Director, Customer Success and Operations Improvement

Director, Customer Success and Operations Improvement

Softchoice is a software‑focused IT solutions and services provider that equips organizations to be agile and innovative, and helps their people to be engaged, connected, and creative at work by moving them to the cloud, building the workplace of tomorrow, and enabling smarter technology decisions. This role helps create success for customers and their people.

Summary

The Director, Customer Success & Operations Improvement owns the AI‑first operations improvement strategy and delivery across the customer journey. This role is accountable for improving operational quality, SLA performance, turnaround time, and team capacity by reimagining processes through intelligent automation and disciplined governance. Reporting to the SVP, Strategy Operations & CX, the Director is a player‑coach, leading a multidisciplinary team and stepping in directly on high‑impact, high‑ambiguity workstreams. The...