Senior Director, Customer Operations Delivery

Job summary

The Senior Director is responsible for leading the strategic direction and operational performance of the Customer Operations delivery model. They oversee service delivery across multiple channels while managing workforce optimization, quality assurance, and cross-functional stakeholder relationships.

Job details

The Senior Director is responsible for leading the strategic direction and operational performance of the Customer Operations delivery model. They oversee service delivery across multiple channels while managing workforce optimization, quality assurance, and cross-functional stakeholder relationships. Candidates must have a bachelor's degree and at least 10 years of progressive leadership experience, with a minimum of 5 years at the Director level. Strong expertise in contact center operations, financial management, and leading teams in unionized environments is required.

What you’ll do

The Senior Director is responsible for leading the strategic direction and operational performance of the Customer Operations delivery model. They oversee service delivery across multiple channels while managing workforce optimization, quality assurance, and cross-functional stakeholder relationships.

Requirements

Candidates must have a bachelor's degree and at least 10 years of progressive leadership experience, with a minimum of 5 years at the Director level. Strong expertise in contact center operations, financial management, and leading teams in unionized environments is required.

Listed skills

• Workforce Optimization · Preferred
• Change Management · Preferred
• Quality assurance · Preferred
• Compliance · Preferred
• Stakeholder Management · Preferred
• Executive Reporting · Preferred
• Conflict Resolution · Preferred
• Coaching · Preferred
• Process Improvement · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Strategic leadership
• Operational management
• Workforce optimization
• Change management
• Service delivery
• Financial acumen
• Budget management
• Performance management
• Quality assurance
• Compliance
• Stakeholder management
• Executive reporting
• Conflict resolution
• Coaching
• Labour relations
• Process improvement

Job areas

• Management & Leadership
• Customer Service & Support
• Finance & Accounting
• Human Resources
• Legal

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