Director of Customer Operations – Tech Startup

Full Time, Permanent

NYC

$150k – 180k p.a. base DOE plus benefits

Tiger Recruitment is partnering with a seed-stage, AI-native software startup in the hotel booking & hospitality industry. The team is looking for a Director of Customer Operations to oversee the customer journey from contract signature through implementation, launch, retention, and growth.

This is a high-ownership, execution-focused, hands-on role that combines customer relationship management, technical troubleshooting, and building scalable processes. People management Is not the main focus of this role at this stage.

You’ll work directly with hotel owners and general managers, ensure accurate conversion tracking and attribution, proactively identify customer risks, and turn manual workflows into repeatable systems. As the business scales, you’ll have the opportunity to build, hire, and lead the Customer Success and Implementation function.

WHAT YOU’LL DO

• Manage the full customer lifecycle, from Account Executive handoff and onboarding through launch, retention, and expansion.
• Implement new clients quickly and accurately, ensuring conversion tracking and attribution are working correctly.
• Troubleshoot technical issues across booking engines, analytics platforms, property management systems (PMSs), and other hotel technology.
• Establish a repeatable onboarding process that takes each hotel from signed contract to its first attributed booking.
• Build strong relationships with hotel owners and general managers, communicate performance clearly, and identify opportunities to improve results.
• Own customer retention, monitor account health, identify churn risks early, and understand the drivers of retention, expansion, and churn.
• Create and maintain onboarding standards, implementation playbooks, account health scoring, customer communication cadences, and escalation procedures.
• Apply AI and automation to reporting, monitoring, follow-ups, customer analysis, and operational workflows.
• Translate recurring customer feedback into actionable insights for Product and Engineering.
• Develop the dashboards and metrics used to monitor customer operations, with the opportunity to recruit, train, and lead the team as it grows.

WHO YOU ARE

• You have experience managing a high-volume SMB customer portfolio, with accountability for activation, retention, expansion, and revenue.
• Technically curious, highly AI-literate and comfortable using Google Tag Manager and analytics tools to verify events, reconcile data, and troubleshoot tracking issues before escalating them.
• Skilled at identifying recurring problems and turning them into documented, measurable, and repeatable processes.
• You build trusted customer relationships while maintaining strong commercial judgment, including when working with business owners and operators.
• You actively use AI for analysis, automation, drafting, investigations, and follow-ups, and understand how to combine AI with human judgment effectively.
• You take ownership, work autonomously, pay close attention to detail, and know when to act, automate, or escalate.

WE WANT TO HEAR FROM YOU IF YOUR BACKGROUND IS IN:

• High-volume SMB Customer Success or Account Management.
• Performance marketing agencies, particularly roles combining client management with tracking and technical implementation.
• Hospitality technology, hotel revenue management, distribution, e-commerce, or direct bookings.
• Hotel technology platforms, including booking engines, PMSs, and channel managers.
• Early-stage startups where you helped establish a function or build processes from the ground up.
• Customer-facing roles supporting small-business owners and operators.
• Hands-on experience with analytics, Google Tag Manager, conversion tracking, and attribution is a major plus. Experience in hospitality, particularly with independent hotels, and Spanish fluency are also strong advantages.

REF: HK220412