Home Jobs Director, Community Support Operations
Back to Jobs

Director, Community Support Operations - Job Opportunity at Zwift

Remote, US
Full-time
Executive
Posted: March 27, 2025
Remote
USD 122,500 - 195,000 per year

Benefits

Performance bonuses with competitive structure
Equity compensation package
Comprehensive medical benefits
Financial planning perks
Work-life balance focused policies
Remote work flexibility

Key Responsibilities

Develop and execute global support strategy across multiple tiers, channels, and languages
Manage and optimize BPO outsourced centers for scalable operations
Lead regional CS Managers and support teams across internal and outsourced staff
Drive continuous improvement through policy, process, and technology optimization
Own vendor relationships and performance metrics

Requirements

Education

BA/BS degree, MBA a plus

Experience

7+ years leading outsourced global customer service operations

Required Skills

Strong analytical skills Contact center operations expertise Data-driven decision making Collaborative relationship building Staff development Project leadership Written support channels management Multi-lingual team leadership (preferred)
Advertisement
Ad Space

Sauge AI Market Intelligence

Industry Trends

Digital fitness and gaming sectors are experiencing rapid convergence, creating unique customer support challenges that blend technical and wellness inquiries The shift towards distributed global support teams is accelerating, with emphasis on written communication channels becoming standard AI and automation integration in support operations is becoming crucial for scaling efficiently while maintaining personalization

Salary Evaluation

The offered salary range aligns with market standards for Director-level support operations roles, though may trend slightly lower than similar positions in pure tech companies. Experience with both gaming and fitness tech could command higher end of range.

Role Significance

Based on global scope and multi-site operations, likely managing 100+ support staff across internal and outsourced teams
Strategic leadership position with direct impact on customer experience and retention metrics, reporting to VP level indicates high organizational influence

Key Projects

Global support infrastructure optimization Vendor performance improvement initiatives Customer experience enhancement programs Support technology modernization Cross-functional efficiency improvements

Success Factors

Ability to balance operational efficiency with customer satisfaction metrics Strong vendor management experience in global operations Data-driven decision making expertise with focus on support metrics Change management skills for evolving support landscape

Market Demand

High demand position reflecting the growing need for leaders who can manage complex, global support operations in the digital fitness space

Important Skills

Critical Skills

Global team leadership with proven track record Analytical capabilities for data-driven operations Vendor management expertise Cross-functional collaboration skills

Beneficial Skills

Gaming or fitness industry experience Multi-lingual capabilities Change management expertise Technology platform knowledge

Unique Aspects

Blend of gaming and fitness industry expertise required
Focus on written support channels indicates strategic emphasis on scalable, documented customer interactions
Strong emphasis on data-driven operations with clear metrics focus

Career Growth

Typical progression to VP level within 3-5 years with demonstrated success in scaling operations and improving key metrics

Potential Next Roles

VP of Customer Experience Chief Customer Officer VP of Global Operations Head of Member Services

Company Overview

Zwift

Zwift is a leading player in the virtual fitness platform space, combining gaming technology with fitness training

Strong growth trajectory in digital fitness sector with established market presence and continued expansion
Global operations with significant US market focus
Technology-driven environment with emphasis on innovation and customer experience excellence
Advertisement
Ad Space
Apply Now

Data Sources & Analysis Information

Job Listings Data

The job listings displayed on this platform are sourced through BrightData's comprehensive API, ensuring up-to-date and accurate job market information.

Sauge AI Market Intelligence

Our advanced AI system analyzes each job listing to provide valuable insights including:

  • Industry trends and market dynamics
  • Salary estimates and market demand analysis
  • Role significance and career growth potential
  • Critical success factors and key skills
  • Unique aspects of each position

This integration of reliable job data with AI-powered analysis helps provide you with comprehensive insights for making informed career decisions.