Job
Description
As Associate Director, Customer Support (US Market) , you will lead and scale the India-based Customer Operations team that supports our entire US customer base including Customer Support, Collections, and Billing & Policy functions. You will play a critical role in driving operational success, shaping long-term strategy, and building a high-performance culture grounded in TKWW s values. you'll oversee a team of 5-8 direct reports (including frontline managers) and a broader org of ~40+ across disciplines. With a clear focus on team development, process improvement, and delivering world-class customer and vendor experiences, you will partner cross-functionally with Sales, Finance, Enterprise Systems, and Revenue Strategy to ensure outcomes that align with our broader business goals. This role is ideal for a hands-on, people-centric leader who is passionate about coaching managers, streamlining complexity, and championing change. RESPONSIBILITIES: Strategic & Operational Leadership Lead day-to-day operations across Customer Support, Collections, and Billing/Policy teams supporting the US market from India. Act as the strategic leader for the US Collections function , driving accountability and performance across dispute resolution, chargebacks , payment follow-ups, and bad debt management - ensuring healthy cash flow and adherence to internal controls. Define and execute against quarterly goals, driving key metrics like , delinquency rate, closure rate, escalation rate, SLA adherence, backlog reduction, and customer satisfaction Develop and Coach Leaders Foster leadership capability by embedding TKWW values into how we lead, how we'develop others, and how we show up every day. Build a leadership culture that prioritizes inclusion, accountability, and continuous improvement. Customer Experience & Process Optimization Use tools like Salesforce, Netsuite, Gong, and internal CSAT reporting to identify root causes of dissatisfaction and inefficiency then implement process fixes and training refreshers. Collaborate with the Enterprise team to refine ticket routing and automate task triage for scalability. Work closely with cross-functional stakeholders across global teams, to align policy execution and financial operations with broader business priorities. Business Partnership & Transformation Align tightly with Sales, Finance, and RevOps to ensure seamless integration between customer support and business operations. Contribute to company-wide change initiatives with a focus on operational excellence, vendor satisfaction, and cash flow impact. SUCCESSFUL CANDIDATES HAVE: 8+ years in customer operations, with at least 3+ years in a senior people leadership role overseeing managers. Proficiency in English is required. Bachelors degree required. Experience leading support and financial ops functions (Collections, Billing, or Policy) at scale ideally in a B2B, tech-enabled, or marketplace company. Exceptional stakeholder management and communication skills, with the ability to influence cross functional peers and Senior Leadership. Experience in managing collections processes, optimizing revenue streams, and ensuring accurate financial reporting. Strong knowledge of operational KPIs and experience leveraging data analytics to pinpoint operational support challenges/opportunities, as we'll as drive decision-making and operational performance. Proven success building and coaching high-performing, manager-level leaders. Role model holding yourself and your team accountable to deliver on your commitments Strong people orientation with the ability to inspire and motivate teams. Familiarity with tools like Salesforce, Netsuite, Zendesk, or Gong is a plus. At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference! WHAT WE LOVE ABOUT YOU: You Dream Big. You iterate and experiment to drive innovation. You Love Our Users. You keep our global community at the center of everything you do. You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion. You Hustle Every Day. You favor urgency and own your outcomes. You Win Together. People are at the heart of our success and you play as a team
