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انتهت بتاريخ ٢ أبريل ٢٠٢٦
Director, Customer Operations
وصف الوظيفة
Based in Canada and headquartered in Toronto, Paramount Commerce is a fintech company focused on making payments simpler and more secure. We are looking for a Director, Customer Operations to take this team to the next level. This role is not about managing queues. It's about turning 'support' into a strategic advantage. You'll transform customer interactions into product intelligence, shift the organization from 'solving tickets' to 'removing friction,' and act as the commercial owner of our CX technology ecosystem.
المسؤوليات
- Own and Optimize a 24/7 global support operation
- Design a differentiated 'white glove' experience for highest value customers
- Act as the final quality gate for customer experience
- Quantify friction and translate pain points into business impact
- Lead 'Friction Reviews' with Product and Engineering to influence roadmap
- Advance AI and automation strategy from 'deflection' to 'resolution'
- Build a high-performance, outcome-driven culture
المؤهلات
- 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 experience
- Commercially sharp: experience owning a budget and negotiating with SaaS vendors
- Built for Scale: experience in mix of startup and enterprise environments