Company
SaaS
DirectorofOperations
Neural analysis suggests this role is
optimal for Director candidates.
“Director of Operations. Skills: Operations, Customer Success, Support, Implementation. Lead operations. Improve operations”
What You'll Achieve.
Improve efficiency; Improve response times; Ensure smooth handoffs; Ensure adoption outcomes; Track CSAT; Track resolution time; Track case volume trends; Track deflection rates; Track onboarding success
Industry & Context.
Root cause analysis; Post-incident reviews; Data-driven decision making
What They're Looking For.
Must Have
3+ years leadership experience, B2B SaaS environment experience, Improve operational performance, Customer satisfaction improvement, Data-driven decision-making, AI-powered support tools experience, Automation platforms experience, Analytics solutions experience, Lead cross-functional initiatives, Influence stakeholders at all levels, Analytical mindset, Translate data into improvements, Excellent communication skills, Leadership skills, Customer-centric approach, Build scalable processes, Drive continuous improvement, Fast-paced environments experience
Nice to Have
Experience with chatbots, Experience with predictive routing, Experience with sentiment analysis
What You'll Do.
Implement AI-enabled tools
Optimize AI-enabled tools
Own customer implementation
Own customer onboarding
Define operational KPIs
Track operational KPIs
Drive continuous improvement
Develop Support teams
Build Implementation teams
Mentor Implementation teams
Develop Implementation teams
Partner cross-functionally
Align customer feedback
Represent customer voice
Contribute to strategic planning
Contribute to operational prioritization
How You'll Work.
Team & Collaboration
Partner with Product; Partner with R&D; Partner with Sales; Partner with Marketing; Executive discussions
Communication Scope
Customer feedback; Executive discussions
Full Job Description
## Accountabilities Lead and continuously improve Support operations, including SLAs, escalation workflows, and service quality standards. Implement and optimize AI-enabled tools such as ticket triage, chatbots, and automation to improve efficiency and response times. Own the end-to-end customer implementation and onboarding process, ensuring smooth handoffs and strong adoption outcomes. Define and track key operational KPIs including CSAT, resolution time, case volume trends, deflection rates, and onboarding success metrics. Drive continuous improvement through root cause analysis, post-incident reviews, and scalable process redesign. Build, mentor, and develop high-performing Support and Implementation teams with clear performance expectations and growth paths. Partner cross-functionally with Product, R&D, Sales, and Marketing to align customer feedback with product development and growth initiatives. Represent the customer voice in executive discussions and contribute to strategic planning and operational prioritization. Requirements: 3+ years of leadership experience in Operations, Customer Success, Support, or Implementation within a B2B SaaS environment. Proven track record of improving operational performance and customer satisfaction using data-driven decision-making. Strong experience with AI-powered support tools, automation platforms, or analytics solutions (e.g., chatbots, predictive routing, sentiment analysis). Ability to lead cross-functional initiatives and influence stakeholders at all levels, including executive leadership. Strong analytical mindset with the ability to translate data into actionable operational improvements. Excellent communication and leadership skills with a customer-centric approach to decision-making. Experience building scalable processes and driving continuous improvement in fast-paced environments. Benefits: Competitive salary range of $100,000 to $130,000 CAD depending on experience Remote-first work environment within Cana
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