Director, Customer Success and Innovation

OMERS; Toronto; Hybrid; CAD 110,000 - 135,000; Full time

Job summary

Join a leading pension plan as a Director of Customer Success and Innovation, where you will drive business value through strategic alignment and impactful technology solutions. This role requires strong leadership and relationship management skills, focusing on collaboration and innovation within the organization. You will work closely with diverse stakeholders to ensure technology initiatives meet business objectives and enhance customer satisfaction.

Qualifications

• 10+ years of leadership experience in technology, focusing on data and analytics.
• Proven track record of influencing senior stakeholders and driving technology outcomes.

Responsibilities

• Act as a trusted advisor to internal business units, understanding their strategy.
• Lead and mentor a high-performing team of customer success professionals.

Skills

Leadership

Communication

Strategic Thinking

Problem Solving

Education

Bachelor's degree

MBA

Tools

Data Analytics

AI Platforms

Job description

Director, Customer Success and Innovation

Director, Customer Success and Innovation

3 days ago Be among the first 25 applicants

Choose a workplace that empowers your impact.

Join a global workplace where employees thrive. One that embraces diversity of thought, expertise and experience. A place where you can personalize your employee journey to be — and deliver — your best.

We are a purpose-driven, dynamic and sustainable pension plan. An industry leading global investor with teams in Toronto to London, New York, Singapore, Sydney and other major cities across North America and Europe. We embody the values of our 600,000+ members, placing their best interests at the heart of everything we do.

Join us to accelerate your growth & development, prioritize wellness, build connections, and support the communities where we live and work.

Don’t just work anywhere — come build tomorrow together with us.

Know someone at OMERS or Oxford Properties? Great! If you're referred, have them submit your name through Workday first. Then, watch for a unique link in your email to apply.

Reporting to the Vice President of Customer Success and Innovation, the Director is responsible for strengthening the relationship between Data & Technology (D&T) and internal business units. This role is focused on driving business value through strategic alignment, fostering innovation, and delivering impactful technology solutions. The Director acts as a key engagement lead, ensuring that D&T initiatives are effectively orchestrated to meet internal customer needs and deliver measurable outcomes.

We are seeking an individual who excels at building trust-based relationships and influencing technology outcomes across diverse stakeholder groups. The Director must demonstrate strong interpersonal and communication skills, the ability to align technology with business objectives, and a proven track record of delivering results through collaboration. Frequently presented with ambiguous situations, the Director should have an innovation mindset—someone who is adept at identifying forward-looking opportunities and navigating complex challenges.

We believe that time together in the office is important for OMERS and Oxford, the strength of our employees, and the work we do for our pension members. Our hybrid work guideline requires teams to come to the office a minimum of 4 days per week.

Key Responsibilities

Strategic Partnership & Customer Success

• Act as a trusted advisor to internal business units, understanding their strategy, priorities, and challenges.
• Collaborate with technology and business teams to co-develop and execute customer-centric technology roadmaps.
• Advocate for the adoption of D&T programs and ensure the programs are in alignment with customer goals.
• Anticipate the technology implications of business strategies and advise and influence technology teams team accordingly.
• Establish a scalable engagement model that delivers value to our stakeholders and enhances the relationship between D&T and internal customers.
• Work with technology and customers to develop shared oversight of technology delivery, value and risks.
• Serve as an engagement lead on strategic initiatives, orchestrating collaboration across D&T to deliver business value.
  
  

Leadership

• Lead and mentor a high-performing team of customer success and innovation professionals.
• Foster a culture of collaboration, innovation, and continuous improvement across D&T.
• Demonstrate leadership through transparency, and championing communication, collaboration across teams in line with our organizational culture, and values.
• Provide strategic direction, coaching, and professional development to team members.
• Demonstrate thought leadership by consistently contributing innovative ideas and insights that drive the business unit strategic direction
  
  

Collaboration

• Build and nurture strong relationships with the Data and Technology Leadership Team (DTLT) and technology stakeholders across the organization.
• Support leadership in developing technology operating/interaction models and strategies.
• Act as an intake point for new initiatives and escalations.
• Build and orchestrate technology teams with members across the organization to deliver cohesive technology solutions.
• Share learnings with D&T to drive continuous improvement and operational effectiveness.
  
  

Technology & Innovation

• Develop a strong understanding of technology capabilities in the organization and outside; advise customers and technology leaders on leveraging them for initiatives.
• Identify and drive innovation initiatives that enable growth, efficiency, and improved decision-making in the organization.
• Assess the business impact of emerging technologies, especially in data and analytics.
  
  

Qualifications

• Bachelor's degree in a relevant field; advanced degree (MBA, Technology, Investment degree) preferred.
• 10+ years of leadership experience in technology, with a focus on data and analytics.
• Strong preference for experience supporting or working within investment teams (capital markets or private markets).
• Demonstrated success in technology business partnering or similar strategic roles.
• Strong understanding of data, analytics, AI platforms, and emerging technologies.
• Proven track record of influencing senior stakeholders and driving business-aligned technology outcomes.
• Exceptional leadership, communication, and relationship management skills.
• Ability to navigate complex issues with sound judgment and resilience.
• Exceptional strategic thinking and problem-solving skills.
• Strong leadership skills and ability to manage a team effectively through change
  
  

As one of Canada’s largest defined benefit pension plans, our people-first culture is at its best when our workforce reflects the communities where we live and work — and the members we proudly serve.

From hire to retire, we are an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process that extends all the way through your employee experience. This sense of belonging and connection is cultivated up, down and across our global organization thanks to our vast network of Employee Resource Groups with executive leader sponsorship, our Purpose@Work committee and employee recognition programs.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

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