Director - Customer Operations

<div class="content-intro"><p>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.</p> <div id="fortidlp-input-element-parent"></div></div><p><strong>About Banyan Software</strong></p> <p>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.</p> <p><strong>About HMM Deutschland GmbH</strong></p> <p>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.</p> <p>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.</p> <p><strong>The Role</strong></p> <p>We are hiring a Director of Customer Operations &amp; 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.</p> <p>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.</p> <p><strong>What You Will Own</strong></p> <p><strong>Leadership &amp; Team</strong></p> <ul> <li>Reset and professionalise the delivery function — establish clear standards, accountabilities, and operating rhythms across the customer operations and project management teams</li> <li>Organise the team around key customer programmes and strategic projects; ensure every initiative has clear ownership, milestones, and governance from day one</li> <li>Build a high-performing, cohesive team: hire well, develop talent, set expectations clearly, and address underperformance directly and without delay</li> <li>Create a culture of delivery discipline — where commitments are made carefully, tracked rigorously, and met consistently</li> <li>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</li> <li>Lead the team through significant operational change — AI-driven transformation, process redesign, and capability building — with clarity, transparency, and pace</li> </ul> <p><strong>Project Management Function</strong></p> <ul> <li>Own the project management methodology end-to-end: governance gates, risk and issue tracking, change control, templates, and lessons learned</li> <li>Lead and develop the PM team; set quality standards and drive consistent delivery discipline across all active customer projects</li> <li>Maintain a live portfolio view of all active projects — status, budget, risk, and milestones — reported to the CEO and Banyan monthly</li> <li>Act as the final internal escalation point for any project rated red or amber; bring structure and momentum where delivery is at risk</li> <li>Partner with the CPTO to integrate AI and technology delivery projects into the customer governance framework</li> <li>Drive adoption and hygiene of the existing toolstack across the team</li> </ul> <p><strong>Key Account — Senior Relationship Ownership</strong></p> <ul> <li>Serve as the senior relationship owner for the company's largest and highest-priority customer accounts</li> <li>Own account project plans: milestones, deliverables, resource allocation, change management, and acceptance criteria</li> <li>Chair programme steering committees; maintain live risk registers; escalate blockers to the CEO within 24 hours</li> <li>Ensure contractual SLAs are met every month; manage any miss proactively, not reactively</li> <li>Identify expansion opportunities within key accounts: additional workflow coverage, module adoption, and AI-assisted process enhancements</li> <li>Protect relationship continuity through the company's AI-driven transformation — no surprises, no disruption to service</li> </ul> <p><strong>BPO Operations &amp; SLA Governance</strong></p> <ul> <li>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</li> <li>Manage the operations team through an AI-driven headcount restructuring while maintaining throughput and quality throughout the transition</li> <li>Project-manage a major in-house billing capability transition, ensuring customer SLAs are uninterrupted throughout</li> <li>Produce a monthly SLA performance dashboard — RAG-rated, trend-based, corrective actions flagged — for the CEO and Banyan Operating Partner</li> <li>Lead quarterly service reviews with all major customers: own the agenda, the data, and the follow-up actions</li> </ul> <p><strong>Customer Satisfaction &amp; Retention</strong></p> <ul> <li>Own the customer satisfaction framework: NPS or equivalent, structured feedback loops, and a closed-loop process for acting on customer input</li> <li>Personally manage the company's most important customer relationships with regular check-ins, escalation ownership, and relationship health tracking</li> <li>Monitor churn risk signals: SLA trends, open tickets, stakeholder changes, and contract renewal timelines</li> <li>Represent the customer voice internally — in roadmap discussions, resource prioritisation, and transformation sequencing decisions</