The RSP Operations Director supports strategy development for Identity Digital's premium RSP customers. This role serves as a senior operational and strategic point of contact for Account Managers and premium customers, driving alignment between client needs and Identity Digital's organizational goals. This role will also serve as a point of contact to guide our Technical Support team in business-related escalations, and deliver white-glove service to the client.This role reports to the VP, RSP Operations.This is a hybrid position from our Toronto office.What You'll DoOwn collaboration between cross-functional teams to resolve issues promptly while preserving business and organizational reputationAct as primary point of contact for day-to-day operations for account managers and acts as an escalation point of contact for customers.Lead development, writing, and maintaining process documents, guides, and other documentation maintained by the account management teamAnalyze account activity using dashboards and data to recommend strategies for growth and improvement (e.G., DUMs, revenue)Prepare reports on RSP business and trends for review during management meetings, identifying and addressing key issues as neededRecommend potential opportunities for the RSP unit, driving incremental bookings and long-term growthDevelop presentations, writing, and storytelling with data to align with customer expectationsDevelop strategies in collaboration with VP, RSP Operations, for team members to collaborate with customers, advance their business needs, and foster Identity Digital's involvement in long-range strategic planningBuild strong, professional relationships with clients, demonstrating leadership and subject matter expertise to earn their trustPartner with Account managers to develop strategies to ensure alignment with customer expectations while maintaining business outcomes that positively meet Identity Digital's organizational goals.Review monthly bookings variance files and track trends,



recommending actions to address significant variancesTrack the success of project launches using quantitative and qualitative data, flagging issues and identifying trends as neededSupport, mentor, and guide Account ManagersSynthesize RSP business data, market trends, and client insights to inform forward‐looking recommend; bring clarity and urgency to key priorities in collaboration with the VP, RSP OperationsProvide mentorship and guidance to Account Managers and Associate Account Managers during escalations and strategic planningActively models and promotes Identity Digital's core values through day‐to‐day interactions, behaviors, and decision‐makingOther duties as assignedWho You Are / What You Bring10+ years of progressive experience in a senior role in technical account management businesses or equivalent experience managing high profile clientsExperience providing mentorship, training, and/or leading technical teamsBachelor's degree in Engineering, Technology or a relevant field or equivalent experienceExperience with preparing professional presentations for review by leadership teamsExperience with JIRA, Salesforce, SQL, preferredExperience in the internet infrastructure space preferredDemonstrated ability to communicate complex information with clarity and purpose across diverse audiences including senior leadership, clients, and cross‐functional partners with strong skills in shaping narratives that build alignment and drive decisionsExperience driving projects that will help maintain improve customer satisfaction, reduce operational costs,



increase revenueDemonstrated experience balancing and delivering on multiple simultaneous projects successfullyAbility to travel as neededAbility to work across time zones as part of a global organization as neededReliable transportation to the workplacePhysical RequirementsProlonged periods of sitting at a desk and working on a computerMust be able to lift up to 15 pounds at timesSalary RangeThe base salary range for this full‐time position is CAD $123,000 - $163,000 (flexibility based on experience) plus extra benefits. In addition, the successful candidate will be eligible to receive other compensation from time to time in the form of discretionary and/or nondiscretionary bonuses and long‐term incentive plan. Actual compensation will be influenced by a candidate's qualifications, internal employee equity considerations, and location. We will not ask for information about a candidate's current or past compensation for purposes of developing an offer of employment.Note: Benefits programs are subject to eligibility requirements and may vary in certain locations.A few things to know about usIdentity Digital is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, veteran status, marital status, sexual orientation, gender identity, disability or any other category prohibited by local, state or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, social and recreational activities, and termination.Sponsorship StatementPlease note that work sponsorship for this position may not be available now or in the future. While we strive to support our candidates, not all roles will qualify. Eligibility will be reviewed on a case‐by‐case basis.Accommodation StatementWe are committed to the full inclusion of all qualified individuals. As part of this commitment, Identity Digital will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, please contact our Recruiting Team at [email protected]. #J-18808-Ljbffr

📌 Rsp Operations Director (Toronto)
🏢 Identity Digital
📍 Toronto