We are seeking an experienced and strategic customer operations leader to oversee and transform customer-facing operations across North America. In this senior leadership role, you will lead the Onboarding, Customer Support, and Payments Operations functions, ensuring exceptional experiences throughout the entire customer journey. You will translate business growth objectives into scalable operational strategies, strengthen team performance, and drive continuous improvement across multiple departments. Using data, technology, automation, and AI-driven insights, you will optimize processes while maintaining high standards of customer satisfaction and employee engagement. Working closely with regional and global leadership teams, you will play a key role in improving operational efficiency, customer retention, and business performance. This fully remote opportunity offers the chance to shape a growing international SaaS organization and build high-performing teams in a collaborative environment.
- Lead Customer Operations: Oversee North American operations across Onboarding, Customer Support, and Payments Operations, ensuring consistent performance and high-quality service delivery.
- Develop Operational Strategies: Translate regional business objectives into clear operational plans, priorities, KPIs, and measurable team goals aligned with growth, customer retention, and efficiency targets.
- Drive Performance Management: Own operational performance across customer support, including response times, resolution rates, customer satisfaction, service quality, productivity, and overall effectiveness.
- Optimize Customer Onboarding: Improve implementation processes, onboarding timelines, customer readiness, operational capacity, and customer satisfaction.
- Build Scalable Operating Models: Design and implement processes, structures, and workflows that support increasing customer volumes without compromising service quality or employee experience.
- Use Data to Drive Decisions: Analyze customer feedback, operational dashboards, and performance indicators to identify trends, understand root causes, and implement targeted improvements.
- Develop Leadership Capabilities: Lead, coach, and mentor Onboarding, Support, and Payments Operations managers, establishing clear expectations, accountability, and strong management practices.
- Establish Performance Frameworks: Implement effective operating rhythms, reporting dashboards, and regular performance reviews to provide leadership with visibility into results, challenges, and priorities.
- Manage Workforce and Capacity Planning: Partner with Finance and People teams to forecast operational needs, allocate resources, and ensure teams are appropriately structured and staffed.
- Strengthen Cross-Functional Collaboration: Work closely with Customer Success, Sales, Product, Education, Finance, People, and Global Operations to improve internal coordination and deliver a seamless customer experience.
- Champion Continuous Improvement: Identify and lead initiatives to optimize workflows, processes, documentation, systems, and operational tools.
- Leverage Technology and Automation: Explore opportunities to integrate automation, artificial intelligence, and data-driven solutions to improve productivity, scalability, and service quality.
- Lead Organizational Change: Guide teams through operational transformation, ensuring changes are clearly communicated, effectively implemented, and supported by measurable outcomes.
- Foster a Culture of Excellence: Encourage ownership, collaboration, innovation, and continuous improvement, empowering employees to identify and implement better ways of working.
Requirements:
- Professional Experience: At least 8 years of experience in operations, customer operations, customer support, onboarding, implementation, customer success operations, or a related post-sales leadership function.
- Industry Background: Previous experience in SaaS, technology, or another fast-paced, customer-focused business environment is strongly preferred.
- Leadership Experience: Proven ability to lead managers, develop high-performing teams, and scale operational functions within a growing organization.
- Operational Performance Management: Demonstrated experience establishing and managing KPIs, performance reporting frameworks, workforce planning, and continuous improvement initiatives.
- Strategic and Commercial Acumen: Strong understanding of how operational performance influences business growth, customer retention, cost management, productivity, and overall customer value.
- Data-Driven Decision-Making: Ability to interpret operational data, identify performance trends, diagnose underlying issues, and translate insights into practical recommendations and measurable actions.
- Process Optimization: Experience designing and improving operational processes, workflows, and scalable operating models to support organizational growth.
- Change Management: Strong change leadership capabilities, with the ability to guide teams through transformation while maintaining transparency, empathy, and engagement.
- Communication and Stakeholder Management: Excellent interpersonal and communication skills, including the ability to influence senior stakeholders, manage competing priorities, and challenge decisions constructively.
- Cross-Functional Collaboration: Ability to build strong relationships and work effectively with regional and global teams across multiple business functions.
- Leadership Mindset: A proactive, collaborative, and results-oriented approach, with strong organizational skills, sound judgment, and a commitment to delivering exceptional customer experiences.
- Adaptability: Comfortable operating in a dynamic, high-growth environment while balancing strategic planning with hands-on operational execution.
Benefits:
- Fully Remote Work: Flexible remote working arrangements, allowing you to work from eligible locations in Canada.
- Comprehensive Healthcare Coverage: Employer-paid medical, dental, and life insurance benefits.
- Additional Insurance Protection: Employer-paid accidental death and dismemberment (AD&D) and short-term disability coverage.
- Employee Assistance Program: Access to an EAP offering resources and support for personal and professional well-being.
- Wellness Perks: Additional benefits and initiatives designed to support employee health and overall wellness.
- Retirement Savings: Access to an optional 401(k) retirement savings plan and additional financial planning options, subject to eligibility and applicable plan terms.
- Flexible Insurance Options: Opportunity to select upgraded insurance coverage and additional benefits.
- Professional Development: Access to an in-house Learning and Development and Business Coaching function, alongside online learning resources, including LinkedIn Learning.
- Career Growth: Opportunities to strengthen leadership capabilities, develop professionally, and contribute to a growing international organization.
- Team Engagement: Regular social events and activities designed to encourage connection, collaboration, and team camaraderie.
- Employee Resource Groups: Opportunities to join, participate in, or lead employee communities, clubs, and interest groups.
- Inclusive Workplace Culture: A collaborative and supportive environment that values diversity, employee well-being, and equal opportunities.
