Bastion
financial services
HeadofCustomerOperations
“Head of Customer Operations at Bastion. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, partner operations, support strategy, AI-powered tooling. build and lead customer support across Bastion's partner ecosystem. define what Bastion's support obligations look like across each partnership”
Industry & Context.
diagnose and triage partner issues; resolving straightforward issues independently; where issues get stuck; what patterns emerge in escalations; identify where the process breaks; problem-solving
okay with a fast pace, okay with specific work changing, contribute in their first week, fully productive in their third month
What They're Looking For.
Must Have
operated support at volume, managed outsourced teams, selected and implemented AI-powered CX tooling, seen support models with different structures and expectations
What You'll Do.
build and lead customer support across Bastion's partner ecosystem
define what Bastion's support obligations look like across each partnership
design the support model
own the operational infrastructure that holds it all together
field partner escalations
learn the product deeply
building the documentation and frameworks that everything else depends on
Get hands-on with Bastion's platform
Begin handling partner escalations directly
Audit the current state of support
Review Bastion's contractual support obligations
Evaluate the support tooling landscape
own the support function
build the operating system
Be the primary point of contact for partner support
Build and ship the scope boundary framework
Stand up the knowledge base
Establish SLA tracking and reporting
Scale support across partnerships
Design and execute the BPO strategy
Build the support model for Bastion's next major partnership launch
Optimize the balance between AI-automated resolution and human-handled support
Build a voice-of-customer feedback loop
How You'll Work.
Team & Collaboration
working alongside team members currently managing support; routing to engineering and product only when genuinely necessary; hold partner teams accountable to appropriate escalation behavior; routes product insights, documentation gaps, and recurring pain points to product and engineering in a structured, actionable format
Process & Methodology
capacity planning, resource planning
Applying for this Head of Customer Operations role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Ashby
- Ashby is a fast modern ATS — most applications take under 3 minutes.
- The resume parser is strong; verify parsed experience dates and job titles.
- Custom screening questions are often scored algorithmically — answer completely.
- Location field affects geo-based screening; use your actual metro area.
ANONYMOUS · UNFILTERED
What do employees actually say about Bastion?
Real rants from real employees. Read before you apply.