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Director of 24/7 Customer Operations & CX Tech
Job summary
A leading fintech company in Ottawa is searching for a skilled Director, Customer Operations. This role involves spearheading a global 24/7 support team, transforming customer support into a strategic asset, and owning the customer experience tech stack. The ideal candidate has over 10 years in customer operations, ideally in B2B or enterprise environments, and possesses a strong understanding of modern contact center platforms such as Genesys. You will play a crucial role in enhancing customer satisfaction and operational performance while leading with empathy and insight.
Benefits
Qualifications
- 10+ years in Customer Operations or Support leadership.
- Experience in gamer's industry and fintech is preferred.
- Strong understanding of contact center operations and technology.
Responsibilities
- Lead a global support team and optimize 24/7 operations.
- Transform customer interactions into product intelligence.
- Own the customer experience technology stack and manage vendors.
Skills
Tools
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.