We're looking for a Customer Operations Manager to join our Customers team in Montreal. You will lead and drive transformative initiatives across Lightspeed's customer organization. The ideal candidate will have a proven track record in managing cross-functional projects that enhance operational efficiency, improve the customer experience, and drive sustainable business and bottom line growth.

Develop and implement comprehensive customer strategies aligned with organizational objectives. Provide thought leadership and guidance on best practices across all things customer experience. Additional Strategic Administrative Responsibilities Ensure team engagement across the customers leadership team.

Oversight and planning of strategy workshops, customer engagement events, and employee events.

Project Oversight

Lead and manage multiple transformation projects from inception to completion, ensuring alignment with business goals. Utilize project management methodologies to track progress, manage risks, and ensure timely delivery. Collaborate and communicate with senior leadership and cross-functional teams to identify transformation opportunities and secure buy-in.

When delivering strategic initiatives, effectively indirectly manage a team to meet deadlines and project outcomes. Provide feedback to leaders coaching and mentorship opportunities on key methodologies to drive a continued performance culture.

Change

Management ~ Design and implement change management strategies to support organizational transitions and minimize resistance. Establish KPIs and success metrics to evaluate the effectiveness of transformation initiatives. Monitor and report on project outcomes and provide actionable insights for continuous improvement.





Closely manage the budget for the Global Customers organization including ideal compensation structure recommendations, license / software optimization, regional FTE deployment strategies, training, travel, events, and other associated cost line items. Bachelor's Degree: A bachelor's degree in business, technology, or a related field is preferred. ~ Project Management: Familiarity with project management methodologies. ~ Managing Senior Leadership / Executives: A proven track record of effectively managing expectations and results with senior leadership or executives. ~ Strategy Implementation: Experience implementing initiatives that meet departmental or organizational financial and non-financial goals. ~ Experience working within the B2B or SaaS industry is an asset but not a requirement. ~ Support and / or Implementation Experience: Experience working within a support organization or customer implementation is an asset but not a requirement. A flexible work setting that empowers you to do your best work A culture that celebrates performance Flexible paid time off and remote work policies Equity options, because this is your company too Contributions to your pension plan.

Training opportunities to grow your skills and career Time off to volunteer and give back to your community Interest groups, employee led networks, social committees to sponsored sports teams Computer purchase program to get your personal Macbook Enhanced parental leave to support growing families We invest in you with continuous learning opportunities, global mobility and benefits designed to support you-all within a driven, diverse and inclusive team that's passionate about empowering our communities

📌 Customer Operations Manager (Montreal)
🏢 lightspeedhq
📍 Montreal