Position Summary

The Senior Director, Customer Operations Delivery is responsible for leading the strategic direction, performance, and continuous evolution of 407 ETR’s day-to-day Customer Operations delivery model. Reporting to the Vice President, Customer Operations, this role provides senior oversight of service delivery across voice, digital, back office, workforce optimization, quality, operational performance, and customer-facing support functions. The role is accountable for ensuring consistent achievement of service levels, productivity, quality, compliance, and customer satisfaction outcomes while building leadership capability across a multi-layered team. The Senior Director partners closely with Customer Experience, Technology, Finance, HR, Legal, Compliance, and other enterprise stakeholders to ensure operational priorities are delivered effectively, risks are managed, and teams are equipped to execute in a changing setting.

Responsibilities

Strategic & Operational Leadership





Set the multi-year operating direction for Customer Operations Delivery in alignment with corporate priorities and customer service objectives.

Translate strategic priorities into annual operating plans, measurable goals, resourcing plans, and performance outcomes.

Act as a trusted advisor to the VP, Customer Operations on service delivery performance, risks, resource requirements, and operational opportunities.

Lead operational change management and adoption strategies to ensure leaders and employees are equipped to transition effectively.

Service Delivery & Workforce Optimization

Oversee day-to-day service delivery across customer operations channels, ensuring service levels, productivity, quality, and customer satisfaction targets are achieved.

Provide strategic oversight of Workforce Optimization, including forecasting, scheduling, capacity planning, and staffing strategies.

Maintain and evolv

📌 Senior Director, Customer Operations Delivery (Northeastern Ontario)
🏢 Socket.dev
📍 Northeastern Ontario