Director, Customer Success and Operations Improvement

Why you’ll love Softchoice:

We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people.

We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities. 
 

Summary:

The Director, Customer Success & Operations Improvement owns the AI‑first operations improvement strategy and delivery across the customer journey. This role is accountable for improving operational quality, SLA performance, turnaround time, and team capacity by reimagining processes through intelligent automation and disciplined governance. Reporting to the SVP, Strategy Operations & CX, the Director is a player‑coach, leading a multidisciplinary team and stepping in directly on high‑impact, high‑ambiguity workstreams. They influence senior stakeholders across Customer Success, Operations, Technology, and Automation to prioritize outcomes, manage risk, and embed sustainable change into day‑to‑day operations. The Director also supports the SVP by driving organization‑wide enablement, team engagement, and executing on SVP-sponsored priorities.

The impact you’ll have:

In this role, you will:

• Strengthen the AI-first improvement model that shifts teams from manual, reactive processes to scalable, data and automation driven ways of working
• Represent the function on foundational AI, automation, and integration initiatives, ensuring operational needs shape solution design

• Lead cross‑functional governance and decision‑making on automation/AI priorities, including trade-offs, risk, and sequencing
• Player‑coach: lead through others, and directly drive critical workstreams when timelines, risk, or complexity demand
• Build team capability and embed continuous improvement discipline across customer-impacting workflows
• Evolve SLA governance and performance management across key customer‑impacting processes to improve clarity, consistency, and outcomes
• Support the SVP by running organization‑wide enablement and engagement execution, including recognition programs and SVP‑sponsored priorities

What you will do:

AI-First Continuous Improvement, Automation & Enablement

• Partner with Customer Success and Operations leaders to identify, prioritize, and design process improvements using an AI‑first mindset, assessing where AI, automation, or decision support can eliminate manual effort or reduce complexity, improving team scalability and operational outcomes
• Translate operational problems into clear automation and AI use cases, informed by volume, variability, risk, and impact
• Establish and operationalize standards for AI/automation delivery and lifecycle management, including documentation, monitoring, exception handling, controls, training, and performance measurement, to ensure solutions are adopted, governable, and sustained in day‑to‑day operations.
• Partner with automation and technology teams to ensure solutions are practical, scalable, and well governed

• Balance innovation with operational stability, ensuring AI‑enabled changes are introduced with appropriate risk management and change discipline

Operational Performance, Quality & SLA Governance

• Own the Operational Quality & Improvement program end-to-end, including KPI definition, performance dashboards, review cadences, and accountability mechanisms across customer-impacting operations
• Lead day-to-day SLA governance across key processes—maintaining clear definitions and metrics, and ensuring consistent application across teams
• Track and communicate realized benefits and performance outcomes (quality, SLA attainment, cycle time, productivity), ensuring visibility to leaders and stakeholders
• Partner with Customer Success and Operations leaders to address persistent performance gaps through targeted interventions (process redesign, enablement, automation, or decision support)

Stakeholder & Change Leadership

• Lead cross‑functional initiatives, ensuring clarity of roles, timelines, and success measures
• Communicate progress, risks, and outcomes clearly to leadership and stakeholders
• Drive change management and adoption efforts to ensure AI‑enabled improvements are trusted, understood, and sustained
• Prepare presentations and updates for senior leadership as required

People Leadership

• Lead, coach, and develop a high‑performing multidisciplinary team
• Set clear objectives, priorities, and expectations aligned to the mandate
• Foster a culture of accountability, experimentation, and continuous improvement, with responsible use of AI

Organization Enablement & Effectiveness

• Establish and run the operating cadence for organization-wide enablement and engagement initiatives (planning, milestones, reporting, and follow through) to ensure consistent execution
• Execute recognition programs and engagement actions, partnering with leaders to drive adoption
• Manage SVP-sponsored initiatives and delegated programs end-to-end

What you bring to the table:

Experience & Capability

• 10-12 years of experience in operations, customer success, or enterprise process improvement roles
• Proven experience leading process improvement and automation initiatives, ideally within complex, multi‑stakeholder environments
• Demonstrated experience leveraging AI, automation, or advanced analytics to improve operational outcomes (e.g., workflow automation, decision support, intelligent routing, quality monitoring)
• Strong understanding of AI‑enabled process design, including where AI adds value and where traditional integration or redesign is more appropriate
• Experience working with operational governance models (e.g., SLA, quality, performance frameworks)

Skills & Ways of Working

• Strong grounding in process improvement and change management methodologies (e.g., Lean, Six Sigma, ADKAR)
• Analytical and systems‑thinking mindset; comfortable using data to assess feasibility, risk, and impact
• Ability to influence and build credibility with senior leaders across operations, technology, and customer‑facing teams
• Clear, concise communicator able to translate complexity into actionable insights and decisions
• Demonstrated people leadership experience, including coaching, prioritization, and performance management
• Proficiency with Microsoft tools (Excel, PowerPoint, Word, Visio) and strong comfort working alongside automation platforms, AI tools, and workflow technologies

Compensation:

A reasonable estimate of the current base pay range for this position in Ontario is $ 146,400 to 183,000 annually + 20% Target Incentives.

Actual salary will be based on a variety of factors, including location, experience, skill set, education, and related certification. The range for this position in other geographic locations may differ.

Softchoice offers a comprehensive and competitive benefit plan to all full-time employees, which includes:

• Health and Wellbeing: Medical and Dental Care, Employee & Family Assistance Program
• Financial Benefits: RRSP/DPSP Retirement Savings Plan with Company Matching, Life and Disability Insurance
• Paid Time Off: Vacation and Sick Leave, Holidays, Parental Leave, Volunteer Days, Bereavement Leave
• Additional Perks: Employee Discount Program

Not sure if you qualify? Think about applying anyway:

We understand that not everyone brings 100% of the skills and experience for the role.

At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds.  Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.

Why You’ll Love Working Here:

• The People: You’ll thrive in our collaborative environment, surrounded by incredible colleagues who foster support and innovation, driving our collective success
• High-Performing Culture: At Softchoice, we are dedicated to achieving our goals and committed to success for our customers and each other
• Flexibility: Plan your workdays in a way that suits you best
• Award-Winning Workplace: Proudly recognized as a Great Place to Work for 20 consecutive years
• Inclusive Culture: We are committed to an inclusive culture where every team member can be their authentic self
• Competitive Benefits: Benefit from competitive perks that start on day one

Inclusion & Equal opportunity employment:

We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

Require accommodation? We are ready to help:

We are proud to provide interview & employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to asktalentacquisition@softchoice.com. We are committed to working with you to best meet your needs.

Our commitment to your experience:

We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will be doing the same.

Before you start with us, we will conduct a criminal record check, verify your education, and check your references.

When you join Softchoice, we will onboard you remotely. Don't worry. It's quick, simple and you'll be connected with your new team in no time.

Job Requisition ID: 7402 

EoE/M/F/Vet/Disability  

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