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Head of Customer Operations

2 months ago

Chicago, Illinois, United States Rewards Network Full time
About Rewards Network


Celebrating our 40th year, Rewards Network has empowered restaurants to enhance their revenue, foot traffic, and customer engagement through our innovative financial and marketing services, as well as premier dining rewards programs.

We connect diners to exceptional restaurant experiences by providing unique card-linked offers.

Our offers utilize advanced technology and robust data analytics, delivering value to our restaurants, diners, and strategic partners' loyalty programs.

Our Culture


At Rewards Network, you will discover a passionate and diverse group of professionals who thrive on collaboration, problem-solving, and taking ownership of their careers and the organization's growth.

We take pride in partnering with the world's leading loyalty programs to attract full-price paying customers and offer better access to working capital options for local restaurants.

We provide a challenging and rewarding environment where you can reach your full potential.

Job Overview


The Director of Customer Operations will report to the Revenue Operations function, overseeing our talented Client Success, B2B and B2C Customer Support, and Sales Development teams.

With restaurants and members across the US and strategic alliances with some of the largest global travel brands, this role will ensure streamlined operations and processes, lead efforts to guarantee consistent quality interactions, and leverage data to inform business decisions.


This position is based in Chicago and requires regular and consistent time in the office to collaborate with teams and key internal partners.

As the leader of a nearly 40-person team, the Director of Customer Operations will play a pivotal role in coaching and developing individual contributors and people managers at various levels.

What You'll Bring to the Table: (Responsibilities)

  • Continuously assess and enhance operational processes to improve efficiency and quality, focusing on optimizing the customer journey to boost retention and ensure high levels of satisfaction.
  • Utilize data-driven insights to guide decision-making and identify opportunities to foster customer loyalty by evaluating and driving strong satisfaction scores across the customer experience.
  • Develop and implement strategies to minimize customer churn rates, including proactive customer success initiatives and addressing underlying causes of churn.
  • Build and lead a high-performing team of client and member services representatives, client success professionals, sales development representatives, supervisors, and managers; provide mentorship, guidance, and support for ongoing career development.
  • Collaborate closely with department leaders across various functions, such as Sales, Product, Marketing, and Technology, to ensure seamless integration and alignment of operations across teams.
  • Partner with sales leadership to align efforts across field-based and corporate-based account managers, ensuring clear ownership and accountability based on named accounts, account size, business relationship, and other metrics.
  • Drive account renewals, upsells, and expansions to enhance the customer lifetime value of our top clients.
  • Serve as an escalation point for customer-related issues that require leadership oversight.
  • Manage a team of nearly 40, including Managers, Supervisors, and individual contributors at various levels.
  • Expected to manage a budget and guide an overall staffing plan to meet business needs; will be evaluated based on revenue, churn, and other key business and operational KPIs.
Do You Have the Right Mix of Ingredients: (Requirements)

  • Bachelor's degree in business, finance, marketing, or a related field, or equivalent combination of education and experience.
  • 7+ years of experience leading operational teams in a complex and fast-paced environment.
  • Experience in payments, financial services, or the technology industry is a plus.
  • Strong leadership and people management skills with a proven ability to develop talent.
  • Proficiency with Salesforce, including case management.
  • Experience with customer service, call center, or other platforms.
  • Strong problem-solving skills and an ability to motivate teams to address challenges with a focus on urgency and quality.
  • Demonstrated success in building or improving repeatable and measurable processes, with a keen eye for identifying bottlenecks, efficiencies, and root causes of existing process gaps.
  • Strong communication skills and an ability to present complex data to a diverse audience.
  • Strong attention to detail and analytical skills, capable of interpreting customer data and translating it into actionable insights.
  • Potential minimal travel for in-field experience or off-site meetings.
  • In-office presence required several times a week.
What You'll Love About Us:
  • Competitive base salary and comprehensive benefits package, including:
  • Competitive Paid Time Off and company holidays.
  • Generous dining reimbursement when dining with our restaurant clients.
  • 401(k) plan with a company match.
  • Two medical plan options - Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants).
  • Partnership with Rx n Go, offering certain prescriptions for free.
  • Two dental plan options and a vision plan.
  • Flexible Spending Accounts and a pre-tax commuter benefit program.
  • Accident, Critical Illness, and Hospital Indemnity Insurance Plans.
  • Short Term and Long Term disability.
  • Company-paid life insurance and AD&D insurance, with supplemental employee, spouse, and child life insurance available.
  • Employee Life Assistance Program.
  • Hybrid working space in our state-of-the-art office.
  • Catered lunch on designated days for all employees.

Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity.