Senior Director, Customer Operations

Senior enterprise operations role for a growing technology organization with a global customer base. The leader is responsible for shaping a scalable customer-operations model across support, implementation, service delivery, order-related activity and commercial administration. The mandate includes defining operational strategy and standards, improving customer experience, establishing KPIs and dashboards, managing productivity and costs, supporting budgeting and workforce planning, and leading process modernization through automation, AI and systems integration. The role works closely with Sales, Customer Success, Finance, Product, Engineering, Manufacturing, Supply Chain, IT, Legal and executive leadership to improve service reliability, implementation speed, governance and cross-functional execution as the organization grows.

Requires a bachelor’s degree in business, operations, engineering or a related discipline and 12+ years of progressive leadership experience in operations, customer operations, customer service, professional services or a comparable environment. Candidates need experience leading multiple functions and management teams, strong commercial and financial judgment, and a track record in process improvement, transformation or operational scaling. Strong communication, relationship-building and problem-solving skills are essential. Experience in technology, SaaS, industrial technology, telecommunications or safety solutions, as well as CRM/ERP/service systems, automation, AI, Lean or Six Sigma, is considered an asset.

Full-time hybrid role with Calgary preferred, though some flexibility may be considered. The position is part of the client’s senior leadership structure and requires regular cross-functional work across a complex, scaling organization. No salary range was publicly stated.