Director of Customer Operations and Support

Location: Haifa Reports to: GM Work Model: Hybrid – 4 days per week from the office Key Responsibilities: Overall management and leadership of the Service, Projects, and Infrastructure/IT departments Full responsibility for customer experience, response times, SLA compliance, and service quality Planning, managing, and leading cross-organizational projects (implementations, upgrades, migrations, etc.) Ensuring stability, availability, security, and reliability of infrastructure and systems Designing, improving, and implementing operational processes, procedures, & KPIs Resource management, task prioritization, & resolution of operational bottlenecks Ongoing collaboration with the GM and management, including reporting, risk identification, and operational recommendations Close cooperation with Product, R&D, Sales, and Finance teams Requirements: Proven experience managing Operations / Service / Projects in a technology or SaaS organization Experience leading multidisciplinary teams Strong understanding of operational processes, customer service, and IT infrastructure Strong leadership, decision-making skills, and ability to work in a fast-paced environment Process-oriented mindset with strong execution and organizational skills Excellent interpersonal and communication skills Availability to work from the company’s offices in the north, in line with the hybrid work model Significant Advantages: Familiarity or experience in industry-specific enterprise software environments Experience working with complex systems/core business systems Experience in B2B environments or working with Enterprise customers