Director of CX Operations

Cision; Ontario; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading communications technology firm in Ontario is seeking a Director of CX Operations to optimize customer experience initiatives. The ideal candidate will have a Bachelor's degree and 3-5 years in CX operations, with excellent communication and analytical skills. This role requires strong leadership to enhance operational management and drive strategic projects. Join us to empower impactful customer outcomes in a collaborative environment.

Benefits

Inclusive work environment

Potential for international travel

Qualifications

• 3-5 years in CX operations, project management or strategic operations roles.
• 2+ years in a people management capacity.
• Proven track record in SaaS organizations preferred.

Responsibilities

• Define and execute CX Operations roadmaps aligned with leadership strategy.
• Lead day-to-day operations ensuring high-impact deliverables.
• Oversee the CX tech stack ensuring streamlined operations.

Skills

Advanced communication

Strong stakeholder management

Analytical skills

Decision-making capabilities

Education

Bachelor's degree or equivalent experience

Tools

JIRA

Salesforce

Job description

Join to apply for the Director of CX Operations role at Cision

Join to apply for the Director of CX Operations role at Cision

Get AI-powered advice on this job and more exclusive features.

At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate.

Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we’ll create the conversations of tomorrow.

Empower your impact at Cision. Be seen, be understood, be you.

The Director of CX Operations plays a pivotal role in optimizing and scaling Customer Experience (CX) initiatives through strategic planning, process improvement, data governance, and technology enablement. This leader will collaborate cross-functionally to ensure the CX organization has the structure, tools, and insights needed to deliver exceptional customer outcomes. The role will support global operations.

Key Responsibilities

• Strategic Planning & Roadmapping (10%) : Define and execute quarterly and annual CX Operations roadmaps aligned with the broader CX leadership strategy.
• Operational Execution & Agile Management (10%) : Lead day-to-day operations to ensure high-impact deliverables are prioritized, executed, and adapted to changing organizational needs
• Process & Technology Enablement (10%) : Oversee the CX tech stack and ensure tools and systems effectively support streamlined operations and improved customer satisfaction.
• Stakeholder Engagement (10%) : Build and maintain strategic relationships with internal and external partners to uphold the requirements of the CX organization.
• Cross-Functional Strategic Support (25%) : Serve as a key stakeholder in company-wide initiatives (e.g., new product releases), ensuring CX readiness and coordination.
• Team Leadership & Development (20%) : Coach and manage a team of operations analysts and trainers to ensure process adherence, high-quality output, and professional growth.
• Data-Driven Insight & Reporting (15%) : Partner with the VP of CX to deliver reporting and insights that guide business decisions and support revenue retention and growth.

Required Qualifications

Education : Bachelor’s degree or equivalent experience

Experience :

3–5 years in CX operations, project management, or strategic operations roles

2+ years in a people management capacity

Proven track record in SaaS organizations preferred

Demonstrated experience preparing and presenting operational insights to executive stakeholders, including board-level reporting, QBRs, and strategic planning sessions

Expertise In :

Process design and documentation

Strategic reporting and decision support

CRM and analytics tools (e.g., JIRA, Salesforce)

Cross-functional collaboration with Commercial, Product, and Engineering teams

Skills :

Advanced communication and decision-making capabilities

Strong stakeholder management and change leadership

Ability to work independently in a fast-paced, evolving environment

Strong analytical skills with expertise in forecasting, health scoring, and predictive modeling

Experience designing and scaling operations for segmented customer bases (e.g., SMB, mid-market, enterprise) and / or global teams

Preferred Qualifications

Experience in Customer Success, Client Support, or Implementation

Familiarity with customer experience platforms like ChurnZero or Gainsight

Working knowledge of French is a plus

Additional Information

Travel : 5–10%, including occasional international travel

Direct Reports : 5–10 Analysts

As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud, visit www.cision.com and follow @Cision on Twitter.

Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.

Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.

Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and / or to receive all other benefits and privileges of employment, please contact [e-mail]

Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.

Seniority level

Seniority level

Director

Employment type

Employment type

Full-time

Job function

Job function

Management and Manufacturing

Industries

Public Relations and Communications Services

Referrals increase your chances of interviewing at Cision by 2x

Get notified about new Director of Operations jobs in Greater Toronto Area, Canada .

Director of Operations (Business & Operational Excellence)

Executive Director, Operations & Customer Services Delivery

Director of Store Operations- FUTURE OPPORTUNITIES

Director of Business Operations and Strategy

Associate Director, Groundside Operations

Executive Director Operation Integration, Readiness and Performance Assurance

Director, Delivery Operations, GTM Operations

Greater Toronto Area, Canada 18 hours ago

Associate Director, CDIC Central Operations

Director, Operations (Minerals and Metals) - Burlington and Toronto

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

J-18808-Ljbffr