Senior Director, Customer Operations Type: Full-Time Technology / Connected Solutions 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.

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.

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. 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. Identify operational opportunities that support customer retention and long-term account growth. Partner with commercial and customer-facing teams to resolve operational challenges and improve the overall customer journey.

Service & Safety Operations Provide senior oversight of a global, service-oriented operations function where reliability and responsiveness are critical. Ensure appropriate processes, staffing models, technology and performance standards are in place to support consistent service delivery. Promote operational resilience, quality and scalability as the business expands.

Commercial

Operations & Governance Provide oversight of operational processes associated with customer agreements and commercial administration. Partner with Sales, Finance, Legal and Customer Success to improve workflows, governance and execution. Support complex customer initiatives by ensuring operational requirements are clearly understood and effectively managed.





Sales and Customer Success Business Technology / IT Legal You will be expected to build strong working relationships across the organization and translate operational priorities into practical business outcomes. Customer satisfaction and service performance Cost management and financial performance Implementation timelines and customer time-to-value Service reliability and scalability Contract and administrative efficiency The organization's ability to scale without sacrificing customer experience Bachelor's degree in Business, Operations, Engineering or a related discipline. ~12+ years of progressive leadership experience within operations, customer operations, customer service, qualified services or a related environment. ~ Experience leading through other leaders and developing strong, accountable management teams. ~ Strong commercial and financial understanding, including experience connecting operational decisions to cost and business performance. ~ A track record of leading significant process improvement, transformation or operational scaling initiatives. ~ Strong communication, relationship-building and problem-solving skills. ~ Experience That Would Be An Asset Background in technology, SaaS, industrial technology, telecommunications, safety solutions or another subscription/service-based environment.

Experience with customer support, implementation, service centre or contracts-related operations. Familiarity with CRM, ERP, customer service and business intelligence systems.

Experience with automation, AI, digital transformation or systems integration. Lean, Six Sigma or another continuous improvement methodology or certification. Commercially minded , with a strong understanding of the connection between service, cost and business performance.

Customer focused , while maintaining appropriate operational discipline. Data driven , using metrics to identify issues and measure progress. If you're an experienced operations leader looking for an opportunity to influence a growing organization at an enterprise level, we'd welcome the opportunity to hear from you. #

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