Director, Customer Success and Operations Improvement

• 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

• 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

• 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)

• 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

• 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

• 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

• 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)

• 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

• 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

• 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

Softchoice