Director, Customer Journey Operations

📋 Description

• • As Director of Customer Journey Operations at Flock Safety, you will serve as the strategic right hand to the SVP of Customer Solutions and Success, driving operational excellence across the customer lifecycle to support the company’s ambition to exceed $1B in annual recurring revenue.
• • You will define and optimize scalable processes for onboarding, adoption, renewals, risk mitigation, and expansion; build and maintain operational dashboards and metrics; own and enhance the Customer Success tech stack (including Salesforce, Gainsight, and automation tools); and act as a cross-functional liaison between Customer Success and teams such as Sales, Product, Finance, and Marketing to improve alignment and customer experience continuity.
• • Flock Safety is a high-performance, low-ego safety technology platform trusted by over 5,000 communities, 4,500 law enforcement agencies, and 1,000 businesses, backed by nearly $700M in venture funding and a $7.5B valuation, with a mission to prevent crime through proactive security solutions while prioritizing privacy and responsible innovation.
• • In this role, you will develop leadership and strategic influence by coaching operations professionals, leading change management initiatives, translating strategy into measurable outcomes, and building a culture of accountability, continuous improvement, and operational rigor that directly impacts customer health, retention, expansion, and company-wide ROI.