross‑functional influence, and minimal oversight.

• Exceptional analytical, communication, and organizational skills with a strong bias for clarity, structure, and execution.

Work Schedule: Monday - Friday- 8:00 a.m. – 5:00 p.m. EST 

Benefits: 

• Personal and Sick Paid Time Off. 

• 401k with a highly competitive match. 

• 11 Paid Holidays.

• Medical/Dental and Vision. 

• Group Life Insurance, HSA/FSA.

• Employee Assistance Program.

• Educational Assistance Program. 

Physical Requirements: 
• While performing the duties of this job the employee is regularly required to speak, hear, have close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Walk (occasionally), sit- up to 8hrs. a day, stand (occasionally), use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms, able to lift-up to 15lbs.(occasionally). 
 
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The pay range for this position is listed below. Your actual pay rate will vary based on: Geography, Skill-Set and applicable Local and State Pay Practices. Any questions, please contact our DISA Recruiting Team at [email protected].

Job Pay Range

EOE/M/F/Vet/Disability