What are the responsibilities and job description for the Director of Operations position at Jobgether?
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.
- 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.
Requirements:
- 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.
Benefits:
- 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.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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Salary : $100,000 - $130,000