Trading Operations Associate supporting Penn Interactive’s online sports betting platforms. Monitoring markets, testing features, escalating issues, and assisting compliance and customer experience teams.
About the role
- Senior Director leading customer operations for a growing global technology solutions company. Improving service delivery, scalability, financial performance and customer experience.
Responsibilities
- Provide overall direction for a broad customer operations portfolio spanning customer support, order-related activities, implementation, service operations and commercial administration
- Develop and implement operational strategies supporting business growth and customer expectations
- Establish standards, performance measures and accountability across the customer lifecycle
- Improve customer experience, consistency and scalability
- Monitor service performance and address operational gaps
- Own operational metrics and initiatives contributing to business performance
- Improve productivity, simplify processes and reduce operating costs
- Partner with Finance on budgeting, forecasting, workforce planning and business cases
- Develop KPIs, reporting tools and dashboards
- Lead transformation, automation, AI, technology and systems-integration initiatives
- Standardize processes and improve customer-facing platforms and operational tools
- Build a culture of continuous improvement
- Improve customer experience across onboarding, implementation, service, fulfillment and ongoing support
- Establish processes improving responsiveness, efficiency and time-to-value
- Support customer retention and long-term account growth
- Provide senior oversight of global service-oriented operations
- Ensure appropriate processes, staffing models, technology and performance standards for reliable service delivery
- Oversee customer-agreement and commercial-administration processes
- Partner with Sales, Finance, Legal and Customer Success on workflows, governance and execution
- Build cross-functional relationships and translate operational priorities into business outcomes
Requirements
- Bachelor's degree in Business, Operations, Engineering or a related discipline
- 12+ years of progressive leadership experience within operations, customer operations, customer service, professional services or a related environment
- Demonstrated experience overseeing multiple operational functions within a complex or geographically distributed organization
- Experience leading through other leaders and developing strong, accountable management teams
- Strong commercial and financial understanding, including experience connecting operational decisions to cost and business performance
- Track record of leading significant process improvement, transformation or operational scaling initiatives
- Ability to balance strategic priorities with day-to-day operational realities
- Strong communication, relationship-building and problem-solving skills
- Comfort working in a high-growth environment where priorities can evolve quickly
- Background in technology, SaaS, industrial technology, telecommunications, safety solutions or another subscription/service-based environment would be an asset
- Experience with customer support, implementation, service centre or contracts-related operations would be an asset
- Familiarity with CRM, ERP, customer service and business intelligence systems would be an asset
- Experience with automation, AI, digital transformation or systems integration would be an asset
- Lean, Six Sigma or another continuous improvement methodology or certification would be an asset
- Ability to work in Canada and commute to the Calgary office when required
Benefits
- Full-time employment
- Hybrid work arrangement with flexibility considered
- Opportunity to join the leadership team and influence enterprise-level operational growth
Job title
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Experience level
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