This job posting has expired
Expired on April 2, 2026
Director, Customer Operations
Job Description
Paramount Commerce is seeking a Director, Customer Operations to lead its contact center from Ottawa. This role involves turning support into a strategic advantage, managing Genesys technology, and leading global workforce planning to remove friction for consumers and merchants.
Responsibilities
- Lead a global, always-on support team
- Design white glove experiences for high-value merchants
- Translate pain points into business impact metrics
- Lead Friction Reviews with Product and Engineering
- Own the CX tech stack including AI and automation strategy
- Mentor managers and team leads
Qualifications
- 10+ years in Customer Operations or Support leadership
- Experience in B2B or Enterprise environments
- Industry experience in gaming or fintech
- Technically fluent with Genesys Cloud
- Commercially sharp with budget management experience