Lead post-deployment customer operations including client-facing DevOps, custom development, SLA/OLA governance, incident communications, and operational reliability. Manage DevOps, Systems Engineering, and Custom Development teams, drive automation, maintain integration patterns, produce QBRs, and serve as senior technical escalation for enterprise customer environments.
ROLE SUMMARY
The Customer Ops Director leads Skan's post-deployment customer operations function, owning the client-specific DevOps delivery, custom development workstreams, SLA/OLA performance, and the operational infrastructure that keeps enterprise customer environments healthy, performant, and continuously improving.
This is a technically grounded leadership role sitting at the intersection of engineering and customer success. The Director owns two core operational capabilities: client-facing DevOps (CI/CD, infrastructure, deployment tooling for customer environments) and custom development (client-specific integrations, authentication frameworks, and customer lab environments). They also govern SLA tracking, QBRs, and outage communications — ensuring that Skan's enterprise relationships are protected by a professional, data-driven operations function.
WHY THIS ROLE EXISTS
Once a customer is live on the Skan platform, they require ongoing DevOps support, custom integration maintenance, incident management, and a reliable operational counterpart inside Skan. Without dedicated leadership over this function, SLA commitments are at risk, custom work is uncoordinated, and the customer experience post-deployment is inconsistent.
This role unifies DevOps and Custom Development under a single accountable owner — ensuring delivery is predictable, quality-assured, and aligned with each customer's unique technical requirements.
KEY RESPONSIBILITIES
- Lead the day-to-day operations of the Customer Ops function — including DevOps delivery, custom development, and operational support for all active enterprise customers
- Own client-specific DevOps: CI/CD pipeline management, infrastructure automation, deployment tooling, and environment maintenance for customer environments
- Oversee Custom Development delivery: client-specific integrations (HashiCorp Vault, F5, Splunk, custom auth frameworks etc.), reference architecture maintenance, and customer lab environments
- Govern SLA/OLA tracking — ensure committed service levels are met, reported accurately, and that escalation paths are clear and functioning
- Own outage communications and customer status portal — ensure enterprise clients receive timely, accurate, and professional communications during incidents
- Lead and develop the DevOps, Systems Engineering, and Custom Development teams under the Customer Ops function
- Produce and own QBR (Quarterly Business Review) materials for strategic and growth accounts — presenting operational performance, trends, and forward plans
- Coordinate with the CPAC team on deployment certification activities and post-certification environment management
- Partner with the SRE team on incident response, runbook maintenance, and environment reliability for customer cloud deployments
- Identify and drive operational automation opportunities — working with the Automation Engineering team to eliminate toil and improve scalability
- Serve as the senior technical escalation path for complex customer environment issues that cannot be resolved at L2
- Maintain a reusable integration pattern library — ensuring that custom work is documented and reusable across future client engagements
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