---
title: 'Senior Director of Client Operations at Phoenix Ecommerce Technologies'
canonical: 'https://feeny.ai/job/senior-director-of-client-operations-phoenix-ecommerce-technologies-united-r1j2kk3sefjm'
type: 'job'
last_seen: '2026-09-08'
---

# Senior Director of Client Operations at Phoenix Ecommerce Technologies

- **Company:** Phoenix Ecommerce Technologies
- **Location:** United States
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-07-28
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.lever.co/phoenixtechnologies/47d91e05-7f06-4ac8-8ab8-744c35856923

## Job description

Phoenix is the Autonomous Commerce Platform for DTC Founders. We unify storefronts, checkout, payments, and operations into one platform where AI agents handle the operational grind and merchants focus on growth. We set out to build the "Shopify of Direct Response" and along the way recognized something bigger. Direct response is roughly a third of all ecommerce transactions, a trillion-dollar market chronically overlooked by Silicon Valley. The merchants who run it are obsessive about tooling. They live and die by velocity, conversion, and margin. They have no brand moats. They only compete on operations, which is exactly what makes them ripe for agentic disruption and the earliest, fastest adopters of AI agents in commerce. That insight reframed Phoenix from "the Shopify of DR" to the AI Agent Platform for DTC Founders. This is a category-defining bet, and we are running at it from a position of strength.

Where We Are Today

- 8-figure ARR growing 100%+ YoY

- Strong unit economics and efficient growth

- Rapid merchant adoption and expanding market presence

- Backed by experienced operators and investors with a history of building and scaling successful businesses

## Why Now

This is a rare opportunity for a technical leader to step into a company with proven revenue, product-market fit, an established team, and a large market opportunity.

Three things make this an inflection point:

- Product-market fit is established. Demand continues to grow, merchant adoption is accelerating, and Phoenix is outperforming expectations.

- There is an opportunity to define a category. While many companies are building AI tools for commerce, few are focused on helping sophisticated DTC operators automate revenue-generating decisions at scale.

- Our customers are AI-ready. They adopt technology quickly when it drives measurable business outcomes, creating an ideal environment for agentic products.

## The Role

The Senior Director of Client Operations will lead and scale Phoenix’s client-facing support organization, overseeing customer experience, operational excellence, and retention strategy.

This role is responsible for building a high-performing Client Services organization that combines customer support, technical troubleshooting, onboarding, and proactive account management. The Senior Director will lead the team while partnering closely with Product, Engineering, CRM, Payments, and Checkout teams to ensure merchants receive exceptional service and measurable business outcomes.

This is both an operational leadership role and a strategic business role. The right leader will help merchants maximize retention, checkout performance, platform adoption, and long-term value while building the internal systems, processes, metrics, and accountability needed to scale.

Note: Clients are often referred to as Merchants.

## What You'll Own

Client Services Leadership

- Lead, mentor, and develop the Client Services organization.
- Establish service standards, response expectations, escalation frameworks, and customer success processes.
- Create a high-accountability, merchant-first culture focused on responsiveness, retention, and merchant growth.
- Monitor team performance, utilization, SLAs, satisfaction metrics, and operational efficiency.
- Build scalable workflows for onboarding, support, account management, and proactive client engagement.

Onboarding & Implementation

- Own scalable onboarding and implementation frameworks for new merchants.
- Establish launch readiness standards, activation KPIs, and time-to-value goals.
- Coordinate across Integrations, Checkout, CRM, and Payments to ensure successful merchant launches.
- Identify friction points in onboarding and build processes that improve speed, consistency, and merchant experience.

Technical Escalations & Support Operations

- Lead resolution of critical merchant escalations and platform incidents.
- Own severity management, root-cause analysis, escalation governance, and cross-functional communication during outages or service disruptions.
- Oversee resolution of complex client issues related to Shopify integrations, checkout functionality, subscription billing, payment processing, funnel logic, tracking discrepancies, and third-party application conflicts.
- Improve documentation standards, escalation processes, and communication between technical and client-facing teams.
- Ensure the Client Services organization develops a strong operational understanding of ecommerce systems and platform architecture.

Metrics, Reporting & Operational Strategy

- Own operational visibility across client health and support operations.
- Develop customer health scoring and reporting frameworks.
- Track and analyze MRR, churn, retention, NRR, NPS/CSAT, response times, resolution times, and merchant engagement.
- Build dashboards that provide visibility into client health, operational bottlenecks, and revenue opportunities.
- Identify opportunities for automation, AI-assisted support, self-service tooling, and process improvement.

Cross-Functional Leadership

- Partner closely with Product, Engineering, CRM, Payments, Checkout, and Growth teams.
- Serve as the primary operational liaison between merchants and internal teams.
- Translate merchant feedback, operational pain points, and revenue-impacting issues into actionable product priorities.
- Partner with Product and Engineering on release planning, beta programs, feature adoption, rollout communication, and change management.
- Help shape customer education, onboarding materials, support documentation, and best-practice resources.

## What We're Looking For

Required

- 7+ years of experience in Customer Success, Client Services, Account Management, or Support leadership.
- 3+ years managing high-performing customer-facing teams.
- Strong experience within ecommerce, SaaS, subscription commerce, payments, or Shopify ecosystems.
- Deep understanding of ecommerce operations, checkout systems, subscription billing, payment flows, and merchant success metrics.
- Experience managing technical escalations and cross-functional operational workflows.
- Strong analytical and operational mindset with experience using data to drive decisions.
- Exceptional communication, leadership, and organizational skills.
- Ability to operate effectively in a fast-paced startup environment.

## Preferred

- Experience building or scaling a Customer Success, Client Services, or Support organization.
- Experience with DTC ecommerce, direct response, subscriptions, checkout optimization, or payments.
- Experience developing customer health scoring, SLA frameworks, onboarding processes, and operational dashboards.
- Familiarity with automation, AI-assisted support, self-service tooling, or customer education systems.

Leadership Traits We Value

- High ownership

- Decisiveness

- Strong recruiting and talent development capabilities

- Accountability

- Product judgment

- Calm under pressure

- Builder mentality

Culture

These are the values that guide how we operate:

- All In to Win — Operate with urgency, intensity, and a relentless bar for excellence.

- A Players Only — Only hire, develop, and keep A players. Protect talent density.

- Merchant First — Merchants are why we exist. Every decision measured by merchant impact.

- Entrepreneurial Spirit — Move like a Day One company. Fast, scrappy, hungry. Everyone owns.

- Execution Over Ego — Best ideas win regardless of source. Status and titles do not matter.

## About Phoenix Ecommerce Technologies

## Company Overview
- **One-liner**: Phoenix Ecommerce Technologies builds an all-in-one AI-native operating system that unifies storefronts, checkouts, payments, and CRM for direct-response merchants.
- **Entity Type**: Private (Venture-backed; $5M total funding)
- **Headquarters**: Fort Lauderdale / Miami, Florida, United States
- **Founded**: 2024
- **Founders**: Kevin Zhang (CEO) & Trevor Galvin (Co-Founder & Chief Growth Officer)

## Core Business
- **Primary industry/industries**: Technology, Information and Internet – ecommerce infrastructure, payments, and software.
- **Target customers**: Direct-response merchants, D2C brands, and Shopify stores generating $500K+ revenue per year (B2B).
- **Mission or purpose statement**: "Our mission is to build a generational company: the AI-native operating system that the internet's most ambitious commerce runs on." [phoenixtechnologies.io/careers](https://phoenixtechnologies.io)

## Products & Services
- **[Phoenix Platform]**: A unified OS that combines landing pages, checkout, payments, subscription billing, chargeback defense, and analytics. It helps merchants maximize revenue with less than 1% disruption. [phoenixtechnologies.io/FAQ](https://phoenixtechnologies.io)
- **Checkout Builder**: High-converting checkout with PayPal, Apple Pay, and Reddit Pixel support.
- **Payment Processing**: Merchant account (MID) management, including a high-risk ISO called **Phoenix Payments**.
- **Dynamic Subscripion OS**: Automated billing, step-down salvage logic, and rebill retires that can improve approval rates up to 18%. [phoenixtechnologies.io/faq](https://phoenixtechnologies.io/faq)
- **Chargeback Defense**: Triple-layer integration with Disputely, Disputifier, and Chargeblast (RDR, Ethoca, CDRN).
- **Net Revenue Analytics**: Real-time dashboards and reporting.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (privately held).
- **Key Metric**: Total Funding – $5 M (venture round on 2025-11-16). Also reports "8-figure ARR" and "hundreds of merchants." [phoenixtechnologies.io/careers](https://phoenixtechnologies.io/careers)
- **Notable Investors/Partners**: Investor names not publicly available. Partners/payments integrations include Disputely, Disputifier, Chargeblast, PayPal, Apple Pay, Reddit Pixel.
- **Growth Signals**: Headcount jumped from ~7 to 32 in a year (+389% YoY). Growing 100%+ year-over-year. Claims to be in the top 0.5% of all 2024 startups. [linkedin.com](https://linkedin.com/company/phoenixecommerce) [phoenixtechnologies.io/careers](https://phoenixtechnologies.io/careers)

## Competitive Advantages
- **All-in-one AI-native platform** built specifically for the underserved direct-response segment.
- **Revenue performance**: Delivers +20% more revenue per checkout vs competitor platforms, with <1% disruption.
- **Founder-led with deep ecommerce experience**: CEO Kevin Zhang generated $200M+ in bootstrapped D2C revenue; CPO Tim Schulz led product at BigCommerce, Google Shopping, Magento, and VTEX. [phoenixtechnologies.io/about](https://phoenixtechnologies.io/about)
- **Triple-layer chargeback defense** and advanced subscription salvage logic.

## Strategic Focus
- Continue scaling the "operating system of performance commerce" by deepening AI-native capabilities (agents, automation) and expanding Phoenix Payments to become a fully independent ISO.
- Grow merchant base in high-volume direct-response verticals while maintaining capital efficiency.

## Why Work Here
- **Remote-first**: Work from anywhere in the US; high autonomy and accountability.
- **Culture**: "Direct, fast-moving, and focused on results" – zero bureaucracy, founder-led, and operator-built. [phoenixtechnologies.io/careers](https://phoenixtechnologies.io/careers)
- **Perks**: Competitive cash + equity, 100% health & dental coverage, 401K.
- **Engineering team**: Roles include VP of Engineering, Staff Engineer (AI-native commerce), and Senior Full-Stack Engineer. Focus on building a best-in-class platform for ambitious merchants. [jobs.lever.co](https://jobs.lever.co/phoenixtechnologies)
- **Growth trajectory**: Rapidly growing startup with real revenue traction – a rare chance to have outsized impact.

## Sources
1. [LinkedIn Company Page](https://linkedin.com/company/phoenixecommerce)
2. [Phoenix Technologies Career Page](https://phoenixtechnologies.io/careers)
3. [Phoenix Technologies About Page](https://phoenixtechnologies.io/about-phoenix-technologies)
4. [Phoenix Technologies FAQ](https://phoenixtechnologies.io/faq)
5. [Lever Job Postings](https://jobs.lever.co/phoenixtechnologies)

## Other roles at Phoenix Ecommerce Technologies

- [Business Development Representative](https://feeny.ai/job/business-development-representative-phoenix-ecommerce-technologies-united-states-1zkg53qvbvy7) — United States
- [Principal Engineer, Payments Infrastructure](https://feeny.ai/job/principal-engineer-payments-infrastructure-phoenix-ecommerce-technologies-fqq480qtpqx4) — United States
- [Controller](https://feeny.ai/job/controller-phoenix-ecommerce-technologies-united-states-keyrnjr7qc7e) — United States
- [Vice President of Payments (High-Risk)](https://feeny.ai/job/vice-president-of-payments-high-risk-phoenix-ecommerce-technologies-united-gw8xfv35mtc7) — United States
- [Chief Revenue Officer](https://feeny.ai/job/chief-revenue-officer-phoenix-ecommerce-technologies-united-states-9n96fbktc58e) — United States
- [Staff / Principal Engineer – Event-Driven Systems](https://feeny.ai/job/staff-principal-engineer-event-driven-systems-phoenix-ecommerce-technologies-em514nrmv2sb) — United States
- [Payments Analyst (High-Risk Underwriting)](https://feeny.ai/job/payments-analyst-high-risk-underwriting-phoenix-ecommerce-technologies-united-2627sgbb7dhy) — United States
- [Chief Technology Officer](https://feeny.ai/job/chief-technology-officer-phoenix-ecommerce-technologies-united-states-qdremrmthzbc) — United States