Director of Customer Success & Service Ops (IL)

We're looking for a Director of Director of Customer Success & Service Ops with strong project management and customer success experience to lead a fast-paced, real-time service operation. This role is multifaceted, requiring an exceptionally organized, influential, adaptable, energetic, collaborative, and self-starting team member that is also comfortable representing and communicating on behalf of the company in customer-facing engagements.

Primarily, you will manage large deployment projects of Bond services on behalf of Bond customers: corporations and cities.

Secondarily, you will oversee frontline Bond Security Agents and supervisors across shifts, ensuring seamless operational execution, immediate incident response, service quality, and exceptional user experience for both individual members and enterprise clients.

This position is focused on live personal safety operations — managing real-world incidents involving individuals - and does not involve cybersecurity, IT security monitoring, or digital threat analysis.

What You’ll Do:

• Represent the company externally to clients, public partners, municipalities, and other stakeholders in matters of service performance, escalations, and safety leadership.
• Manage projects and drive strategic and operational planning, including the definition and execution of short-term goals and long-range initiatives in a user-focused service environment.
• Lead and manage all aspects of the Command Center’s operations, including supervisors and multi-shift agents, by setting daily goals, overseeing staffing plans and 24/7 shift schedules, and ensuring team readiness through structured training, mentoring, and ongoing development to build operational excellence and resilience.
• Design, implement, and improve operational processes for real-time personal safety, such as preventative protocols, de-escalation procedures, and emergency coordination.
• Identify team training and development needs and lead structured training and mentoring programs to build team capacity, resilience, and operational excellence in high-stakes situations.
• Analyze operational data to identify trends, challenges, and opportunities; create dashboards and reports that drive insight and decision-making across the leadership team.
• Coordinate cross-team workflows, ensuring operational tasks and collaborative efforts are executed in a timely, accurate, and complete manner.
• Maintain structured documentation, including incident logs, client reports, and compliance records, in alignment with regulatory and internal standards.
• Report regularly to key stakeholders, summarizing operational performance, issues, and improvements on a daily, weekly, and monthly basis.
• Ensure adherence to data privacy and compliance standards, particularly in the handling of sensitive user information during live service interactions.

Required Experience:

• Fluent in English & Hebrew - precise communication in both languages; eloquent written and verbal expression essential.
• Strong Project Management experience.
• Experience in direct sales or business development with enterprise clients, municipalities, or government bodies.
• Director-level seniority or equivalent -Minimum 10 years of experience in a customer-facing role, such as Customer Success, Account Management, or Client Operations.
• Proven field leadership experience in real-time, high-pressure operational environments, such as military command, emergency services, security operations, or similar (not cybersecurity or IT security).
• Hands-on experience supporting live personal safety operations, incident response, or escalation management in time-sensitive environments
• Demonstrated ability to analyze data, extract insights, and prepare reports or dashboards.
• Ability to manage team schedules, shift rotations, and task assignments in a dynamic 24/7 service environment.
• Experience handling sensitive or regulated information, with a strong understanding of data privacy standards and compliance
• Comfortable working in a tech-enabled environment – proficient with operational platforms, mobile apps (iOS/Android), and productivity tools (Microsoft Office, G-Suite)
• Strong track record as a mentor and leader, with proven experience hiring, training, and motivating teams.
• Experience leading global teams and working with customers around the world
• Excellent management, interpersonal and team leadership skills – seamless ability to inspire and engage company team members
• Excellent communication, verbal and written and collaboration skills at the senior leadership level, with both team members and customers
• Demonstrated ability to operate effectively in a fast-paced, ambiguous startup environment
• Bachelor’s degree in field or another related field.

Total Rewards

As a high-tech security start up, efficiency is vital to the work we perform daily. As a result, we've built a workplace culture that respects your time, allows you to take ownership of your projects and find opportunities to lead in your day-to-day experience.

We’ve been thoughtful in our approach to benefits, rewards, and perks that will impact our team members holistically as we continue to scale and grow.

You’ll Enjoy

• Complete meritocracy: we reward people based on their contribution to the mission and adherence to the company's culture not on other factors.
• Competitive Starting Salary commensurate with geographic location and skills/qualifications, plus benefits and bonus potential – see below).
• Bonus for full-time team members.
• Stock option grants at a high growth startup.
• Generous time off and sick time benefits
• App security services for you and your loved ones ($450 value per person)
• Growth and development opportunities to advance your career – as we grow as a startup, we strive to promote from within.
• Study Fund
• Complimentary access to gym

Bond is an employer that values diversity and inclusion. We do not discriminate against candidates based on race, color, religion, gender, sexual orientation, gender identity, national origin, age, marital status, disability, health condition, or any other characteristic protected by law. We are committed to a fair and ethical selection process.

Bond maintains a drug-free workplace and may perform pre-employment substance abuse testing and background checks, where permitted by law.

Ready to join Bond? Submit your resume in English and tell us why you're a great fit for this role.

About Bond:

Bond is a US based International personal security company that is revolutionizing Security with its novel paradigm of AI-Powered Preventative Personal Security.

Specifically, Bond operates as a pre-emergency Personal Security Companion/guardian, available to look after Bond members (end-users) when they are uncomfortable. Bond can detect anomalies/threats, engage to check on the members, calm them down, guide them, deter unwanted company and orchestrate first responders.

Bond’s mission is: personal security for all.

Bond is operational in 28 countries and growing.

The largest corporations in the world are adopting Bond for all employees (not just for executives, but also retail store employees, sales associates, drivers, home care nurses, etc.), cities and universities.

Watch this video:

Bond advisors include the foremost security experts globally, including former heads of US Secret Service, FBI, heads of metropolitan police globally, military special ops and other experts.

Bond customers include some of the largest corporations in the world, cities and universities, who pay for the Bond services and make them available to their people.

Bond is operational in 28 countries and growing.

If you want to learn more, visit our website .