Senior Director, Customer Operations Delivery

407 ETR•Vaughan, ON

About The Position

The Senior Director, Customer Operations Delivery is responsible for leading the strategic direction, performance, and continuous evolution of 407 ETR’s day-to-day Customer Operations delivery model. Reporting to the Vice President, Customer Operations, this role provides senior oversight of service delivery across voice, digital, back office, workforce optimization, quality, operational performance, and customer-facing support functions. The role is accountable for ensuring consistent achievement of service levels, productivity, quality, compliance, and customer satisfaction outcomes while building leadership capability across a multi-layered team. The Senior Director partners closely with Customer Experience, Technology, Finance, HR, Legal, Compliance, and other enterprise stakeholders to ensure operational priorities are delivered effectively, risks are managed, and teams are equipped to execute in a changing environment.

Requirements

Bachelor’s degree in a related field required
10+ years of progressive leadership experience
minimum of 5 years at the Director level or above
ideally in a large contact centre, customer operations, service delivery, or operational leadership environment
Proven success leading multi-layered leadership teams and managing through complex operational environments, including unionized settings.
Strong experience with workforce optimization, service level management, operational performance frameworks, quality assurance, and continuous improvement.
Strong financial acumen; experience managing operating budgets, resource plans, and performance commitments.
Proven ability to build credible relationships with senior leaders, cross-functional partners, and union representatives.
Excellent leadership, coaching, executive communication, presentation, decision-making, and conflict resolution skills.

Nice To Haves

MBA or advanced degree strongly preferred
Bilingualism (English/French) considered an asset

Responsibilities

Set the multi-year operating direction for Customer Operations Delivery in alignment with corporate priorities and customer service objectives.
Translate strategic priorities into annual operating plans, measurable goals, resourcing plans, and performance outcomes.
Act as a trusted advisor to the VP, Customer Operations on service delivery performance, risks, resource requirements, and operational opportunities.
Lead operational change management and adoption strategies to ensure leaders and employees are equipped to transition effectively.
Oversee day-to-day service delivery across customer operations channels, ensuring service levels, productivity, quality, and customer satisfaction targets are achieved.
Provide strategic oversight of Workforce Optimization, including forecasting, scheduling, capacity planning, and staffing strategies.
Maintain and evolve a robust operational KPI framework to monitor performance, identify trends, and drive accountability.
Use operational data, customer insights, and performance trends to identify risks, gaps, and continuous improvement priorities.
Partner with Customer Experience and Technology teams to support digital, automation, and process improvements that enhance service delivery and reduce cost-to-serve.
Oversee process improvement, technology enhancements, and continuous improvement programs across Customer Operations Delivery.
Ensure quality assurance, service standards, and performance coaching frameworks support consistent, compliant, and customer-focused service delivery.
Identify and mitigate operational risks in partnership with Legal, Compliance, Internal Audit, GRC, and other stakeholders.
Ensure customer information, privacy obligations, and data handling practices are managed in accordance with organizational policies, legal requirements, and regulatory expectations.
Support enterprise initiatives by assessing operational impacts, capacity requirements, risks, and implementation needs.
Build, develop, and retain a high-performing leadership bench across Customer Operations.
Lead, motivate, coach, and develop managers and leaders of leaders; support succession planning, IDPs, and talent outcomes.
Foster a culture of accountability, inclusion, psychological safety, continuous learning, and strong service discipline.
Champion employee engagement, recognition, continuous feedback, and open communication across the function.
Act as a senior lead on labour and employee relations matters, including performance management, progressive discipline, terminations, and resolution with bargaining unit matters.
Partner with HR on collective agreement administration, grievance management, and workforce change initiatives.
Develop and manage annual and long-term and capital budgets; deliver against financial targets and variance commitments.
Ensure operational risks are identified, assessed, and mitigated in partnership with GRC, Internal Audit, Legal, and Compliance; uphold corporate policies, controls, and a DEI approach.
Prepare and deliver executive-level reporting on operational performance, risks, priorities, capacity, and delivery outcomes.
Represent the VP, Customer Operations on operational delivery matters as required.
Influence cross-functional partners and senior stakeholders to align priorities, remove barriers, and support successful delivery of customer operations initiatives.