Director Customer Operations Assai Software

Assai is one integrated system that enables document management, document control and asset information management for complex projects and operations.

As a strategic and results-driven Director of Customer Operations, you will be responsible for overseeing the seamless and efficient operation of the Implementation & Migration and Service Desk within our organization.

Your primary focus will be to optimize operational processes, foster continuous improvement, and ensure the highest standards of performance across all functions. You will work to drive operational excellence, aligning departmental objectives with the company’s broader goals to contribute to our sustained growth and success.

In this leadership role, you will be accountable for the development, mentoring, and continuous enhancement of your teams, ensuring they are empowered to deliver high-quality services to our global client base. As a member of the Management Team, you will report directly to the Chief Executive Officer and play an integral role in shaping the strategic direction of our customer operations.

Key Responsibilities

Translate company vision into actionable operational plans
Develop and execute annual and quarterly strategies for Professional Services, and Service Desk including setting and monitoring KPIs, ensuring consistent performance tracking, reporting, and accountability. The team leads are the first point of escalation, the director the second.

Provide strategic leadership across core operational departments
Lead and align the Implementation, Migration, Service Desk, and Quality Assurance teams to deliver high-quality outcomes in line with customer expectations and business goals. The Team Leads are responsible for the departments, the director set goals for the teams.

Drive successful customer implementations
Collaborate closely with the Professional Services Lead to ensure on-time, high-quality delivery of implementation and migration projects, tailored to enterprise client needs.

Ensure exceptional customer support performance
Partner with the Service Desk Lead to manage and continuously improve a high-performing, SLA-driven support team that delivers excellent service across international markets.

Oversee operational tooling and systems
Ensure the availability, implementation, and optimization of tools and platforms that support the effectiveness of the Service Desk and Professional Services functions.

Act as a senior point of escalation
Serve as the Team Leads are primary escalation point for critical customer issues, ensuring swift resolution and client satisfaction.

Own implementation budgeting and resource planning
Work with the Professional Services Lead to define and manage realistic budgets for implementations and migrations, aligning financial plans with business priorities.

Contribute to strategic planning and growth initiatives
Collaborate with the executive management team to develop business plans that support long-term growth, operational scalability, and market expansion. This will be translated into departmental goals for the Team Leads.

Optimize resource allocation and operational efficiency
Manage staffing, budgets, and technology infrastructure across departments, ensuring efficient resource utilization and alignment with company objectives.

Continuously improve processes and performance
Identify opportunities for operational improvement and lead initiatives that enhance workflows, reduce costs, and increase customer and team satisfaction.

Foster a high-performance culture
Mentor, inspire, and support team leads and members to drive a culture of collaboration, ownership, innovation, and continuous improvement.

Foster cross-functional collaboration
Work closely with internal teams, including Product Development, Sales, and Marketing, to ensure alignment of operational strategies with company objectives, driving seamless collaboration across departments and ensuring operational excellence.

Engage directly with clients to drive success
Build strong relationships with clients, gaining a deep understanding of their needs and concerns. Lead efforts to ensure smooth project implementation and ongoing support, resulting in high levels of customer satisfaction and long-term partnerships.

Manage operational risk and mitigation
Proactively identify potential operational risks and develop strategies to mitigate them, minimizing disruptions to service delivery and ensuring business continuity.

Education & Experience

• Bachelor’s degree required; Master’s degree preferred in Business Administration, Information Technology, Engineering, or a related field.
• 8+ years of professional experience in a B2B SaaS environment
• Demonstrated success within enterprise software companies, with at least 3 years in senior management roles overseeing operations in an international context.
• Proven experience leading Professional Services and Service Desk functions
• Strong track record of managing implementation and support services for large, global clients in complex enterprise software ecosystems.

Skills

Proven leadership in multi-departmental and cross-functional management
Demonstrates a strong track record of successfully leading diverse teams and departments, ensuring alignment across operations, implementations, and support functions.

Solid technical and IT acumen
Brings a sound understanding of IT systems and technical environments, including quality assurance frameworks and enterprise software infrastructure.

Results-driven leadership
Consistently leads high-performing teams to achieve operational excellence and meet or exceed financial and performance targets.

Willingness to travel internationally
Open and adaptable to international travel as required to support global teams, customers, and strategic initiatives.

Fluency in English (verbal and written)
Communicates with clarity and professionalism in English, essential for operating in a global environment and engaging with international stakeholders.

Strong intercultural awareness
Demonstrates sensitivity and adaptability to cultural differences, fostering effective collaboration across global teams.

Exceptional organizational and analytical skills
Brings a structured, detail-oriented approach to problem-solving, with a strong ability to prioritize, manage complexity, and drive process improvements.

Influential communicator and stakeholder manager
Communicates effectively and with impact; capable of inspiring teams, influencing peers, and engaging persuasively with both internal and external stakeholders at all levels.

Competencies

Strategic Thinking & Vision

• Ability to align operational execution with the company’s global strategic goals.
• Sees the big picture and anticipates industry trends and customer needs.

Leadership & People Management

• Inspires and motivates cross-functional teams across borders.
• Builds trust, drives accountability, and fosters a high-performance culture.
• Provides clear direction and coaching, even under pressure.

Cross-Cultural Communication

• Culturally aware and sensitive to international team dynamics.
• Adapts communication style to diverse teams and clients globally.

Customer-Centric Mindset

• Deep understanding of enterprise customer needs and expectations.
• Acts as a voice of the customer within the organisation, especially in service delivery and implementations.

Change Management

• Leads transformation and process improvement initiatives with empathy and clarity.
• Helps teams navigate change and uncertainty, especially in high-growth SaaS environments.

Collaboration & Influence

• Works seamlessly across departments (Product, Sales, Development, etc.).
• Influences stakeholders without direct authority, fostering alignment and cooperation.

Resilience & Adaptability

• Stays calm and focused in fast-paced, high-pressure environments.
• Quickly adjusts strategies when faced with shifting priorities or challenges.

Decision-Making & Accountability

• Makes sound, timely decisions based on data, input, and experience.
• Takes responsibility for outcomes and encourages a culture of ownership.

Empathy & Emotional Intelligence

• Understands and responds to team members’ and customers’ emotional cues.
• Builds rapport and trust, creating psychologically safe environments.

Continuous Improvement Mindset

• Encourages innovation and learning from failures.
• Drives operational excellence through a mindset of optimization and iteration.

Values

We foster empowerment and like to stimulate a ‘can do’ mentality by also being supportive of each other and our customers. By closely working together, we are continuously looking for improvements, which will support our effectiveness in our roles.

Interested?

The search and selection for the role of Director Customer Operations at Assai Software is conducted by HPW Executive Search. For your application or more information about the role please contact Caroline van der Beek on caroline@hpwexecutivesearch.com or +31-20-520 7599.