Customer Operations Manager

lightspeedhq; Montreal (administrative region); On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible paid time off

Equity options

Pension plan

Training opportunities

Health and wellness credit

Remote work policy

Job summary

Lightspeed seeks a Customer Operations Manager to lead strategic initiatives within the Customers team in Montreal. You will drive transformation projects, align efforts with business goals, and influence senior leaders to improve customer experience while boosting efficiency and growth.

The role emphasizes change management, KPI-driven delivery, and collaboration across functions to execute strategic priorities and optimize the customer journey.

Qualifications

• 5+ years of experience delivering strategy work.
• Bachelor's degree in business, technology, or related field preferred.
• Familiarity with project management methodologies.
• Proven experience managing expectations with senior leadership or executives.
• Experience implementing initiatives that meet financial and non-financial goals.
• Experience in B2B and/or SaaS is an asset.
• Experience in support or implementation is an asset.

Responsibilities

• Develop and implement comprehensive customer strategies aligned with organizational objectives.
• Provide guidance on best practices across customer experience.
• Oversee strategy workshops, customer engagement events, and employee events.
• Lead and manage transformation projects from inception to completion with risk tracking and timely delivery.
• Collaborate with senior leadership and cross-functional teams to identify opportunities and secure buy-in.
• Design change management strategies to support organizational transitions.
• Establish KPIs to evaluate transformation initiatives and report outcomes.

Skills

Strategic leadership

Project management

Stakeholder management

Change management

Strategy implementation

B2B SaaS experience

Executive communication

Education

Bachelor's degree

Job description

Hi there! Thanks for stopping by. Are you actively looking for a new opportunity? Or just checking the market? Well... you might just be in the right place! We're looking for a Customer Operations Manager to join our Customers team in Montreal. You will lead and drive transformative initiatives across Lightspeed's customer organization. This role requires a strategic thinker with strong leadership skills, capable of influencing stakeholders at all levels and delivering impactful change. The ideal candidate will have a proven track record in managing cross-functional projects that enhance operational efficiency, improve the customer experience, and drive sustainable business and bottom line growth.

What you'll be doing:

Strategic Leadership

• Develop and implement comprehensive customer strategies aligned with organizational objectives.
• Provide thought leadership and guidance on best practices across all things customer experience.

Additional Strategic Administrative Responsibilities

• Ensure team engagement across the customers leadership team.
• Oversight and planning of strategy workshops, customer engagement events, and employee events.

Project Oversight

• Lead and manage multiple transformation projects from inception to completion, ensuring alignment with business goals.
• Utilize project management methodologies to track progress, manage risks, and ensure timely delivery.

Stakeholder Engagement

• Collaborate and communicate with senior leadership and cross-functional teams to identify transformation opportunities and secure buy-in.
• When delivering strategic initiatives, effectively indirectly manage a team to meet deadlines and project outcomes.
• Provide feedback to leaders coaching and mentorship opportunities on key methodologies to drive a continued performance culture.

Change Management

• Design and implement change management strategies to support organizational transitions and minimize resistance.

Success Measurements

• Establish KPIs and success metrics to evaluate the effectiveness of transformation initiatives.
• Monitor and report on project outcomes and provide actionable insights for continuous improvement.

Financial Tracking & Budgeting

• Closely manage the budget for the Global Customers organization including ideal compensation structure recommendations, license / software optimization, regional FTE deployment strategies, training, travel, events, and other associated cost line items.

What you need to bring:

• 5+ years of experience: A proven track record of delivering strategy work.
• Bachelor's Degree: A bachelor's degree in business, technology, or a related field is preferred.
• Project Management: Familiarity with project management methodologies.
• Managing Senior Leadership / Executives: A proven track record of effectively managing expectations and results with senior leadership or executives.
• Strategy Implementation: Experience implementing initiatives that meet departmental or organizational financial and non-financial goals.
• B2B and / or SaaS Experience: Experience working within the B2B or SaaS industry is an asset but not a requirement.
• Support and / or Implementation Experience: Experience working within a support organization or customer implementation is an asset but not a requirement.

Be a changemaker

You’ll enjoy:

• A flexible work environment that empowers you to do your best work
• A culture that celebrates performance
• The chance to make an impact in a team that's big enough for career growth, but lean enough to make your voice heard
• Career-defining opportunities
• Plus benefits designed to keep you happy, healthy and fulfilled.
• Flexible paid time off and remote work policies
• Equity options, because this is your company too
• Contributions to your pension plan. Your future matters
• Training opportunities to grow your skills and career
• Health and wellness credit so you feel your best
• Time off to volunteer and give back to your community
• Interest groups, employee led networks, social committees to sponsored sports teams
• Computer purchase program to get your personal Macbook
• Enhanced parental leave to support growing families
• Etc...

Fuel your growth. Find your people. At Lightspeed, your growth is our priority. We invest in you with continuous learning opportunities, global mobility and benefits designed to support you-all within a driven, diverse and inclusive team that's passionate about empowering our communities

Lightspeed is a proud equal opportunity employer and we are co