About the Role

We are seeking a highly skilled Director of Customer Operations to join our team in Toronto, Canada. In this pivotal role, you will lead end-to-end operational excellence across Cloud Software & Services (CSS) engagements. You will be responsible for ensuring that our customer delivery performance meets and exceeds expectations, contributing to a high-quality customer experience and improved profitability.

Responsibilities

• Oversee the customer delivery performance across all CSS engagements, ensuring timely and effective execution of services.
• Lead the fulfillment operations throughout the sales and delivery lifecycle, engaging with various stakeholders to drive success.
• Collaborate with Customer Units, Sales, Delivery teams, PMO, Product, and Business Operations to translate strategic goals into actionable plans.
• Monitor operational governance and financial discipline, ensuring processes are efficient and aligned with company objectives.
• Continuously evaluate and improve customer experience based on feedback and performance metrics.
• Report directly to the Head of Operations CSS Canada, providing insights and updates on operational performance and initiatives.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, or a related field; Master’s degree preferred.
• Minimum of 7 years of experience in customer operations or a similar role, with a strong background in leading teams.
• Proven track record of successful project management and delivery in a technology or services environment.
• Strong analytical skills with a focus on data-driven decision-making.
• Excellent communication and interpersonal skills, capable of building relationships with diverse stakeholders.
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and career advancement.
• Collaborative and innovative work environment.
• Flexible work arrangements to support work-life balance.