Director of Customer Operations

Director, Customer OperationsFull-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 OwnLeadership & Team DevelopmentBuild, lead, and develop a high-performing Customer Support organization, including managers and frontline teamsFoster a customer-first culture centered on empathy, accountability, and continuous improvementPartner with HR on hiring, onboarding, and career development to scale the team effectivelyOperational Strategy & ExecutionOwn day-to-day support operations, ensuring consistent, high-quality service deliveryDesign and optimize scalable processes, workflows, and support modelsDrive workforce planning, forecasting, and staffing alignment to meet demandCustomer Experience & InsightsChampion the voice of the customer across Product, Engineering, and SalesIdentify friction points across the customer journey and lead initiatives to improve the end-to-end experienceTranslate customer feedback into actionable insights that influence product and business strategyPerformance & Continuous ImprovementDefine and track key performance metrics (SLAs, response times, resolution rates, CSAT)Use data to drive decision-making, uncover trends, and improve team performanceImplement QA programs and manage high-impact escalations with confidenceTechnology & InnovationEvaluate and implement tools"”including AI and automation"”to improve efficiency and experienceOptimize omni-channel support (chat, email, phone, reviews, social)Partner with Product on prioritizing bugs, enhancements, and customer-impacting initiativesWhat You Bring7+ years in Customer Support, Customer Operations, or CX leadership roles5+ years leading managers and scaling teams in a SaaS or tech environmentProven ability to build processes, implement metrics, and drive operational excellenceStrong analytical mindset with a data-driven approach to decision-makingExceptional leadership, communication, and cross-functional collaboration skillsPassion for delivering outstanding customer experiences and developing peopleBonus PointsExperience with platforms like Zendesk, Intercom, or Salesforce Service CloudBackground in process improvement (Lean, Six Sigma, or similar)Experience in high-growth or scaling organizationsExperience managing third-party or offshore support partnersWhy Campspot?Competitive salary: $110K-$130KMedical, dental, vision, life & disability insurance401(k) with employer matchFlexible, casual work environmentCamping credits to explore and experience our platformJoin UsAt 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.

Created: 2026-05-09