Director of Operations (Canada)

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Requirements:

• 10+ years of experience in operations management or a similar role, ideally within SaaS or enterprise software.
• Demonstrated experience managing a Customer Support team, understanding support SLAs and KPIs.
• Proven experience in managing a Professional Services team, focusing on resource management and client satisfaction.
• Strong data-driven approach, with skills in financial analysis and operational KPIs.
• Experience managing cross-functional teams, with emphasis on team development and collaboration.
• Skilled in managing relationships with external vendors and partners.
• Exceptional communication skills for effectively conveying operational insights.
• Demonstrated success in implementing process improvements.

Responsibilities:

• Develop and implement operational strategies for service delivery.
• Oversee Customer Support and Professional Services teams, setting performance standards.
• Manage Customer Support compliance with SLAs and monitor support KPIs.
• Optimize Professional Services team utilization and resource allocation.
• Monitor department budgets and develop financial plans.
• Provide reports to assist executive leadership with goal-setting.
• Enhance vendor relationships and manage negotiations.
• Collaborate on new initiatives to promote operational efficiency.