Director of Operations
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Operations based in Canada.
This senior leadership role is focused on driving operational excellence across customer-facing functions, with direct ownership of Support and Implementation teams. You will play a pivotal role in shaping how customers experience onboarding, adoption, and ongoing service quality across a fast-paced SaaS environment. The position blends strategic leadership with hands-on operational improvement, leveraging data, automation, and emerging AI tools to optimize performance and scalability. You will collaborate closely with Product, R&D, Sales, and executive leadership to ensure customer insights directly influence roadmap priorities and business decisions. With a strong focus on measurable outcomes, you will lead initiatives that improve retention, reduce resolution times, and enhance customer satisfaction. This is a high-impact role requiring both strategic vision and operational discipline, reporting directly to the President.
Accountabilities:
- 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.
- 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.
- Competitive salary range of $100,000 to $130,000 CAD depending on experience
- Remote-first work environment within Canada
- Opportunity to lead and shape core customer operations in a high-growth SaaS organization
- Direct exposure to executive leadership and strategic decision-making
- Career development opportunities within a global software organization
- Dynamic, fast-paced environment focused on innovation and continuous improvement
- Collaborative culture with strong emphasis on customer impact and operational excellence.