Director of Customer Success & Service Ops

We're looking for a Director of Security Operations with strong project management and customer success experience to lead a fast-paced, real-time service operation. This role is multifaceted, requiring an exceptionally organized, influential, adaptable, energetic, collaborative, and self-starting team member that is also comfortable representing and communicating on behalf of the company in customer-facing engagements.

Primarily, you will manage large deployment projects of Bond services on behalf of Bond customers: corporations and cities.
Secondarily, you will oversee frontline Bond Security Agents and supervisors across shifts, ensuring seamless operational execution, immediate incident response, service quality, and exceptional user experience for both individual members and enterprise clients.

This position is focused on live personal safety operations — managing real-world incidents involving individuals - and does not involve cybersecurity, IT security monitoring, or digital threat analysis.

What You’ll Do:

• Represent the company externally to clients, public partners, municipalities, and other stakeholders in matters of service performance, escalations, and safety le
adership.Manag
• e projects and drive strategic and operational planning, including the definition and execution of short-term goals and long-range initiatives in a user-focused service environment.Lead
• and manage all aspects of the Command Center’s operations, including supervisors and multi-shift agents, by setting daily goals, overseeing staffing plans and 24/7 shift schedules, and ensuring team readiness through structured training, mentoring, and ongoing development to build operational excellence and resilience.Desig
• n, implement, and improve operational processes for real-time personal safety, such as preventative protocols, de-escalation procedures, and emergency coordination.Ident
• ify team training and development needs and lead structured training and mentoring programs to build team capacity, resilience, and operational excellence in high-stakes situations.Analy
• ze operational data to identify trends, challenges, and opportunities; create dashboards and reports that drive insight and decision-making across the leadership team.Coord
• inate cross-team workflows, ensuring operational tasks and collaborative efforts are executed in a timely, accurate, and complete manner.Maint
• ain structured documentation, including incident logs, client reports, and compliance records, in alignment with regulatory and internal standards.Repor
• t regularly to key stakeholders, summarizing operational performance, issues, and improvements on a daily, weekly, and monthly basis.Ensur
• e adherence to data privacy and compliance standards, particularly in the handling of sensitive user information during live service interactions.
  
  
Required Experience:


• Fluent in English & Hebrew (spoken and written)
• Proven field leadership experience in real-time, high-pressure operational environments, such as military command, emergency services, security operations, or similar (not cybersecurity or IT security). No past or present experience in private-sector.Strong Pr
• oject Management experience.
• Minimum 5 years of experience in a customer-facing role, such as Customer Success, Account Management, or Client Op
erations.
• Hands-on experience supporting live personal safety operations, incident response, or escalation management in time-sensitive environments
• Demonstrated ability to analyze data, extract insights, and prepare reports or dashboards.
• Ability to manage team schedules, shift rotations, and task assignments in a dynamic 24/7 service environment.
• Experience handling sensitive or regulated information, with a strong understanding of data privacy standards and compliance
• Comfortable working in a tech-enabled environment – proficient with operational platforms, mobile apps (iOS/Android), and productivity tools (Microsoft Office, G-Suite)
• Strong track record as a mentor and leader, with proven experience hiring, training, and motivating teams.
• Experience leading global teams and working with customers around the world
• Excellent management, interpersonal and team leadership skills – seamless ability to inspire and engage company team members
• Excellent communication, verbal and written and collaboration skills at the senior leadership level, with both team members and customers
• Demonstrated ability to operate effectively in a fast-paced, ambiguous startup environment
• Bachelor’s degree in field or another related field.
  
  
Total Rewards
As a high-tech security start up, efficiency is vital to the work we perform daily. As a result, we've built a workplace culture that respects your time, allows you to take ownership of your projects and find opportunities to lead in your day-to-day experience.
We’ve been thoughtful in our approach to benefits, rewards, and perks that will impact our team members holistically as we continue to scale and grow.

You’ll Enjoy

• Complete meritocracy: we reward people based on their contribution to the mission and adherence to the company's culture not on other factors.
• Competitive Starting Salary commensurate with geographic location and skills/qualifications, plus benefits and bonus potential – see below).
• Bonus for full-time team members.
• Stock option grants at a high growth startup.
• Generous time off and sick time benefits
• App security services for you and your loved ones ($450 value per person)
• Growth and development opportunities to advance your career – as we grow as a startup, we strive to promote from within.
• Study Fund
• Complimentary access to gym
  
  
About the Company
An innovative company on a mission is to enhance the level of personal security, safety, and peace of mind for everyone. Operating in the US and globally (including Israel), the company serves some of the world’s largest companies. Its advisors include former leaders of the US Secret Service, FBI and heads of major police forces worldwide, among others.

We all face situations where we feel unsafe but it’s too early to call the police—like walking alone at night or worrying about children out of sight. By the time it escalates, it’s often too late.

By merging AI-driven technologies with human security experts-operated control centers, the company is redefining personal security. Users can access 24/7 preventative services through a mobile app, where security experts can quickly identify risks, deter hostile individuals, coordinate with local authorities if needed, and provide guidance when it's needed most.