Director of Customer Learning & Operations

Want to be a part of a company that’s making a difference?

We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.

Impact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.

Innovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.

Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.

We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.

Our culture code , a set of principles that underpins our values, is our commitment to each other and working better together.

Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!

About the Role

We are seeking a strategic and operationally minded Director of Customer Learning and Operations to lead the day-to-day operations of the Customer organisation.

This role is responsible for operations and learning across Support, Professional Services, and Customer Success, ensuring the organisation operates with clear processes, strong data visibility, and scalable systems that support continued growth.

In addition to operational leadership, this role will play an important part in shaping and executing the company’s broader customer strategy, helping ensure our customer-facing teams are aligned around retention, expansion, and delivering measurable value to customers.

Reporting directly to the Chief Customer Officer, you will work closely with Executive Leadership, Product, and Revenue teams to build a modern, data-driven customer organisation capable of supporting our next stage of growth.

Key Responsibilities:

1. Customer Strategy & Organisational Alignment

Support the CCO in shaping and executing the company’s customer strategy.

• Partner with Customer leadership to align operational initiatives with retention and growth objectives.

• Identify operational improvements that enhance the overall customer lifecycle experience.

• Provide strategic insights and recommendations based on customer data and operational trends.

• Help ensure consistent customer experience across all post-sale functions.

2. Knowledge Management & Customer Learning

Develop scalable knowledge and learning capabilities that empower customers and internal teams.

• Own the company’s knowledge management and documentation strategy.

• Build and manage the customer help centre and knowledge base.

• Develop customer education programs, including onboarding resources, webinars, and digital learning.

• Partner with Customer Success and Product to improve customer adoption and product proficiency.
  

3. Customer Analytics, Operational Insights and Processes

Create visibility and insight across the customer organisation.

• Develop reporting frameworks and dashboards across customer health, support demand, services performance, and operational efficiency.

• Analyse trends across support cases, services engagements, and customer engagement.

• Provide insights that inform customer retention, product improvements, and operational planning.

• Partner with Finance and leadership on forecasting and resource planning.
  

What we're looking for:

• 8–12 years of experience in SaaS customer learning, strategy and operational leadership.

• Proven experience building operational frameworks, reporting, and scalable processes in growing SaaS organisations.

• Experience developing customer learning, knowledge management, or enablement programs.

• Strong analytical mindset with experience building data-driven operational insights.

• Comfortable partnering with executive leadership and contributing to customer strategy.

• Experience working in Private Equity–backed or high-growth SaaS environments preferred.

Our Benefits:

We offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process.

• Generous Paid Time Off

• Extended Parental Leave

• ❤️‍ Robust Health Coverage

• Accelerated Learning Paths

• ‍♂️Team Wellness Initiatives

• Company-wide Events

• Employee Resource Groups

• ⭐️ Recognition awards

EcoOnline is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.

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