Director leading Long View’s corporate IT strategy, security, governance, and operations. Aligning technology investments with business goals at Long View’s Calgary - based head office.
About the role
- Director leading Cayenta’s proprietary software support organization. Driving operational excellence, customer experience, AI adoption, and service delivery across Canada and the US.
Responsibilities
- Lead the Support team for proprietary software
- Select, develop, coach, and evaluate Support Analysts, Team Leads, and Managers
- Identify and implement improvements to service delivery, operational efficiency, and customer value
- Manage and delegate customer escalations, ensuring timely service recovery and resolution
- Liaise between customers, R&D, Professional Services, Sales, and other internal teams
- Partner with the Vice President on strategic initiatives for Support and Managed Services
- Establish, document, and maintain scalable operational processes
- Monitor and report key operational metrics and drive data-driven continuous improvement
- Meet and exceed company metrics, including Accounts Receivable, Customer Service Ratios, and other operational KPIs
- Prepare monthly and annual updates for budgets, accruals, and forecasts
- Collaborate with Finance on annual and monthly customer billings
- Develop and maintain operational documentation, knowledge management practices, and standard operating procedures
- Improve customer experience and expand service offerings
- Lead adoption of AI and automation for team productivity, customer experience, and operational efficiency
- Approve and track third-party invoices for Maintenance renewals and new name sales
- Manage employee expense approvals
- Work with senior leadership, both internal and external
- Travel to customer sites, conferences, and company meetings as required
Requirements
- Bachelor's Degree
- 5+ years of management experience in a customer support or technical support environment
- Demonstrated experience leading managers and multi-level support organizations
- Strong leadership, organizational, communication, and problem-solving skills
- Experience driving operational improvements through metrics, process optimization, and continuous improvement initiatives
- Experience leveraging AI and automation to improve business processes is preferred
- Utility/Billing experience is an asset
- Strong customer focus
- Current, valid passport
- Legally eligible to travel internationally, including passport-based visa exemption or required travel visas for entry into Canada, the United States, and the Caribbean
- Willingness to travel approximately 25% as needed
Benefits
- 3 weeks’ vacation and 5 personal days
- Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
- Employee stock ownership
- RRSP/401k matching programs
- Lifestyle rewards
- Remote work
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