Director of Global Technical Operations

Xsolla; Canada; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading global commerce firm in Canada is seeking an Operations Leader to drive operational excellence. This role requires at least 10 years of experience in Operations or Service Delivery, with a strong background in SaaS, payments, or gaming. The candidate must have a proven record in enhancing operational efficiency and customer satisfaction. This position emphasizes a customer-first culture and effective collaboration with cross-functional teams. The ideal candidate will have a Bachelor’s or Master’s degree in a relevant field, along with expertise in operational frameworks and modern workflow tools.

Qualifications

• 10+ years in Operations or Service Delivery, especially in SaaS or gaming.
• 5+ years in senior leadership managing global teams.
• Track record in improving operational efficiency and customer satisfaction.

Responsibilities

• Lead and scale the Operations organization for service delivery.
• Champion customer-first culture, enhancing experiences of developers and players.
• Partner with Security to manage incidents and audits.
• Lead automation and monitoring to improve efficiency.
• Build and mentor a high-performing operations team.

Skills

Operational frameworks

Monitoring best practices

Incident management

Strong communication

Leadership skills

Analytical decision-making

Proficient with tools

Customer-centric approach

Education

Bachelor’s or Master’s degree in Computer Science, Engineering, or related field

Tools

Datadog

Grafana

PagerDuty

Jira

ServiceNow

Job description

About Us

Xsolla is a global commerce company with robust tools and services to help developers solve the inherent challenges of the video game industry. From indie to AAA, companies partner with Xsolla to help them fund, distribute, market, and monetize their games. Grounded in the belief in the future of video games, Xsolla is resolute in the mission to bring opportunities together, and continually make new resources available to creators. Headquartered and incorporated in Los Angeles, California, Xsolla operates as the merchant of record and has helped over 1,500+ game developers to reach more players and grow their businesses around the world. With more paths to profits and ways to win, developers have all the things needed to enjoy the game.

For more information, visitLaunch, monetize, and scale with Xsolla tools and services.

Key Responsibilities

• Operational Leadership
  • ● Lead and scale the Operations organization, overseeing service delivery, platform reliability, and 24/7 monitoring functions.
  • ● Develop and optimize operational processes and governance frameworks that drive consistency, efficiency, and scalability.
  • ● Partner with Engineering, Product, and Infrastructure teams to ensure seamless platform operations and readiness for new releases.
  • ● Define and track key operational metrics (uptime, latency, incident frequency, and resolution times).
• Customer & Partner Experience
  • ● Champion a customer-first culture within Operations — ensuring all processes enhance the experience of developers, publishers, and players
  • ● Collaborate with Customer Success and Support to resolve systemic issues and improve responsiveness and transparency.
  • ● Translate operational insights into actionable improvements for customer experience.
  • ● Drive proactive communication during platform incidents and service changes.
• Security & Compliance Collaboration
  • ● Partner closely with the Security organization to manage and support security-related events, incidents, and investigations.
  • ● Ensure operational readiness and documentation for responding to security alerts and threats.
  • ● Participate in post-incident reviews and implement process improvements based on findings.
  • ● Collaborate with Security and Compliance teams to align with global standards and certifications (SOC 2, ISO 27001, GDPR, PCI-DSS).
  • ● Support audit processes and contribute to maintaining a strong security posture across all operational systems.
• Process Optimization & Tooling
  • ● Lead automation, monitoring, and observability initiatives to improve efficiency and response time.
  • ● Evaluate and implement operational tools (e.g., Datadog, Grafana, PagerDuty, Jira) to streamline workflows.
  • ● Build and maintain operational runbooks, playbooks, and documentation for key systems and processes.
  • ● Continuously assess operational bottlenecks and introduce data-driven process improvements.
• Leadership & Strategy
  • ● Build and mentor a high-performing operations team, fostering a culture of ownership, transparency, and continuous improvement.
  • ● Partner with executive leadership to align operational priorities with company objectives.
  • ● Manage vendor relationships, operational budgets, and service-level agreements (SLAs).
  • ● Provide clear visibility into operational health, risk areas, and customer impact metrics.

Qualifications

Experience

• 10+ years in Operations, Service Delivery, or Platform Management within SaaS, payments, or gaming environments.
• 5+ years in senior leadership roles managing global or cross-functional teams.
• Proven track record in improving operational efficiency, reliability, and customer satisfaction.
• Experience collaborating with Security and Compliance teams during incident response and audit processes.
• Strong understanding of cloud infrastructure (AWS, GCP, or Azure) and distributed systems.

Skills

• Deep knowledge of operational frameworks, monitoring, and incident management best practices.
• Strong communication and leadership skills with the ability to align cross-functional teams.
• Customer-centric approach with strong analytical and data-driven decision-making.
• Proficiency with modern observability and workflow tools (e.g., Datadog, Grafana, Splunk, Jira, ServiceNow).
• Ability to thrive in a fast-paced, growth-oriented environment.

Education

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
• Relevant certifications (ITIL, PMP, or SRE) are a plus.