Customer Operations Director

Does your definition of success mean empowering others?

Then Jobber might be the place for you! We’re looking for a Customer Operations Director to be part of our Customer Success department.

Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers, while providing an easy and professional customer experience. Running a small business today isn’t like it used to be—the way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That’s why we put the power and flexibility in their hands to run their businesses how, where, and when they want! 

Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada’s Most Admired Corporate Cultures, and more. Our employees likewise love the Jobber culture with 93% of employees recommending Jobber and 100% approving of our CEO (according to Glassdoor).  Jobber has also been named on the Globe and Mail’s Canada’s Top Growing Companies list, and Deloitte Canada’s Technology Fast 50™, Enterprise Fast 15, and Technology Fast 500™ lists. 

About This Opportunity:As the Customer Operations Director, you will lead the effective management and forecast of labour requirements for the Customer Success organization. You will be responsible for forecasting volume and real-time scheduling on a day-to-day and hour-to-hour basis, managing staff schedules across multiple channels based on historical and anticipated volume.  You will work with a variety of key stakeholders across functions to achieve optimal team performance results. In this role, you will report to the VP of Customer Experience, partnering closely with Customer Success leadership to drive improvements that optimize the customer experience.

Responsibilities 

• Leads the development, execution and communication of the Customer Success Org’s workforce planning roadmap, to optimise and scale its workforce and to create strategic long-range plans.
• Lead and oversee capacity and workforce planning, forecasting, real-time management scheduling, analysis of metric data and service level achievement
• Engage in continuous review and assessment of  optimal staffing levels required to meet demand forecasted, response time targets and service levels
• Create and implement schedules that align workforce resources to volume; minimize over/understaffing while accounting for seasonality and fluctuations for a team of approx 100 customer facing employees working 7 days a week.
• Conduct rigorous daily, intra-daily, weekly, monthly, and annual comparisons between actual results and forecasts to ensure precise staffing alignment and real time agile adjustments.
• Analyze data and trends to provide strategic recommendations, predict future needs and improve performance against service levels. 
• Develop and implement processes to increase forecasting and staffing accuracy.
• Proactively monitor key performance indicators such as response time and customer satisfaction to improve team performance
• Manage Business Process Outsourcing (BPO) vendor relationships and ensure strategic alignment of resources to business objectives.
• Monitor real-time schedule adherence and agent utilization and partnering with the direct managers to ensure desired behaviours
• Collaborate with internal stakeholders to Identify and recommend operational  support improvements, tools, and technology to reduce and eliminate performance gaps.
• Create comprehensive reports and present actionable insights to senior leaders, highlighting areas for optimization.
• Identify and manage the communication of real time volume drivers and system outages that impact performance  and escalate interruptions to appropriate business leader

Requirements 

• 10+ years of experience leading and developing staffing demand and capacity models with expertise in Customer Success for a SaaS or subscription based business 
• Bachelor’s degree in a related field or equivalent work experience.
• Domain expertise in Customer Success with experience working on Support tools like Zendesk, RingCentral, Intercom, SFDC
• Experience managing outsourced partners and BPO vendors ensuring delivery against performance targets and strategic alignment with business objectives 
• Strong analytical skills and quantitative data analysis of business information with the ability to draw insights and communicate them to stakeholders
• Demonstrate strong skills and proficiency in project management, change management, and strategic planning