Director of Operations

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Requirements:

• Proven leadership experience in an operational role within the B2B SaaS/IT services environment.
• Strong background in customer service or professional services with team management experience.
• Financial acumen to optimize operational efficiency and enhance profitability.
• Ability to strategically align teams with clear internal communication.
• Experience in HR solutions or HR processes is a plus.
• Knowledge of the Salesforce platform.
• Excellent communication skills in both French and English.
• Hands-on, proactive approach to managing change and fostering a positive team environment.
• Problem-solving mindset with a focus on continuous improvement.

Responsibilities:

• Lead and optimize professional services and customer care for client satisfaction and profitability.
• Align operational activities with long-term business strategies in collaboration with the CEO.
• Identify and implement process improvements for efficiency.
• Enhance team communication and cohesion across departments.
• Oversee the customer success function to exceed client expectations.
• Monitor service delivery profitability through cost control and workflow optimization.
• Foster collaboration across sales, product, and customer success teams.
• Establish and track KPIs for service delivery and customer success performance.