Directeur des Opérations Client / Director of Customer Operations

LANDR; Montreal; On-site; CAD 70,000 - 110,000; Full time

Job summary

This innovative firm is seeking a highly motivated Director of Customer Operations to lead their distribution team. In this role, you will optimize productivity and implement data-driven strategies to enhance support for musicians distributing their music. Your leadership will foster a high-performance culture while ensuring alignment with departmental goals. You will also leverage technology to streamline workflows and enhance customer satisfaction. Join a passionate team dedicated to revolutionizing the music industry and creating delightful experiences for over 6 million music creators.

Benefits

Health insurance coverage

Annual public transit allowance

Frequent office and social events

Free access to LANDR products

Your birthday is a free day

Open office space in Downtown

Partnerships with local music events

LANDR Band

Qualifications

• Proven experience leading teams in digital operations, preferably in music distribution.
• Results-oriented with a commitment to operational excellence and continuous improvement.

Responsibilities

• Lead and supervise the Customer Operations team to ensure high-quality support.
• Oversee recruitment and development of customer support teams to meet operational goals.

Skills

Team Management

Data Analysis

Customer Support

Process Optimization

Communication

Education

Bachelor's Degree

Tools

Google Suite

Zendesk

Digital Content Management Systems

Job description

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LANDR is a fast-growing audio company made up of left-brained creative technologists, right-brained music professionals and everyone in between. Together, we are revolutionizing the process for music makers to help them create, master, distribute and promote their music.

We love music. We love musicians. Our mission is to give music makers the freedom to create and be heard. We bring our love of music to the office every day and we are continuously innovating to create experiences that delight and engage our audience of over 6 million music creators. We love best practices but we aren’t afraid to break them.

We are looking for a highly motivated Director of Customer Operations to oversee our distribution team, ensuring smooth, efficient, and high-quality support for musicians distributing their music through LANDR. In this role, you will manage the team of support agents, optimize productivity and performance, and implement data-driven strategies to achieve company goals. Reporting to the CFO, you will also be responsible for tracking and analyzing key performance indicators, refining workflows, and maintaining high support standards, helping LANDR reach new heights in digital music distribution.

Your core responsibilities

• Lead and supervise the Customer Operations Manager, ensuring alignment with departmental goals and fostering a high-performance culture within the customer support and distribution teams.
• Oversee the Customer Operations strategy to ensure Landr provides musicians with a best-in-class service.
• Oversee recruitment needs, development, and nurturing of customer support teams, ensuring they meet operational goals and are equipped with the necessary tools and knowledge.
• Provide guidance to enhance team skills and ensure continuous learning, keeping them updated on industry best practices.

Process Optimization & Continuous Improvement

• Identify and implement process improvements to enhance productivity, reduce response and resolution times, and increase customer satisfaction by optimizing tools, workflows, and performance management systems.
• Leverage automation and technology to streamline workflows, minimize manual intervention, and ensure scalability in customer support and distribution processes, while maintaining best-in-class service standards for artists
• Collaborate closely with the Product team to identify opportunities for product and service improvements based on customer feedback and operational data.

Performance Monitoring & Cost Management

• Create and maintain incentive systems to motivate and retain top performers.
• Monitor key performance indicators (KPIs) to measure team performance and customer satisfaction, operational success and identify areas for improvement.
• Analyze data to spot trends, bottlenecks, and opportunities, using insights to drive process optimization and ensure timely resolution of issues.
• Quantify and continuously improve cost-per-ticket, optimizing operational efficiency while maintaining high service standards.

Stakeholder Communication

• Serve as a liaison between internal teams (Product, Engineering, Finance) and customer operations to ensure seamless collaboration and issue resolution.
• Maintain proactive communication with all stakeholders, including the CEO, by providing updates on distribution operations and key performance insights

Vendor and partner management

• Collaborate with the Product team to manage relationships with third-party vendors, ensuring they meet LANDR’s performance standards.
• Support the onboarding process for new Digital Service Providers (DSPs) and assist in troubleshooting issues to ensure consistent, efficient service delivery.
• Build and maintain strong relationships with DSPs, while developing strategies to enhance collaboration and strengthen the company's reputation as a trusted partner

Who you are

• Proven experience leading teams in digital operations, preferably within the music or digital content distribution space.
• A skilled team manager who can drive high-performance productivity levels while fostering a positive, collaborative team culture.
• Results-oriented, with a commitment to operational excellence and continuous improvement.
• An effective communicator with a talent for conveying information clearly, ensuring stakeholders can collaborate seamlessly and make informed decisions.
• A proactive problem solver who can prioritize effectively and stay organized in a fast-paced environment.
• Knowledgeable in digital distribution, with an understanding of the unique challenges of music distribution processes.

Qualifications

• Proficiency in tools like Google Suite and Zendesk.
• Familiarity with digital content management systems (CMS) and related distribution platforms.
• Strong data analysis skills, strong understanding of digital music distribution, with knowledge of audio formats, copyrights and industry standards.
• Prior experience in music distribution, digital rights management or content operations is an asset

Here are a few perks that we enjoy at LANDR:

• Competitive compensation, based on your role, experience and expertise
• Health insurance coverage, with access to a doctor via Maple and to an Employee Assistance Program (via Homewood)
• Frequent office and social events (Catering on Monday, Bagel Tuesdays, 5@7, etc.)
• Your birthday is a free day
• Annual public transit (Montreal employees) & sport activity allowance
• Free access to the LANDR products
• Open office space in Downtown close to Square-Victoria Metro Station
• LANDR Band
• Partnerships with local music events & festivals (MUTEK, Pop Montreal, Igloofest…)

At LANDR, we don’t just accept diversity, we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. LANDR is striving every day to create a more diverse workplace, and we strongly encourage applications from people of color, women, LGBTQ people, people of any religion, age, or belonging to any marginalized community.

We accept people as they are and firmly believe diversity is essential to our success! If you’re applying to LANDR, it’s because you want to contribute to our amazing company and culture, and we’re thankful for that!

We work hard to create the best experience for our employees and we’d love for you to be a part of it!

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Strategy/Planning and Management

• Industries

  Technology, Information and Media and Musicians

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