Senior Director, Customer Operations Delivery
On-siteWoodbridge, Ontario, Canada
Job Summary
Set the multi-year operating direction for Customer Operations Delivery and translate strategic priorities into annual plans, measurable goals, and resourcing strategies. Oversee day-to-day service delivery across voice, digital, back office, and workforce optimization channels while maintaining a robust KPI framework to monitor performance and drive accountability. Lead operational change management, build and develop a high-performing leadership bench, and act as a senior lead on labour and employee relations matters including collective agreement administration and grievance management. Develop and manage annual and long-term capital budgets to deliver against financial targets and variance commitments. Prepare executive-level reporting on operational performance and risks, representing the VP on delivery matters to influence cross-functional partners and senior stakeholders.
Required Qualifications
- Bachelor's degree in a related field
- 10+ years of progressive leadership experience
- minimum of 5 years at the Director level or above
- experience in a large contact centre, customer operations, service delivery, or operational leadership environment
- Proven success leading multi-layered leadership teams
- experience managing through complex operational environments, including unionized settings
- Strong experience with workforce optimization
- experience with service level management
- experience with operational performance frameworks
- experience with quality assurance
- experience with continuous improvement
- Strong financial acumen
- experience managing operating budgets
- experience managing resource plans
- experience managing performance commitments
- Proven ability to build credible relationships with senior leaders
- Proven ability to build credible relationships with cross-functional partners
- Proven ability to build credible relationships with union representatives
- Excellent leadership skills
- Excellent coaching skills
- Excellent executive communication skills
- Excellent presentation skills
- Excellent decision-making skills
- Excellent conflict resolution skills
Desired Qualifications
- MBA or advanced degree
- Bilingualism (English/French)
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