Director, Customer Operations

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Director, Customer Operations based in Canada.

We are seeking an experienced and strategic customer operations leader to oversee and transform customer-facing operations across North America. In this senior leadership role, you will lead the Onboarding, Customer Support, and Payments Operations functions, ensuring exceptional experiences throughout the entire customer journey. You will translate business growth objectives into scalable operational strategies, strengthen team performance, and drive continuous improvement across multiple departments.

Using data, technology, automation, and AI-driven insights, you will optimize processes while maintaining high standards of customer satisfaction and employee engagement. Working closely with regional and global leadership teams, you will play a key role in improving operational efficiency, customer retention, and business performance. This fully remote opportunity offers the chance to shape a growing international SaaS organization and build high-performing teams in a collaborative environment.

• Lead Customer Operations: Oversee North American operations across Onboarding, Customer Support, and Payments Operations, ensuring consistent performance and high-quality service delivery.
• Develop Operational Strategies: Translate regional business objectives into clear operational plans, priorities, KPIs, and measurable team goals aligned with growth, customer retention, and efficiency targets.
• Drive Performance Management: Own operational performance across customer support, including response times, resolution rates, customer satisfaction, service quality, productivity, and overall effectiveness.
• Optimize Customer Onboarding: Improve implementation processes, onboarding timelines, customer readiness, operational capacity, and customer satisfaction.
• Build Scalable Operating Models: Design and implement processes, structures, and workflows that support increasing customer volumes without compromising service quality or employee experience.
• Use Data to Drive Decisions: Analyze customer feedback, operational dashboards, and performance indicators to identify trends, understand root causes, and implement targeted improvements.
• Develop Leadership Capabilities: Lead, coach, and mentor Onboarding, Support, and Payments Operations managers, establishing clear expectations, accountability, and strong management practices.
• Establish Performance Frameworks: Implement effective operating rhythms, reporting dashboards, and regular performance reviews to provide leadership with visibility into results, challenges, and priorities.
• Manage Workforce and Capacity Planning: Partner with Finance and People teams to forecast operational needs, allocate resources, and ensure teams are appropriately structured and staffed.
• Strengthen
  
  Cross-Functional Collaboration:
  
  Work closely with Customer Success, Sales, Product, Education, Finance, People, and Global Operations to improve internal coordination and deliver a seamless customer experience.
• Champion Continuous Improvement: Identify and lead initiatives to optimize workflows, processes, documentation, systems, and operational tools.
• Leverage Technology and Automation: Explore opportunities to integrate automation, artificial intelligence, and data-driven solutions to improve productivity, scalability, and service quality.
• Lead Organizational Change: Guide teams through operational transformation, ensuring changes are clearly communicated, effectively implemented, and supported by measurable outcomes.
• Foster a Culture of Excellence: Encourage ownership, collaboration, innovation, and continuous improvement, empowering employees to identify and implement better ways of working.

• Professional
  
  Experience:
  
  At least 8 years of experience in operations, customer operations, customer support, onboarding, implementation, customer success operations, or a related post-sales leadership function.
• Industry Background: Previous experience in SaaS, technology, or another fast-paced, customer-focused business environment is strongly preferred.
• Leadership
  
  Experience:
  
  Proven ability to lead managers, develop high-performing teams, and scale operational functions within a growing organization.
• Operational Performance Management: Demonstrated experience establishing and managing KPIs, performance reporting frameworks, workforce…