Director of Service Excellence & Ops (US & Canada)

Metergy Solutions Inc.; Toronto; On-site; CAD 130,000 - 150,000; Full time

Benefits offered by this job

Health benefits

Health Spending Account

RRSP matching

Learning and development

Paid time off

Summer hours

Social events

Job summary

Metergy Solutions Inc. is seeking a Director of Service to oversee Canada and the U.S. service function, spanning in-house teams and third‑party centers. You will shape the operating rhythm, governance and coaching culture to deliver scalable customer support and continuous improvement.

The role requires 10+ years in customer service and operations, with strong leadership, data-driven decision making and a bias for execution. Based in Canada with a strategic, collaborative mindset.

Qualifications

• 10+ years of progressive experience in customer service, contact centre operations, service operations or related areas.
• Experience leading both in-house and third-party contact centre operations, balancing customer experience with performance.
• Proven ability to lead through people—coaching, trust, clarity and accountability.

Responsibilities

• Lead service operations across Canada and the U.S. with both in-house and third-party centers.
• Set strategy, rhythm, performance expectations and governance for call centres, training, WFM and partners.
• Develop and mentor three direct-report leaders: Call Centre & Training Manager, Vendor Manager and WFM Manager.
• Strengthen training, onboarding, coaching, QA and knowledge management for frontline teams.
• Manage third‑party partners with clear SLAs, issue resolution and continuous improvement plans.
• Use data and customer feedback to drive improvements in processes and customer experience.

Skills

Customer service leadership

Call centre operations

Workforce management

Vendor management

Training and coaching

Quality assurance

Analytical mindset

Cross-functional collaboration

Job description

Metergy Solutions Inc. is seeking a Director of Service to oversee Canada and the U.S. service function, spanning in-house teams and third‑party centers. You will shape the operating rhythm, governance and coaching culture to deliver scalable customer support and continuous improvement.

The role requires 10+ years in customer service and operations, with strong leadership, data-driven decision making and a bias for execution. Based in Canada with a strategic, collaborative mindset.