Director of Operations

Jonas Software•Oakville, ON

13d•Remote

About The Position

The Director of Operations leads the Support and Implementation teams to ensure customers achieve measurable success and satisfaction using our software suite. This role drives operational excellence, customer retention, and adoption through proactive engagement, intelligent automation, and data-driven insights. You will translate customer outcomes into scalable processes, leveraging AI tools to improve response times, implementation efficiency, and predictive support capabilities. Working closely with Product and R&D leadership, you’ll ensure the customer experience directly informs product quality, roadmap priorities, and company growth.

Requirements

3+ years in a leadership in Operations, Customer Success, Support, or Implementation in a SaaS B2B environment.
Proven ability to improve operational metrics and customer satisfaction through data and process optimization.
Experience implementing or managing AI-powered support or analytics tools (e.g., chatbots, predictive ticket routing, sentiment analysis).
Strong analytical and communication skills with executive presence and cross-departmental influence.

Nice To Haves

Customer-centric and data-informed leadership
Operational and financial discipline
AI and automation fluency for service optimization
Collaborative influence across Product, R&D, and Sales
Measurable impact on retention, adoption, and satisfaction
Continuous improvement mindset grounded in accountability

Responsibilities

Oversee customer support performance, SLAs, and escalation processes, ensuring high responsiveness and resolution quality.
Implement AI-assisted ticket triage and chatbot automation to reduce manual load and improve first-contact resolution.
Drive a culture of continuous improvement through post-incident reviews, root cause analysis, and process automation.
Monitor and continuously improve KPIs such as CSAT, case volume trends, response and resolution time, deflection rate, and support cost per user.
Lead the implementation and training process to ensure successful product adoption and measurable customer outcomes.
Introduce standardized, AI-enhanced onboarding playbooks that improve time-to-value and minimize rework.
Collaborate with Sales to ensure seamless customer handoffs and proactive identification of potential implementation or adoption issues.
Track and optimize implementation completion rates, time-to-go-live, and user adoption metrics.
Build and mentor a high-performing customer-facing team with clear performance metrics and growth paths.
Equip teams with AI-enabled tools for case management, knowledge base enrichment, and self-service improvements.
Promote a data-driven culture that emphasizes accountability, learning, and customer empathy.
Define and execute a unified strategy for Support and Implementation aligned with business goals and customer outcomes.
Partner with Product and R&D leadership to ensure support insights inform roadmap prioritization and quality improvements.
Collaborate with Sales and Marketing to identify expansion opportunities and customer advocacy programs.
Represent the customer voice in executive forums and help align operational investments with strategic business outcomes.

Benefits

Jonas Software supports over 60,000 customers in more than 30 countries.
We employ over 6,000 skilled professionals, including industry experts and technology specialists.
Across our broader network, we support a global workforce of more than 30,000 employees.
Headquartered in Canada, Jonas Software has a global footprint with offices around the world.
We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.
At Jonas we have long realized that our greatest asset is our employee base.
As such we strive to provide our team with a fantastic working environment and an enriching career, which we know will translate into world class service to our valued clients.
This allows Jonas Software to maintain and extend our lead as the premier software and services provider in each of our markets.
If being part of a growing organization that moves at a fast pace and constantly strives to get better each and every day is what you are looking for, then we want to hear from you.
We believe to be the best you have to hire and retain the best!!!
Jonas Software is an Equal Opportunity Employer.
If you need accommodation for a disability at any stage of the application process or want more information on our accommodation policies, contact recruitment at [email protected] or 905-470-4600.
Jonas Software and its subsidiaries will never request payment, banking information, or sensitive personal documents from candidates at any stage of the application or interview process. Any such requests should be treated as fraudulent.
If you receive suspicious communication claiming to represent Jonas Software or one of our subsidiaries, please contact us at [email protected].
Jonas Software is part of a CSI group of companies.