Director, Customer Operations

About EverPass

EverPass Media delivers premium live sports content to commercial businesses across the U.S., helping bars, restaurants, and venues create better fan experiences. As we scale, delivering a seamless customer experience - from onboarding to ongoing support - is critical to our success.

Role Overview

The Director of Customer Operations will lead and optimize end-to-end customer workflows across support, fulfillment, and hardware operations. This role is responsible for driving process excellence, improving operational efficiency, and ensuring a high-quality customer experience at every touchpoint. This individual will work cross-functionally with Product, Engineering, Sales, and Account Management to identify friction points, implement scalable solutions, and build systems that support rapid growth.

Key Responsibilities

Process Improvement & Operational Excellence

• Own and continuously improve core customer operations processes across support, fulfillment, and hardware logistics
• Identify bottlenecks and inefficiencies; design and implement scalable, data-driven solutions
• Establish and track KPIs (e.g., resolution time, fulfillment SLAs, hardware delivery timelines, CSAT)
• Lead cross-functional initiatives to streamline the customer journey from order to activation and beyond

Customer Support Operations

• Oversee support workflows, tooling, and escalation management to ensure timely, high-quality issue resolution
• Partner with Director of Customer Support to improve first contact resolution and reduce repeat contacts
• Optimize support channel strategy (chat, email, phone) and staffing models

Fulfillment & Hardware Operations

• Manage operational processes related to hardware provisioning, inventory, shipping, and returns
• Improve order accuracy, delivery timelines, and installation readiness
• Collaborate with vendors and logistics partners to ensure reliable supply chain performance
• Develop and maintain playbooks for hardware lifecycle management

Systems & Tooling

• Evaluate and implement tools to improve support and fulfillment operations (e.g., CRM, ticketing systems, order management)
• Drive automation and integration efforts to reduce manual work and increase scalability
• Ensure data integrity across systems to support reporting and decision-making

Cross-Functional Leadership

• Partner with Product and Engineering to prioritize operational improvements and customer-impacting fixes
• Work closely with Sales and Onboarding teams to ensure smooth handoffs and accurate order capture
• Act as the voice of the customer within operations, using insights to inform business decisions

Team Leadership

• Build, mentor, and lead a high-performing operations team
• Foster a culture of accountability, continuous improvement, and customer-centric thinking
• Define roles, responsibilities, and career paths as the team scales

Qualifications

• 7–10+ years of experience in Customer Operations, Support Operations, or related roles
• Proven track record of driving process improvements in high-growth environments
• Experience managing support operations and/or fulfillment/logistics workflows
• Strong analytical skills with experience defining and tracking operational KPIs
• Familiarity with hardware operations, supply chain, or physical product fulfillment preferred
• Experience with tools such as Salesforce, Zendesk, or similar platforms
• Excellent cross-functional collaboration and communication skills
• Strong leadership experience with a focus on team development

What Success Looks Like

• Measurable improvements in support efficiency (e.g., reduced resolution times, improved CSAT)
• Faster, more reliable fulfillment and hardware delivery timelines
• Scalable processes that support rapid growth without sacrificing customer experience
• Strong cross-functional alignment and execution on key operational initiatives

Expected Compensation:

The anticipated base salary range for a new hire into this position is $125k - $135k + bonuses. In compliance with local law, the range above reflects the current hiring range for this position. EverPass takes into consideration the qualifications, skills, and experience of the candidate, expected quality and quantity of work, and internal pay alignment when determining the salary level for potential new employees. EverPass expects to hire for this position at the mid-range salary, with the possibility of considering a higher salary only in rare cases when EverPass determines an external candidate possesses exceptional qualifications significantly exceeding the job requirements.

About Us

EverPass Media is a comprehensive media platform dedicated to commercial businesses, that aggregates, distributes and enables streaming of live sports and entertainment content, and offers a wide array of consumer engagement and performance marketing tools for bars, restaurants, hotels and other commercial venues. Launched initially as the exclusive distributor of NFL Sunday Ticket to commercial establishments in the United States, EverPass partners with rightsholders, distribution partners and business owners to unlock greater access to premium live events and drive business growth. EverPass was founded in 2023 in partnership with RedBird Capital Partners and 32 Equity, the strategic investment arm of the National Football League. TKO Group Holdings, parent company of UFC and WWE, joined as an investor in 2024.
 
Benefits and Perks:

• Competitive Compensation
• Medical, dental, vision, life, and short-term disability insurance
• Professional Development Programs
• Access to senior management and mentoring opportunities
• Employee Recognition Program
• Unlimited PTO
• Paid Parental Leave
• Mental Health and Recharge Days
• 401k Match
• Pre-tax Transportation
• Employee Assistance Program
• Type of work: Hybrid
• Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours

This is a chance for you to join a challenging and inspiring environment where you will have the possibility to make a daily impact. Every day you will work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. Together we create an innovative environment that drives EverPass forward. If you are the right person for the role you will be part of a fantastic journey in a dynamic, high-growth business. We look forward to your application. 

EverPass is an equal opportunity workplace and an affirmative-action employer. We are always committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Discrimination is not welcome on the basis of any other status protected by the laws or regulations in the locations where we work.