Director - Customer Operations

Banyan Software is the best permanent home for software businesses that serve specialized industries, their employees, and their customers. We are on a mission to acquire, build, and grow great companies worldwide, helping them modernize through shared AI expertise and operational discipline. The Banyan Software Foundation, endowed with $100 million in Banyan stock, leverages technology to build a greener and more equitable world. Banyan is Great Place to Work Certified, a five-time Inc. 5000 honoree, and a top 10 company on the Deloitte Technology Fast 500. Founded in 2016 and headquartered in Atlanta, Banyan operates more than 100 portfolio companies across North America, the UK, EU, and APAC. About Banyan Software Banyan Software is the best permanent home for software businesses that serve specialized industries, their employees, and their customers. We are on a mission to acquire, build, and grow great companies worldwide, helping them modernize through shared AI expertise and operational discipline. The Banyan Software Foundation, endowed with $100 million in Banyan stock, leverages technology to build a greener and more equitable world. Banyan is Great Place to Work Certified, a five-time Inc. 5000 honoree, and a top 10 company on the Deloitte Technology Fast 500. Founded in 2016 and headquartered in Atlanta, Banyan operates more than 100 portfolio companies across North America, the UK, EU, and APAC. About HMM Deutschland GmbH HMM Deutschland GmbH is a specialist healthcare workflow processor headquartered in NRW, Germany, serving major German statutory health insurers (GKV). The company manages high-volume claims processing and pharmaceutical billing workflows for leading GKV customers — providing mission-critical infrastructure for the German statutory health system with deeply embedded, long-term customer relationships. Having recently joined the Banyan Software family, the business is entering an exciting new chapter — applying AI-driven process automation to strengthen operational excellence while deepening long-standing customer partnerships. The Role We are hiring a Director of Customer Operations & Projects (m/w/d) to own the entire customer delivery layer of the business. This is a senior leadership role at the heart of operations: you will run the project management function, govern BPO and SLA operations across all service lines, and serve as the senior relationship owner for the company's most strategically important accounts. This role is central to the company's value creation plan under Banyan. You will lead the business through a consequential AI-driven operational transformation while protecting the customer trust and SLA performance that define its market position. You will report directly to the CEO, partner closely with the CPTO on technology delivery, and work with Banyan's DACH Operating Partner on strategic priorities. What You Will Own Leadership & Team Reset and professionalise the delivery function — establish clear standards, accountabilities, and operating rhythms across the customer operations and project management teams Organise the team around key customer programmes and strategic projects; ensure every initiative has clear ownership, milestones, and governance from day one Build a high-performing, cohesive team: hire well, develop talent, set expectations clearly, and address underperformance directly and without delay Create a culture of delivery discipline — where commitments are made carefully, tracked rigorously, and met consistently Coach and develop the next layer of leadership within the PM and customer operations team, building capacity that does not depend on the Director as a bottleneck Lead the team through significant operational change — AI-driven transformation, process redesign, and capability building — with clarity, transparency, and pace Project Management Function Own the project management methodology end-to-end: governance gates, risk and issue tracking, change control, templates, and lessons learned Lead and develop the PM team; set quality standards and drive consistent delivery discipline across all active customer projects Maintain a live portfolio view of all active projects — status, budget, risk, and milestones — reported to the CEO and Banyan monthly Act as the final internal escalation point for any project rated red or amber; bring structure and momentum where delivery is at risk Partner with the CPTO to integrate AI and technology delivery projects into the customer governance framework Drive adoption and hygiene of the existing toolstack across the team Key Account — Senior Relationship Ownership Serve as the senior relationship owner for the company's largest and highest-priority customer accounts Own account project plans: milestones, deliverables, resource allocation, change management, and acceptance criteria Chair programme steering committees; maintain live risk registers; escalate blockers to the CEO within 24 hours Ensure contractual SLAs are met every month; manage any miss proactively, not reactively Identify expansion opportunities within key accounts: additional workflow coverage, module adoption, and AI-assisted process enhancements Protect relationship continuity through the company's AI-driven transformation — no surprises, no disruption to service BPO Operations & SLA Governance Own delivery SLAs across all workflow service lines; track KPIs including tickets per FTE, cost per case, time-to-resolution, first-time-right rate, and touchless processing rate Manage the operations team through an AI-driven headcount restructuring while maintaining throughput and quality throughout the transition Project-manage a major in-house billing capability transition, ensuring customer SLAs are uninterrupted throughout Produce a monthly SLA performance dashboard — RAG-rated, trend-based, corrective actions flagged — for the CEO and Banyan Operating Partner Lead quarterly service reviews with all major customers: own the agenda, the data, and the follow-up actions Customer Satisfaction & Retention Own the customer satisfaction framework: NPS or equivalent, structured feedback loops, and a closed-loop process for acting on customer input Personally manage the company's most important customer relationships with regular check-ins, escalation ownership, and relationship health tracking Monitor churn risk signals: SLA trends, open tickets, stakeholder changes, and contract renewal timelines Represent the customer voice internally — in roadmap discussions, resource prioritisation, and transformation sequencing decisions Qualifications for Success Direct experience in healthcare IT, GKV/SGB workflow processing, pharmaceutical billing, or a similarly regulated German-speaking healthcare services environment Proven track record owning large, complex customer-facing programmes — multi-year, multi-stakeholder, with hard SLA accountability; experience running or building a PMO or PM team is a strong advantage Background managing or transforming high-volume BPO or managed services operations — comfortable with throughput economics: tickets/FTE, cost-per-case, and SLA governance at scale Track record owning senior customer relationships at Director or Head of Operations level, including escalation management and account recovery Demonstrated ability to build, lead, and develop high-performing operational teams through periods of significant change Business fluent in both German and English — required for customer communication, team leadership, and Banyan internal reporting Experience leading teams through AI-driven or technology-led operational transformation without eroding customer trust or SLA performance Germany-based with willingness to work regularly from our NRW office and travel to customer sites; NRW region strongly preferred What We Offer Base salary: €120,000 – €150,000 per annum, depending on experience Annual performance bonus: up to 20–25% of base salary, tied to account delivery, BPO SLA attainment, and AI-driven process improvement 30 days annual leave Company pension (bAV) with employer contribution Flexible hybrid working — NRW office and customer site presence required Relocation support available for candidates outside the NRW/DACH region Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan Banyan affirms that inequality is detrimental to our Teams, associates, our Operating Companies, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance. HMM Deutschland GmbH · A Banyan Software Company · NRW, Germany · banyansoftware.com Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance. Please Note: Banyan Software does not accept unsolicited resumes or applications submitted via email, LinkedIn, or other direct channels. All candidates must apply through our official Careers site to be considered for employment. Applications submitted outside of our applicant tracking system will not be reviewed. 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