Customer Operations Leader

Jobtailor; Quebec; On-site; CAD 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking an experienced Operations leader to own end-to-end delivery for strategic customer accounts. You will ensure all products and services are delivered successfully from order through deployment, production, and decommissioning, serving as the primary operational partner for customer leadership.

You will collaborate across Sales, Fulfillment, Supply Chain, SW/HW teams and professional services while driving KPI performance, customer satisfaction, and growth opportunities.

Qualifications

• 5+ years of experience in Operations.
• Proven leadership across multi-location and multi-country operations
• Experience negotiating contracts and managing customer relationships in a multinational environment
• Bachelor’s degree in a technical discipline (engineering or similar); Master’s degree preferred

Responsibilities

• Own and lead end-to-end delivery execution for strategic customer accounts.
• Ensure products and services are delivered successfully from order to decommissioning.
• Act as the primary operational partner for customer leadership.
• Collaborate with Sales, Fulfillment, Supply Chain, and Professional Services teams.
• Build and maintain strong relationships with customer leadership and delivery teams.
• Provide operational leadership and data-driven insights to enable profitable growth.
• Schedule and lead regular customer reviews to assess delivery quality and plan deployments.
• Drive performance across KPI’s, service delivery and overall effectiveness.
• Monitor, analyze and act on key performance metrics and customer feedback.
• Identify issues early and escalate to leadership for resolution.
• Maintain visibility for all services including software and hardware.
• Support Sales with growth opportunities and account intelligence.
• Establish and enforce operational policies and best practices

Skills

Operations Management

Customer Relationship Management

KPI Performance Analysis

Contract Negotiation

Bilingual English/French

Education

Bachelor’s Degree in Technical Discipline

Master’s Degree Preferred

Tools

Data Analysis

Job description

• Own and lead end-to-end delivery execution for strategic customers accounts
• Ensure that all products and services – from order through delivery, deployment, production and decommissioning – are delivered successfully, profitably, and in line with customer expectations
• Act as the primary operational partner for customer leadership
• Collaborate closely with NCRV Sales, Account Teams, Fulfillment, Supply Chain, SW maintenance and development, HW Support, and Professional Services organizations
• Build and maintain strong relationships with customer leadership, NCRV Sales and Delivery Teams, Accounting and Finance, Professional Services, SW Development and Maintenance teams
• Provide operational leadership, technical and industry expertise to enable profitable growth across assigned customer accounts
• Schedule and lead regular customer review meetings to assess delivery quality, address service issues, and plan new product and service deployments
• Drive performance across critical KPI’s, service delivery and overall effectiveness
• Monitor, analyze and act on key performance metrics and customer feedback
• Identify issues early and develop action plans, escalating to senior or executive leadership when required to ensure successful resolution
• Maintain full visibility and accountability for the success of all services, including Software and Hardware related
• Support Sales efforts by identifying growth opportunities, assisting with account intelligence, and engaging NCRV sales resources
• Establish and enforce operational policies, procedures and best practices

Requirements

• 5+ years of experience in Operations, with proven success leading multi-locations and multi country operations
• Strong understanding of Software and Hardware support solutions within the Convenience and Fuel Retailer market in Canada
• Demonstrated leadership capabilities with high accountability, organizational strength, and execution discipline
• Proven ability to gather, analyze, and present data to both internal and external stakeholders
• Experience negotiating contracts and managing customer relationships in a multinational environment
• Bachelor’s degree in a technical discipline (engineering or similar), Master’s degree preferred
• Proven ability to transform customers into long-term strategic partners
• Experience managing responsibility for multiple accounts strongly preferred
• Willingness to travel domestically and internationally
• Fluency in English and French required

Core Competencies

Demonstrates strong operational leadership and expertise in managing multi-location and multi-country operations within the Convenience and Fuel Retailer market. Proven ability to drive performance through effective KPI management, customer relationship building, and strategic partnership development.

Highest-signal resume keywords

• Operations Management
• Customer Relationship Management
• KPI Performance Analysis
• Contract Negotiation
• Bilingual in English and French

ATS Optimization Keywords

Hard Skills

• Data Analysis
• Software Support Solutions
• Hardware Support Solutions
• Operational Policy Development
• Project Management

Soft Skills

• Leadership
• Organizational Strength
• Execution Discipline
• Collaboration
• Communication

Certifications & Qualifications

• Bachelor’s Degree in Technical Discipline
• Master’s Degree Preferred

Industry Keywords

• Convenience Retail
• Fuel Retail
• Multinational Operations
• Customer Feedback
• Service Delivery