Phorest powers over 11,000 hair, beauty, and medi-spa businesses using our software across the globe. Our aim is to capture 25% of the market globally — that’s one million businesses and a billion-dollar company. Phorest powers over 11,000 hair, beauty, and medi-spa businesses using our software across the globe.

Our aim is to capture 25% of the market globally — that’s one million businesses and a billion-dollar company. You’ll join a group of highly motivated individuals working together to help Phorest grow even faster. As our Director, Customer Operations, North America, you’ll play a critical leadership role in shaping how we deliver an exceptional customer experience for our salons and medspas across the region.

Reporting to the General Manager, North America, you’ll lead our Onboarding, Support, and Pay Operations functions, ensuring customers receive a consistent, high-quality experience from implementation through to ongoing support. You’ll translate our North America growth ambitions into clear operational plans, build scalable ways of working, strengthen leadership capability across the teams, and use data and insight to continuously improve how we operate. You’ll work closely with Customer Success, Sales, Product, Finance, People and Global Operations, connecting the dots across the customer journey and ensuring our post-sales organisation can scale effectively as Phorest continues to grow.

Lead North

America operations, with overall responsibility for the performance of our Onboarding, Support, and Pay Operations functions. Translate regional business goals into explicit operational priorities, KPIs, plans and team objectives. Partner closely with the General Manager and North America leadership team to identify opportunities, risks and areas where we can improve performance.

Ensure

Onboarding,



Support, and Pay Operations are aligned with our regional growth, retention, customer experience and efficiency goals. Build scalable operating models that enable us to grow customer volumes while maintaining service quality and a strong employee experience. Own operational performance across Support, including response and resolution times, customer satisfaction, quality, productivity and overall service delivery.

Lead the performance of Onboarding, improving areas such as time to onboard, customer readiness, implementation quality, capacity and customer satisfaction. Use customer feedback and operational data to identify trends, root causes and opportunities to improve the customer journey. Lead, coach and develop Onboarding, Support, and Pay Operations managers, creating clear expectations and building strong leadership capability and accountability across the region.

Establish effective operating rhythms, dashboards and performance reviews, giving regional leadership clear visibility of performance and priorities. Lead workforce and capacity planning in partnership with Finance and People, ensuring teams are structured and resourced effectively. Partner closely with Customer Success, Sales, Product, Education and Global Operations to strengthen handoffs and deliver a joined-up customer experience.

Identify and lead continuous improvement initiatives across processes, workflows, documentation and tooling. Explore how automation,



AI and data insights can improve productivity and scalability while protecting both the customer and employee experience. Build a culture of continuous improvement where teams are empowered to identify and implement better ways of working. 8+ years’ experience across operations, customer operations, support, onboarding, implementation, customer success operations or a related post-sales leadership environment. ~ Experience within SaaS, technology or another fast-paced, customer-led environment is strongly preferred. ~ Experience establishing and managing operational KPIs, performance reporting, capacity planning and continuous improvement programmes. ~ Strong commercial acumen and an understanding of how operational performance connects to growth, retention, cost, productivity and customer value. ~ The ability to use data and insight to identify trends, diagnose problems and turn them into clear actions and recommendations. ~ Experience improving processes and building scalable operating models as an organisation grows. ~ Excellent communication and stakeholder management skills, including the confidence to influence and constructively challenge senior leaders. ~ Phorest currently offers a range of fully employer-paid benefits including Medical, Dental, Life, AD&D;, Short Term Disability, an EAP, and wellness perks.

We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning. We like to have fun, build camaraderie through regular social events. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #

📌 Director, Online Business Operations (remote) (Montreal)
🏢 Phorest Software
📍 Montreal