The Role

A technology organization is seeking a senior leader to oversee the teams and processes that support its customers throughout their engagement with the company.

Reporting directly to the General Manager, this role brings together customer service, delivery of customer projects, and the technology and infrastructure that enable day-to-day operations. The successful candidate will lead multidisciplinary teams, strengthen operational practices, and work closely with colleagues across the organization to support reliable service and effective customer delivery.

 

Key Responsibilities

Lead teams responsible for customer service, project delivery, and the systems and infrastructure supporting operations.
Set priorities and operating practices that support timely, consistent service for customers.
Oversee service performance and customer commitments; identify recurring issues and lead efforts to resolve them.
Guide the planning and execution of customer projects, including implementations, upgrades, and system transitions.
Maintain the availability, reliability, and security of the technology and infrastructure used in daily operations.
Develop and improve processes, procedures, management routines, and performance measures.
Plan team capacity, allocate resources, and resolve competing priorities and operational constraints.
Keep the General Manager informed about business performance, emerging risks, and decisions requiring attention; provide practical recommendations.
Coordinate closely with teams across the organization, including Product, R&D, Sales, and Finance.

Requirements

Significant experience leading customer-facing operations, service delivery, or project teams in a technology or SaaS environment.
Experience leading multidisciplinary teams and managing competing priorities.
Strong understanding of customer service operations, project delivery, and the technology or infrastructure that supports business continuity.
Sound judgment and decision-making skills, with the ability to lead effectively in a fast-moving environment.
A structured, hands-on approach, with strong execution and organizational skills.
Excellent communication and relationship-building skills.
Availability for regular on-site work in the Haifa area.

Advantages

Experience working with complex business or enterprise systems.
Experience supporting B2B or enterprise customers.
Experience improving operational processes or customer delivery.

Location: Haifa area, Israel
Work model:  on-site 
Reports to: General Manager