Directeur.trice principal.e, opérations de l'expérience client // Senior Director, Customer Experience Operations

SSENSE • Montreal, QC

1d

About The Position

The Senior Director of Customer Experience (CX) Operations is responsible for the strategic delivery, design framework, and innovation roadmap of the organization’s global Customer Care and Asset Protection divisions. Managing three critical pillars - Customer Care, Customer Intelligence & Enablement, and Asset Protection - this executive leader bridges the gap between operational efficiency and high-touch luxury service. You will drive fiscal discipline, architect tech-forward AI workflows, and mitigate financial and physical risks to ensure our brand remains a leader in the luxury market. Ultimately, you will champion a seamless, secure, and data-driven journey for every customer while optimizing the global cost-to-serve.

Requirements

• 12+ years of high-stakes operational leadership experience, preferably within Retail or E-commerce, with at least 10 years of direct people leadership experience.
• Bachelor’s degree in Business, Engineering, Operations Management, or a related field.
• Full professional fluency in both French and English is strictly required to lead a global team, translate complex documentation, and interface with diverse stakeholders.
• Deep technical understanding of CRM ecosystems (specifically Zendesk), AI/LLM applications, and physical/digital security frameworks.
• Strong knowledge of complex data sets and engineering frameworks, with a proven track record of managing multi-team Agile/DevOps workflows (e.g., SAFe) and system architecture.

Nice To Haves

• You independently apply advanced analytical tools and statistical modeling to diagnose root causes of systemic failures, translating complex findings into clear executive insights.
• You are a masterful stakeholder manager who can consistently align cross-functional senior leadership, negotiate resource constraints, and confidently navigate conflicting priorities.
• You champion cutting-edge "Human + AI" workflows, driving massive team productivity gains while ensuring full ethical, legal, and security compliance.
• You possess a proactive approach to problem-solving, cultivating an organizational culture that prioritizes absolute transparency and data-driven decisions.
• You effortlessly balance premium, high-touch customer empathy with strict risk mitigation guardrails, backed by a proven history of lowering operational costs while increasing NPS.

Responsibilities

• Harmonize the objectives of Customer Care, Customer Intelligence, and Asset Protection while managing the functional operational budget and optimizing ROI on BPO partners and tech infrastructure.
• Lead the optimization of the customer lifecycle by architecting automated workflows and Generative AI/LLM integrations to dramatically reduce first reply and total resolution times.
• Accountable for the organization's physical and financial safety strategy, ensuring robust fraud prevention strategies and security protocols protect profitability and brand reputation.
• Establish and audit global operational KPIs while leading the department through complex operating model transformations and large-scale system transitions (e.g., CRM or OMS).
• Directly coach and mentor the functional leadership team while refining organizational design to optimize communication between technical analysts, security experts, and frontline agents.

Benefits

• Extended health and dental benefits, including comprehensive mental health programs and coverage.
• Parental top up program.
• Generous employee discount on ssense.com.
• Access to telemedicine and employee and family assistance program.
• Savings and retirement plan matching contributions.
• Gender Affirmation Coverage.
• Opportunity to work with cutting edge technologies and an innovative team that’s pushing the boundaries of technology.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior