Senior Director of Customer Operations

Position: Senior Director of Customer Operations at 407 ETR
Lead strategic customer operations delivery at 407 ETR as a Senior Director. Oversee service delivery, workforce optimization, and operational performance while ensuring customer satisfaction.

This senior leadership role reports to the VP of Customer Operations and is crucial for guiding the day-to-day functions of service delivery across various channels. Key responsibilities include managing operational change, ensuring productivity, and enhancing quality and compliance. You will work closely with cross-functional teams to navigate risks and foster a high-performing environment.

Key Responsibilities:

• Set multi-year operating direction in service delivery

• Oversee strategic workforce optimization strategies

• Maintain key performance indicator frameworks

• Identify risks through operational data analysis

• Support digital and process improvement initiatives

Requirements:

• Bachelor’s degree; MBA preferred

• 10+ years in leadership, at least 5 as Director

• Expertise in operational performance frameworks

• Strong financial acumen for budget management

• Bilingualism in English and French is an asset

Elevate the customer experience through strategic oversight and innovation in service delivery at 407 ETR.
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