Director of Customer Operations & Support

We are seeking an experienced and dynamic Director of Customer Operations & Support at Priority Hospitality. The group leads our Hospitality line of business at Priority Software.

Location: Company offices, Nesher, Israel

Work Model: Hybrid – 4 days per week from the office.

• 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 Nesher 4 days per week

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Significant Advantages:

• Familiarity or experience in the Hospitality / Hotel industry

• Experience working with complex systems/core business systems

• Experience in B2B environments or working with Enterprise customers