This job posting has expired
Expired on April 2, 2026
Director, Customer Operations
Job Description
Based in Canada and headquartered in Toronto, Paramount Commerce is a fintech company focused on making payments simpler and more secure. We've been helping reshape online payments since the early 2000s, enabling people to pay directly from their bank accounts, without relying on credit cards or e-wallets. Customer Operations at Paramount has evolved from a traditional 9-5 support model into a fully in-house, 24/7 contact center powered by a modern AI enabled stack. We are looking for a Director, Customer Operations to take this team to the next level. This role is about turning support into a strategic advantage, transforming customer interactions into product intelligence, and acting as the commercial owner of our CX technology ecosystem.
Responsibilities
- Lead a global, always-on 24/7 support team with strong workforce planning and capacity management
- Design a differentiated white glove experience for highest value customers
- Act as the final quality gate for the customer experience
- Lead Friction Reviews with Product and Engineering to influence roadmap priorities
- Be the commercial and functional owner of Genesys and the broader CX ecosystem
- Advance AI and automation strategy from deflection to resolution
- Lead and mentor Managers and Team Leads
- Maintain a high engagement culture while raising the bar on accountability
Qualifications
- 10+ years in Customer Operations or Support leadership, ideally in B2B or Enterprise environments
- Experience in gaming is important; experience in payments or fintech is a strong advantage
- Deeply familiar with modern contact center platforms, including Genesys Cloud
- Proven experience owning a budget and negotiating with SaaS vendors
- Ability to partner with Product, Engineering, Sales, and Risk teams