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 is a senior leadership opportunity focused on shaping and scaling customer operations across North America.

• Lead North American operations with overall responsibility for the performance of Onboarding, Support, and Pay Operations teams.
• Translate regional growth objectives into clear operational priorities, KPIs, plans, and team-level goals.
• Partner with senior regional leadership to identify performance opportunities, operational risks, and areas for improvement.
• Ensure post-sales operations support customer growth, retention, satisfaction, efficiency, and overall business objectives.
• Build scalable operating models that allow customer volumes to grow while maintaining service quality and a strong employee experience.
• Own Support performance metrics, including response and resolution times, customer satisfaction, quality, productivity, and service delivery.
• Improve onboarding performance across implementation timelines, customer readiness, capacity, quality, and satisfaction.
• Analyze customer feedback and operational data to identify trends, root causes, and opportunities to improve the customer journey.
• Lead, coach, and develop managers across Onboarding, Support, and Pay Operations, strengthening accountability and leadership capability.
• Establish operating rhythms, dashboards, and performance reviews that provide leadership with clear visibility into priorities and results.
• Lead workforce and capacity planning in partnership with Finance and People teams.
• Collaborate with Customer Success, Sales, Product, Education, and global operations teams to improve handoffs and create a seamless customer experience.
• Identify and lead continuous improvement initiatives spanning processes, workflows, documentation, systems, and tooling.
• Evaluate opportunities to use automation, AI, and data insights to increase productivity and scalability while protecting customer and employee experience.
• Lead teams effectively through organizational and operational change, ensuring initiatives are communicated clearly and implemented successfully.
• Foster a culture of continuous improvement in which teams are encouraged and empowered to identify better ways of working.

• 8+ years of experience in operations, customer operations, support, onboarding, implementation, customer success operations, or a related post-sales leadership function.
• Proven experience leading managers and scaling operational teams within a fast-paced organization.
• Experience in SaaS, technology, or another customer-centric, high-growth environment is strongly preferred.
• Demonstrated experience establishing and managing operational KPIs, performance reporting, capacity planning, and continuous improvement programs.
• Strong commercial understanding, with the ability to connect operational performance to growth, retention, cost, productivity, and customer value.
• Strong analytical and problem-solving skills, with the ability to use data and customer insights to identify trends, diagnose root causes, and translate findings into actionable recommendations.
• Experience designing and implementing scalable processes and operating models as organizations grow.
• Strong change-management and leadership capabilities, with the ability to guide teams through transformation with clarity, empathy, and accountability.
• Excellent communication and stakeholder-management skills, including the confidence to influence and constructively challenge senior leaders.
• Highly collaborative approach and the ability to work effectively across regional, cross-functional, and global teams.
• Strong people-leadership skills, including coaching, mentoring, performance management, and leadership development.
• A data-driven, customer-focused mindset with a strong commitment to measurable operational outcomes.
• Comfortable exploring automation, AI, and emerging technologies as tools for improving efficiency and scalability.
• Candidates are encouraged to apply even if they do not meet every listed qualification but can demonstrate strong transferable experience and leadership capabilities.

• Fully remote work environment with flexible working arrangements.
• Employer-paid Medical, Dental, Life, AD&D, and Short-Term Disability coverage.
• Employer-paid Employee Assistance Program and wellness benefits.
• Optional 401(k) plan.
• Optional upgraded insurance coverage.
• Professional development and career-growth opportunities.
• Access to an in-house Learning & Development and Business Coach.
• Online learning resources, including LinkedIn Learning.
• Regular social events designed to build team connection and camaraderie.
• Employee Resource Groups and opportunities to join or champion community initiatives.
• Inclusive, collaborative, and supportive workplace culture.
• Opportunities to work on meaningful technology initiatives with significant customer and business impact.