Director of Operations

The Company

Indigo Tech is a rapidly evolving early-stage company, that sits under the Mindbody product umbrella. Indigo Tech is building a next-generation digital platform to help fitness and wellness businesses succeed through software, payments, and technology solutions. Our platform integrates studio management, automated marketing, payment processing, and business analytics to provide our customers with a seamless, end-to-end solution. 

We aim to empower fitness businesses by providing cutting-edge, scalable technology solutions that improve efficiency, engagement, and revenue growth. As we expand our impact, we seek a Director, Customer Success and Implementation to lead and optimize our operational strategy.

The Role

The Director, Customer Success and Implementation will oversee and optimize Indigo Tech’s global operations, ensuring seamless delivery, scalability, and efficiency across all aspects of our platform. This executive role is critical in driving operational excellence, cost efficiency, and customer satisfaction while also supporting product growth and market expansion.

The ideal candidate will have a deep understanding of SaaS, fitness technology, and enterprise software operations, as well as experience in customer lifecycle management, service delivery, and business scalability.

Key Responsibilities

Operational Strategy & Execution

• Develop and implement the operational strategy to optimize service delivery, scalability, and customer success.
• Align operations with business objectives, ensuring efficiency across our studio management system, automated marketing platform, payment processing, fitness performance system, and analytics & business insights.
• Define and track operational KPIs such as uptime, customer retention, SLA compliance, and response times.
• Identify and implement automation tools to streamline workflows, reduce manual processes, and enhance efficiency.

Vendor & Supplier Management

• Oversee relationships with technology vendors, service providers, and third-party integrations to ensure quality, reliability, and cost-effectiveness.
• Negotiate contracts and manage ongoing vendor performance to meet business needs.
• Collaborate with engineering and product teams to optimize integrations with external platforms (e.g., ESP, SMS providers, payment gateways).

Customer Success & Support Optimization

• Lead onboarding and training teams to ensure customers are effectively integrated into the platform.
• Oversee onboarding, implementation, data services, and customer success teams, ensuring high satisfaction, fast resolution times, and scalable support models.
• Partner closely with support to implement customer self-service resources such as chatbots, knowledge bases, learning management systems, and ticketing systems to reduce operational costs while improving user experience.

Data Migrations & Implementation

• Develop and oversee data migration strategies, ensuring efficient, seamless transitions for customers switching from other platforms.
• Work closely with engineering, product, and customer success teams to improve the speed, accuracy, and reliability of migrations.
• Address technical and operational challenges associated with data migration and platform integrations.

Internationalization & Scalability

• Manage the internationalization of service delivery, ensuring our operations support a global customer base.
• Develop multi-language, multi-currency, and localized support strategies for international markets.
• Ensure compliance with regional regulations, payment processing standards, and data privacy laws (e.g., GDPR, PCI compliance).

Budget & Cost Management

• Develop and manage operational budgets, optimizing cost structures while maintaining service excellence.
• Identify opportunities for cost savings and efficiency improvements across all areas of operations.
• Work with finance teams to forecast operational expenses and align spending with company growth.

What We're Looking For

• 10 years of relevant experience in operations management, SaaS, or technology companies.
• 5 years in a senior leadership role, with a track record of managing complex projects and cross-functional teams.
• Experience overseeing multiple departments, including onboarding, customer success, data migrations, and vendor management.
• Proven ability to scale SaaS operations, optimize workflows, and implement automation tools.
• Strong understanding of fitness business models, including boutique studios, franchises, and enterprise chains.
• Deep experience with learning management systems, customer ticketing systems, knowledge bases, and chatbot technologies.
• Familiarity with Jira, Slack, Confluence, Twilio, CRMs, and analytics platforms.
• Strong leadership, problem-solving, and analytical skills.
• International experience preferred.
• Experience in early-stage, high-growth SaaS companies is a plus.
• Understanding data migration processes and their technical and operational challenges is a plus.

What We Offer

• Work-from-home flexibility in a dynamic, results-driven environment.
• Unlimited vacation policy with a focus on performance and output.
• Competitive compensation and benefits in a rapidly growing company.
• A culture that values autonomy, innovation, and diversity.

Join Us

At Indigo Tech Group, we are building more than just software—we are revolutionizing the fitness and wellness industry. If you are an experienced operations leader looking to make a significant impact in a fast-growing, technology-driven company, we want to hear from you!

Indigo Tech Group is an equal opportunity employer and values diversity in all its forms. We do not discriminate based on race, religion, color, national origin, gender identity, sexual orientation, age, marital status, protected veteran status, disability, or any other unlawful factor.