Director, Customer Journey Operations

Director, Customer Journey Operations WHO IS FLOCK? Flock Safety is the leading safety technology platform, helping communities thrive by taking a proactive approach to crime prevention and security. Our hardware and software suite connects cities, law enforcement, businesses, schools, and neighborhoods in a nationwide public-private safety network. Trusted by over 5,000 communities, 4,500 law enforcement agencies, and 1,000 businesses, Flock delivers real-time intelligence while prioritizing privacy and responsible innovation. We’re a high-performance, low-ego team driven by urgency, collaboration, and bold thinking. Working at Flock means tackling big challenges, moving fast, and continuously improving. It’s intense but deeply rewarding for those who want to make an impact. With nearly $700M in venture funding and a $7.5B valuation, we’re scaling intentionally and seeking top talent to help build the impossible. If you value teamwork, ownership, and solving tough problems, Flock could be the place for you. THE OPPORTUNITY At Flock, our ambition is to scale our business to beyond $1B in annual recurring revenue and beyond. To do that will require a sales operations transformation to drive more efficient and potent operations capabilities at scale. Underpinning that transformation is a business built over the past 7 years, grown organically and through acquisition. We are seeking a strategic, operationally driven Director of Customer Journey Operations to lead and mature the operational backbone of our Customer Solutions and Success organization. In this role you will act as the right hand of our SVP of Customer Solutions and Success. This role will drive efficiency, scale, and predictable business outcomes by building and optimizing processes, systems, metrics, and cross-functional alignment that enable customer health, retention, expansion, and value realization at scale. You will partner closely with Customer Solutions and Success leadership, RevOps/Sales Ops, Product, Finance, and GTM functions to translate strategy into executable plans and measurable results across the customer lifecycle. The ideal candidate blends analytical rigor, process excellence, technology fluency, and collaborative leadership, and proactively develops ideas to strengthen operational rigor and drive better downstream results. KEY RESPONSIBILITIES - Define, lead, and measure operational strategies and programs that improve customer outcomes, organizational efficiency, and business performance. - Translate high-level customer success strategies into operational execution plans with clear ownership, milestones, and KPIs. - Design, implement, and refine scalable processes for onboarding, adoption, renewals, risk mitigation, and expansion management. - Standardize and document best practices, SOPs, governance models, and operational playbooks. - Build and maintain operational dashboards, metrics, and analytics that provide insights into customer health, retention, churn risk, and growth opportunities. - Partner with analytics and RevOps to ensure data integrity across systems (CRM, CS platforms, business intelligence tools). - Own and optimize the Customer Success tech stack (e.g., Gainsight, Salesforce, LMS, automation tools) to support reporting, workflows, and decision-making. - Lead or support system implementations, integrations, and automation that scale operational capabilities. - Act as an operational liaison between CS and functions such as Sales, Product, Support, Marketing, and Finance to improve handoffs, alignment, and customer experience continuity. - Partner with enablement to ensure CS teams have the tools, training, and resources needed to execute effectively. - Coach, mentor, and develop operations professionals (if applicable), fostering a culture of excellence, accountability, and continuous improvement. - Lead change management and adoption efforts for new processes or systems across the organization. WHAT WE ... (truncated, view full listing at source)