Director of Customer Operations

Description

Momentus provides industry-leading event and venue management software to customers in over 50 countries around the world, serving thousands of customers that power millions of events. In the age of digital transformation, our comprehensive platform offers event professionals leading-edge SaaS technology that provides a 360 view of their business, allowing them to cut costs, save time, and increase revenue. Momentus technology powers top shows around the world, famous museums, global convention centers, performing arts venues, professional sports arenas, and other unique venues.

Our client list includes The Apollo Theatre, Mercedes-Benz Stadium, Harvard University, Portland'5 Centers for the Arts, the Javitz Center, and St. Louis Art Museum. Some of our global clients include:
ExCel London, Museum of Contemporary Art Australia, Omanexpo, the China National Convention Center, the Porsche Experience Center in Germany and the Sydney Opera House.

The Director of Customer Operations will lead operational strategy and execution for Customer Success, Customer Support, and Professional Services. This role is responsible for building scalable systems, processes, and reporting structures that improve efficiency, predictability, and customer outcomes.

• Define and evolve the Customer Organization operating model to improve efficiency and scalability.
• Create and maintain process documentation, governance, and accountability frameworks.
• Own strategy and administration of customer-facing systems (Rocketlane, Gainsight, Zendesk).
• Improve cross-system workflows, integrations, and automation to reduce manual work.
• Develop KPI frameworks, dashboards, and recurring performance reviews for leadership.
• Deliver monthly operational insights tied to key metrics (e.g., margin, GRR, utilization).
• Drive programs that improve onboarding predictability, reduce Time to Value, and increase PS margin.
• Ensure adoption of standardized delivery workflows and best practices.
• Oversee financial operations including forecasting, backlog reporting, billing, and revenue recognition.
• Manage quarterly bonus calculations, billing disputes, and select departmental expenses.
• Partner with Customer Org, Product, Sales, and Finance to align end-to-end customer lifecycle processes.
• Establish and maintain operating rhythms that support global collaboration.
• Hire, lead, and develop operations talent across analytics, systems, and process ownership.

• 5+ years in Customer Operations, Customer Success, Support, or Professional Services Operations in a SaaS or tech-enabled environment.
• Proven ability to design and scale operational processes across cross-functional teams.
• Strong analytical skills with experience developing KPIs, dashboards, and executive-level insights.
• Experience managing operational systems, workflows, and data governance.
• Strong financial acumen; advanced Excel proficiency.
• Demonstrated leadership experience in hiring and developing teams.
• (Preferred) Experience improving onboarding efficiency and Time to Value.
• (Preferred) Background in Professional Services operations (capacity, utilization, margin).
• (Preferred) Experience supporting global teams/time zones.

Surround yourself with highly motivated co-workers who encourage you to be your best each day. Momentus offers career opportunities in a collaborative, high-growth environment where you can make a direct impact on our product and customers. We offer competitive compensation plus high quality benefits including:

Insurance:
Comprehensive medical, dental, & vision insurance.

Exceptional 401k Match:
Momentus will match 80% of your first 10%

Unlimited Time Off:
Rest and recharge on your terms.

Remote Work:
We value our global team and proudly offer the freedom to work remotely.

? Enjoy two complimentary tickets each year to attend an event at one of our valued customer venues

Professional Development:
We encourage continuous learning through our partnership with Linked In Learning