Director of Operations
New
CanadaFull-TimeDirector
Salary100,000 - 130,000 CAD per year
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Job Details
- Experience
- 3+ years
- Required Skills
- LeadershipProject ManagementData AnalysisOperations ManagementCustomer supportCustomer SuccessSaaS
Requirements
- 3+ years of leadership experience in Operations, Customer Success, Support, or Implementation within a B2B SaaS environment.
- Proven track record of improving operational performance and customer satisfaction using data-driven decision-making.
- Strong experience with AI-powered support tools, automation platforms, or analytics solutions (e.g., chatbots, predictive routing, sentiment analysis).
- Ability to lead cross-functional initiatives and influence stakeholders at all levels, including executive leadership.
- Strong analytical mindset with the ability to translate data into actionable operational improvements.
- Excellent communication and leadership skills with a customer-centric approach to decision-making.
- Experience building scalable processes and driving continuous improvement in fast-paced environments.
Responsibilities
- Lead and continuously improve Support operations, including SLAs, escalation workflows, and service quality standards.
- Implement and optimize AI-enabled tools such as ticket triage, chatbots, and automation to improve efficiency and response times.
- Own the end-to-end customer implementation and onboarding process, ensuring smooth handoffs and strong adoption outcomes.
- Define and track key operational KPIs including CSAT, resolution time, case volume trends, deflection rates, and onboarding success metrics.
- Drive continuous improvement through root cause analysis, post-incident reviews, and scalable process redesign.
- Build, mentor, and develop high-performing Support and Implementation teams with clear performance expectations and growth paths.
- Partner cross-functionally with Product, R&D, Sales, and Marketing to align customer feedback with product development and growth initiatives.
- Represent the customer voice in executive discussions and contribute to strategic planning and operational prioritization.
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