Role Overview

We are seeking a strategic and dynamic Senior Director of Customer Operations to lead and transform our customer operations team. This role is critical in designing and implementing service strategies, optimizing business planning, and ensuring operational excellence to enhance customer satisfaction and drive business growth. The ideal candidate will have a proven track record in service design, process improvement, and strategic planning within a customer-centric environment.

This role is required to work out of our Charlotte, NC HQ (Hybrid - 3 days per week in office).

What you'll do 

  • Strategic Planning & Execution: Develop and execute comprehensive business plans to achieve operational objectives and support overall company strategy. Lead the implementation of initiatives that enhance customer operations and drive efficiency
  • Service Design & Improvement: Oversee the design and optimization of service processes, ensuring they meet the needs of our customers and align with business goals. Identify areas for improvement and implement innovative solutions to enhance service delivery
  • Operational Excellence: Ensure operational processes are streamlined and effective. Develop metrics and KPIs to monitor performance, identify bottlenecks, and implement best practices to improve efficiency and effectiveness
  • Cross-Functional Collaboration: Work closely with other departments, including Sales, Marketing, Product Development, and IT, to ensure cohesive and integrated operations that support the overall customer experience
  • Project Management: Lead and manage key projects related to customer operations. Ensure projects are delivered on time, within scope, and within budget. Coordinate resources and manage stakeholder expectations
  • Team Leadership: Build, develop, and lead a high-performing customer operations team. Foster a culture of continuous improvement and professional development
  • Data-Driven Decision Making: Utilize data and analytics to drive decisions and improvements. Implement and manage systems to collect, analyze, and report on operational performance and customer feedback
  • Budget Management: Develop and manage the budget for the customer operations department. Ensure financial resources are used effectively to achieve operational goals
  • Compliance & Risk Management: Ensure all customer operations comply with regulatory requirements and company policies. Identify potential risks and develop mitigation strategies

What we're looking for

  • Bachelor’s degree in Business Administration, Operations Management, or a related field; MBA or advanced degree preferred
  • 10+ years of experience in customer operations, service design, or a related role, with at least 5 years in a leadership position
  • Proven experience in strategic planning, process improvement, and project management
  • Strong analytical skills and experience with data-driven decision making
  • Excellent leadership and team management skills
  • Ability to work collaboratively across departments and with senior leadership
  • Exceptional communication and interpersonal skills
  • Proficiency in relevant software and tools (e.g., CRM systems, project management software, data analysis tools)

 

About AvidXchange

AvidXchange is a leading provider of accounts payable (“AP”) automation software and payment solutions for middle-market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone who works here, they’ll tell you our people are at the core of who we are. We focus on creating a culture of Diversity, Inclusion & Belonging, and are proud to be a safe place where teammates can bring their whole selves to work. At AvidXchange, mindset is everything. We are Connected as People, Growth Minded, and Customer Obsessed. These three mindsets represent our culture – who we are, who we’ve always been, and they guide us to improve every day. Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,600 teammates working in one of our 5 offices across the U.S., or remotely. AvidXchange is proud to be Certified™ as a Great Place to Work®. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years – that AvidXchange is a Great Place to Work®. 

Who you are: 

  • A go-getter with an entrepreneurial mindset – that means you are not afraid of taking risks, winning big or facing the unknown. 
  • Someone who understands that business is people centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships. 
  • Focused on making a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential. 

What you’ll get:  

AvidXchange teammates (we call them AvidXers) get the perks and prestige of a publicly traded tech company paired with the flexibility of a founder-led startup. We help our AvidXers develop as professionals and as human beings, providing work/life balance, development programs, competitive benefits and equity options. At AvidXchange, we are building more than a tech company – we are building an experience. We remain committed to a culture where you can fully be 'you’ – connected with others, chasing big goals, and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories you’ll tell for years, you’ve come to the right place.

AvidXers enjoy:  

  • 18 days PTO* 
  • 11 Holidays (8 company recognized & 3 floating holidays) 
  • 16 hours per year of paid Volunteer Time Off (VTO) 
  • Competitive Healthcare 
    • High Deductible Heath Plan Option that has $0 monthly premium for teammate-only coverage 
    • 100% AvidXchange paid Dental Base Plan Coverage
    • 100% AvidXchange paid Life Insurance 
    • 100% AvidXchange paid Long-Term Disability 
    • 100% AvidXchange paid Short-Term Disability  
    • Employee Assistance Program (EAP) - Provides counseling services, legal and financial consultations and health advocacy for Teammates and their eligible dependents
    • Onsite Health Clinic with Atrium Health** - available to Teammates and their eligible dependents
  • 401k Match up to 4% 
  • Parental Leave: 8 weeks 100% paid by AvidXchange*** 
  • Discounts on Pet, Home, and Auto insurance 
  • BrightDime Financial Wellness Tool, offered free to teammates 
  • WeeCare Childcare Service: helps teammates find affordable daycare, childcare, and tutors 40% less expensive than traditional daycare centers 
  • Perks at Work: free discount program that provides teammates the opportunity to save on items from electronics, movie tickets, car buying, vacations, and more 
  • Onsite gym fitness center, yoga studio, and basketball court****
  • Tuition Reimbursement up to the federal maximum of $5,250*****
  • Hybrid Workplace Flexibility
  • Free parking

*Fully granted from beginning of year, pro-rated if hired mid-year 

**Charlotte location only  

***Must be full-time for at least 3 months
****Charlotte location only
*****Must be full-time for at least one year 

Equal Employment Opportunity

AvidXchange is an equal opportunity employer. AvidXchange is committed to equal employment opportunity in accordance with applicable federal, state, and local laws. AvidXchange will not discriminate against applicants for employment on any legally recognized basis. This includes, but is not limited to veteran status, race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age and physical or mental disability. 

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