Traffic signal and roadway lighting manager leading Ontario transportation design, operations, and engineering deliverables. Managing projects, technical teams, utility coordination, and regulatory compliance for Arcadis.
About the role
- Director leading Phorest’s North American onboarding, support and pay operations. Scaling teams and processes for 11,000+ salon, spa and medi-spa software customers.
Responsibilities
- Lead North America operations with overall responsibility for Onboarding, Support, and Pay Operations
- Translate regional business goals into operational priorities, KPIs, plans and team objectives
- Partner with the General Manager and North America leadership team to identify opportunities, risks and performance improvements
- Align Onboarding, Support and Pay Operations with growth, retention, customer experience and efficiency goals
- Build scalable operating models while maintaining service quality and employee experience
- Own Support performance, including response and resolution times, customer satisfaction, quality, productivity and service delivery
- Lead Onboarding performance, including time to onboard, customer readiness, implementation quality, capacity and customer satisfaction
- Use customer feedback and operational data to identify trends, root causes and customer-journey improvements
- Lead, coach and develop Onboarding, Support and Pay Operations managers
- Establish operating rhythms, dashboards and performance reviews
- Lead workforce and capacity planning with Finance and People
- Partner with Customer Success, Sales, Product, Education and Global Operations to strengthen handoffs
- Lead continuous improvement across processes, workflows, documentation and tooling
- Explore automation, AI and data insights to improve productivity and scalability
- Lead teams through change and build a culture of continuous improvement
Requirements
- 8+ years’ experience across operations, customer operations, support, onboarding, implementation, customer success operations or a related post-sales leadership environment
- Experience within SaaS, technology or another fast-paced, customer-led environment is strongly preferred
- Proven experience leading managers and scaling operational teams in a fast-paced organisation
- Experience establishing and managing operational KPIs, performance reporting, capacity planning and continuous improvement programmes
- Strong commercial acumen and understanding of how operational performance connects to growth, retention, cost, productivity and customer value
- Ability to use data and insight to identify trends, diagnose problems and turn them into clear actions and recommendations
- Experience improving processes and building scalable operating models as an organisation grows
- Strong change leadership skills
- Excellent communication and stakeholder management skills, including confidence to influence and constructively challenge senior leaders
- Highly collaborative approach and ability to work effectively across regional and global teams
Benefits
- Fully employer-paid Medical, Dental, Life, AD&D, Short Term Disability, and EAP benefits
- Wellness perks
- Optional 401(k)
- Optional upgraded insurance options
- In-house Learning and Development/Business coach
- Online learning resources including LinkedIn Learning
- Regular social events
- Employee Resource Groups, clubs, societies, or groups
- Flexible work arrangements
- Opportunities for skill enhancement, career advancement, and attending industry events like ShipitCon
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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