Remote Director, Customer Operations (NA)

Jobgether; Canada; Remote; CAD 140,000 - 200,000; Full time

Benefits offered by this job

Fully Remote Work in Canada

Comprehensive Healthcare Coverage

AD&D & Short-Term Disability

Employee Assistance Program

Wellness Perks

401(k) Retirement Savings (optional)

Flexible Insurance Options

Professional Development & Coaching

Career Growth Opportunities

Team Engagement & Social Events

Employee Resource Groups

Inclusive Workplace Culture

Job summary

Jobgether is seeking a Director of Customer Operations to lead onboarding, support, and payments operations across North America in a fully remote role. You will translate growth objectives into scalable operational plans, KPIs, and teams’ goals while driving customer satisfaction and employee engagement.

You will partner with regional and global leaders to optimize processes, improve retention, and enhance cross-functional collaboration, shaping a high-performing, data-driven organization.

Qualifications

• 8+ years in operations or customer operations leadership, preferably in SaaS.
• Experience leading onboarding, support, and payments operations.
• Proven ability to scale teams and implement KPI-driven performance management.
• Strong strategic and commercial acumen with data-driven decision making.
• Change management and cross-functional collaboration experience.

Responsibilities

• Oversee North American customer operations across onboarding, support, and payments.
• Translate regional objectives into operational plans with KPIs and teams’ goals.
• Drive performance management including response times, CSAT, and productivity.
• Improve onboarding timelines, readiness, and capacity to handle growth.
• Design scalable operating models and governance with dashboards and reviews.
• Lead, coach, and mentor ONB, Support, and Payments managers.
• Collaborate with Success, Sales, Product, Education, Finance, People, and Global Ops.
• Identify and lead continuous improvement initiatives using automation and data.

Skills

Leadership

Data-driven decision-making

Strategic thinking

KPIs & performance management

Cross-functional collaboration

Change management

Operational excellence

Forecasting & capacity planning

Stakeholder management

Remote leadership

Education

Bachelor's degree in Business or related field

Tools

Data dashboards / analytics tools

CRM / Support tooling

Job description

Jobgether is seeking a Director of Customer Operations to lead onboarding, support, and payments operations across North America in a fully remote role. You will translate growth objectives into scalable operational plans, KPIs, and teams’ goals while driving customer satisfaction and employee engagement.

You will partner with regional and global leaders to optimize processes, improve retention, and enhance cross-functional collaboration, shaping a high-performing, data-driven organization.