Director, Customer Success and Operations Improvement (AI)

TL;DR

Director, Customer Success and Operations Improvement (AI/Operations): Leading the AI‑first operations improvement strategy and delivery across the customer journey with an accent on operational quality, SLA performance, and intelligent automation. Focus on reimagining processes through AI and automation, leading cross‑functional governance, and embedding sustainable change into day‑to‑day operations.

Location: Toronto, ON, CA

Salary: $146,400 – $183,000 annually + 20% Target Incentives

Company

A software-focused IT solutions and services provider that equips organizations to be agile and innovative through cloud and technology enablement.

What you will do

• Develop and strengthen an AI-first improvement model to shift teams from manual processes to scalable, automation-driven workflows.
• Lead cross-functional governance and decision-making on AI and automation priorities, managing trade-offs and risk.
• Own the Operational Quality & Improvement program, including KPI definition, performance dashboards, and SLA governance.
• Act as a player-coach, directly driving critical high-complexity workstreams while leading a multidisciplinary team.
• Drive change management and adoption efforts to ensure AI-enabled improvements are sustained across the organization.
• Execute organization-wide enablement and engagement initiatives on behalf of the SVP.

Requirements

• 10-12 years of experience in operations, customer success, or enterprise process improvement.
• Proven track record of leveraging AI, automation, or advanced analytics to improve operational outcomes.
• Strong grounding in process improvement and change management methodologies (e.g., Lean, Six Sigma, ADKAR).
• Demonstrated people leadership experience, including coaching and performance management.
• Ability to influence senior leaders across operations and technology teams.
• Must be located in or able to work from Toronto, ON.

Culture & Benefits

• Comprehensive health and wellbeing package including medical and dental care.
• Financial security with RRSP/DPSP retirement savings and company matching.
• Generous paid time off, including vacation, sick leave, parental leave, and volunteer days.
• Flexible work arrangements to help plan your workdays effectively.
• Inclusive and collaborative culture, recognized as a Great Place to Work for 20 consecutive years.