Mailchimp is a leading marketing platform for small business. We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaign, CRM, and analytics tools.

We are looking for an experienced Director of Customer Support Operations who will be responsible for the execution of the Support strategy, aligned with the Customer Team vision, coordinating investments, creating globally scalable programs and enhance the operational rigor within our teams in order to help our channel ecosystem deliver the right solutions to customers at scale while achieving organizational objectives.

In this role you will report to the VP of Customer Operations while working directly with the leaders of Support and Customer Education.  The Support Operations team is responsible for playbook and process development, reporting and forecasting, as well as championing improvement initiatives.  You will also partner closely with the rest of the Customer Team including Sales, Strategic Partner, and Customer Success to help ensure consistent exemplary customer experience

What you'll do here: 

• Execute Performance Tracking, Planning, forecasting, and target setting
• Identify and unlock growth initiatives by working cross-functionally
• Co-own long-range planning and strategy processes for our Support Teams
• Act as liaison with finance and other key stakeholders to drive investment decisions
• Provide decision support to the Customer Leadership Team 

We'd love to hear from you if: 

• You have 7+ years of experience in a Support Leadership, Consulting, or Operations role
• You have a proven track record in Strategy and Operations leadership roles
• You have demonstrated leadership in delivering results with large-scale, cross-functional teams
• You have superb communication and problem-solving skills
• You can set strategy at a high level and roll up your sleeves to execute where needed
• You have high energy, a positive attitude, and the ability to take the initiative and delegate efficiently
• You are comfortable working in a fast-paced, frequently changing, and evolving environment
• You can multitask, prioritize, and manage time effectively towards individual, team, and company goals
• You have a proven track record of cross functional influence
• You have experience in process improvement; lean startup or design thinking a plus
• You have exceptional problem solving and analytical skills; demonstrated ability to structure complex problems, develop solutions, and craft high quality executive presentations

At Mailchimp, we understand that experience comes in many forms. We don’t just accept differences, we celebrate them, support them, and hire peeps from a wide variety of backgrounds because it makes our company stronger. We’re dedicated to adding new perspectives to the team - so if your experience aligns with what we’re looking for (even if you don’t check every single box), please consider applying!

Mailchimp is an all-in-one marketing platform for growing businesses. Mailchimp empowers millions of customers around the world to start and grow their businesses with world-class marketing technology, award-winning customer support, and inspiring content. Millions of businesses and individuals—from community organizations to Fortune 100 companies—trust Mailchimp to help them connect with their audience with the right message, at the right time, in the right place.

Founded in 2001 and based in Atlanta with offices in Brooklyn, Oakland, Vancouver, London, and Santa Monica, Mailchimp has 1,200+ employees. Through Intuit, we offer employees competitive compensation, best in class perks and benefits. We hire collaborative, customer obsessed, problem solvers and give you ample opportunity to grow and succeed. Find Mailchimp on social.

Mailchimp is an equal opportunity employer, and we value diversity at our company. We don't discriminate on the basis race, color, citizenship status, national origin, ancestry, sex, gender (including gender expression and gender identity), sexual orientation, age, weight, religion, creed, physical or mental disability, marital status, veteran status, political affiliation, genetic information, or any other factor protected by federal, state or local law. Mailchimp also prohibits harassment of applicants and employees based on any of these protected categories, and complies with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions.