Sr. Director - Customer Operations

ROLE SUMMARY

The Customer Ops Director leads Skan's post-deployment customer operations function, owning the client-specific DevOps delivery, custom development workstreams, SLA/OLA performance, and the operational infrastructure that keeps enterprise customer environments healthy, performant, and continuously improving.

This is a technically grounded leadership role sitting at the intersection of engineering and customer success. The Director owns two core operational capabilities: client-facing DevOps (CI/CD, infrastructure, deployment tooling for customer environments) and custom development (client-specific integrations, authentication frameworks, and customer lab environments). They also govern SLA tracking, QBRs, and outage communications — ensuring that Skan's enterprise relationships are protected by a professional, data-driven operations function.

WHY THIS ROLE EXISTS

Once a customer is live on the Skan platform, they require ongoing DevOps support, custom integration maintenance, incident management, and a reliable operational counterpart inside Skan. Without dedicated leadership over this function, SLA commitments are at risk, custom work is uncoordinated, and the customer experience post-deployment is inconsistent.

This role unifies DevOps and Custom Development under a single accountable owner — ensuring delivery is predictable, quality-assured, and aligned with each customer's unique technical requirements.

KEY RESPONSIBILITIES

• Lead the day-to-day operations of the Customer Ops function — including DevOps delivery, custom development, and operational support for all active enterprise customers
• Own client-specific DevOps: CI/CD pipeline management, infrastructure automation, deployment tooling, and environment maintenance for customer environments
• Oversee Custom Development delivery: client-specific integrations (HashiCorp Vault, F5, Splunk, custom auth frameworks etc.), reference architecture maintenance, and customer lab environments
• Govern SLA/OLA tracking — ensure committed service levels are met, reported accurately, and that escalation paths are clear and functioning
• Own outage communications and customer status portal — ensure enterprise clients receive timely, accurate, and professional communications during incidents
• Lead and develop the DevOps, Systems Engineering, and Custom Development teams under the Customer Ops function
• Produce and own QBR (Quarterly Business Review) materials for strategic and growth accounts — presenting operational performance, trends, and forward plans
• Coordinate with the CPAC team on deployment certification activities and post-certification environment management
• Partner with the SRE team on incident response, runbook maintenance, and environment reliability for customer cloud deployments
• Identify and drive operational automation opportunities — working with the Automation Engineering team to eliminate toil and improve scalability
• Serve as the senior technical escalation path for complex customer environment issues that cannot be resolved at L2
• Maintain a reusable integration pattern library — ensuring that custom work is documented and reusable across future client engagements