What are the responsibilities and job description for the Director Customer Operations position at Astera Labs?
Astera Labs is a global leader in purpose-built connectivity solutions that unlock the full potential of AI and cloud infrastructure. Our Intelligent Connectivity Platform integrates PCIe®, CXL®, and Ethernet semiconductor-based solutions and the COSMOS software suite of system management and optimization tools to deliver a software-defined architecture that is both scalable and customizable. Inspired by trusted relationships with hyperscalers and the data center ecosystem, we are an innovation leader delivering products that are flexible and interoperable. Discover how we are transforming modern data-driven applications at www.asteralabs.com.
Overview
As the Director of Customer Operations, you will oversee and lead all aspects of the company’s customer operations. This role combines strategic leadership with operational expertise to ensure the creation of compliant, efficient, and scalable processes that support exceptional customer experiences. You will drive continuous improvement in customer-facing processes, manage a growing team, and ensure the operations of the company align with business objectives. This role requires ownership of end-to-end customer operations, including Sales Operations, Order Fulfillment, RMA Processing, and more.
Key Responsibilities:
- Lead and scale a high-performing customer operations team with a focus on efficiency, compliance, and KPIs.
- Own the full customer order lifecycle—from quoting to fulfillment and post-sales support.
- Collaborate across supply chain, finance, IT, and legal to ensure seamless operations.
- Drive process improvements, automation, and system scalability (ERP/CRM).
- Ensure regulatory compliance (SOX/SOD) and maintain robust internal controls.
- Build strong relationships with customers and stakeholders to elevate satisfaction and resolve issues proactively.
Required Skills & Experience
- 10 years' experience in customer operations, sales operations, or a similar role, including 4 years in a leadership role.
- Proven experience in leading and scaling high-performing teams, fostering collaboration and accountability across departments.
- Expertise in developing and implementing efficient and compliant operational processes, including the ability to optimize workflows and eliminate inefficiencies.
- Experience with SOX, SOD, and other regulatory standards, with a focus on creating and maintaining compliant processes.
- Strong ability to analyze data and solve complex operational issues while improving performance.
- Advanced experience with ERP systems (preferably Oracle) and proficiency in MS Office Suite, particularly Excel.
- Strong project management skills, with experience driving cross-functional initiatives and managing multiple priorities in a fast-paced environment.
- Exceptional verbal and written communication skills, with the ability to present complex information clearly to all levels of the organization.
The base salary range is USD 205,000 - USD 230,000. Your base salary will be determined based on your location, experience, and the pay of employees in similar positions.
We know that creativity and innovation happen more often when teams include diverse ideas, backgrounds, and experiences, and we actively encourage everyone with relevant experience to apply, including people of color, LGBTQ and non-binary people, veterans, parents, and individuals with disabilities.
