Senior Director, Customer Operations Location: Calgary, Alberta preferred; flexibility may be consideredType: Full-TimeIndustry: Technology / Connected Solutions The Opportunity Our client is a growing technology organization with a global customer base and a strong focus on delivering reliable, high-value solutions to its customers. They are looking for an experienced Senior Director, Customer Operations to join their leadership team and help shape the next stage of operational growth. This is a broad, enterprise-level role for an accomplished operations leader who can connect customer experience, people, processes, technology and financial performance. The successful candidate will bring a practical, commercially minded approach to improving how a complex customer operation functions at scale. You will work across multiple teams and business areas, identify opportunities to improve efficiency and service delivery, and help build an operating model that can support continued growth. This position will suit someone who enjoys both strategic thinking and hands-on operational problem solving and who is comfortable working in a rapid-moving, evolving environment. What You'll Be Responsible For Customer Operations & Service Delivery Provide overall direction for a broad customer operations portfolio spanning customer support, order-related activities, implementation, service operations and commercial administration. Develop and implement operational strategies that support business growth and customer expectations. Establish clear standards, performance measures and accountability across the customer lifecycle.



Identify opportunities to improve the customer experience while increasing consistency and scalability. Monitor service performance and address operational gaps before they become customer issues. Operational & Financial Performance Take ownership of key operational metrics and initiatives that contribute to improved business performance. Identify opportunities to increase productivity, simplify processes and reduce unnecessary operating costs. Work closely with Finance on budgeting, forecasting, workforce planning and business cases. Develop meaningful KPIs, reporting tools and dashboards to support informed decision-making. Evaluate resources, workflows and service models to ensure they remain effective as the organization grows. Transformation & Continuous Improvement Lead initiatives designed to modernize and streamline customer operations. Look for practical applications of automation, AI, technology and systems integration. Standardize processes where appropriate while maintaining flexibility for customer and business requirements. Work with technology and system owners to improve the effectiveness of customer-facing platforms and operational tools. Build a culture where continuous improvement is part of everyday operations. Customer Experience & Implementation Improve the experience customers receive throughout onboarding, implementation, service, fulfillment and ongoing support. Establish processes that improve responsiveness, efficiency and time-to-value. Identify operational opportunities that support customer retention and long-term

📌 Senior Director, Customer Operations (Calgary)
🏢 Forge Performance Group
📍 Calgary