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Full-Time

Director – Operations and Support

Posted on 10/1/2024

Workleap

Workleap

201-500 employees

Employee experience software for talent development

Consulting
Enterprise Software
Education

Senior, Expert

Remote in Canada

Category
Quality Control & Compliance
Supply Chain Management
Operations & Logistics
Requirements
  • 5+ years of experience leading teams in operations or support functions within a SaaS environment.
  • Hands-on experience with both Azure and AWS cloud environments.
  • Proven ability to set a clear direction for a unified team and drive transformation with a focus on enablement.
  • Strong background in incident management, observability, and SLO compliance;
  • Familiarity with partnering on Security and SOC2 compliance to ensure standards are upheld;
  • Passion for delivering customer experiences that exceed expectations;
  • Strong experience working closely with Product, Engineering, and other functions to align on strategic initiatives;
  • Proven ability to challenge the status quo by implementing new tools and best practices, driving operational improvements and continuous process innovation through innovative solutions;
  • Familiarity with tools like observability platforms and AI-driven support solutions;
  • Ability to convey complex concepts clearly to technical and non-technical stakeholders.
Responsibilities
  • Oversee both internal and customer-facing operations and the 3rd line support organization for all Workleap products, bringing together a unified strategy, common practices, and shared learnings.
  • Drive operational excellence by owning and continuously improving the Incident Management process to ensure fast response times, thorough resolution, and long-term system reliability.
  • Manage observability tools and Service Level Objectives (SLO) budgets to ensure the highest availability and performance standards for all products.
  • Transform the team into an enablement function that provides the right expertise, tools, and support for other teams to execute efficiently and independently.
  • Oversee and transform 3rd line support processes, introducing better self-service tools and new triage systems that will enhance the customer support experience.
  • Work closely with the Security team to ensure compliance with Security, SOC2, and other relevant standards, embedding best practices into day-to-day operations.
  • Partner with Product, Engineering, and other teams to align on operational and support goals that drive overall business success.
  • Leverage new technologies, tools, and methodologies to continuously improve operations and support processes.
  • Encourage the team to challenge the status quo by introducing modern tools, including AI, to streamline operations and deliver better business outcomes.
  • Strive to deliver customer support that leaves users delighted, reducing friction and increasing efficiency.

At Workleap, employees enjoy a dynamic culture centered around talent development and productivity enhancement. The company's dedication to leveraging advanced technologies in employee engagement and performance management not only fosters a thriving work environment but also situates it as a leader in employee experience software. This focus ensures that Workleap is a great place to work, continually driving innovation and excellence in the human resources industry.

Company Stage

Seed

Total Funding

$94.4M

Headquarters

Montreal, Canada

Founded

2006

Growth & Insights
Headcount

6 month growth

3%

1 year growth

5%

2 year growth

9%
Simplify Jobs

Simplify's Take

What believers are saying

  • Workleap's global reach, serving 20,000 companies in over 100 countries, provides employees with a diverse and expansive work environment.
  • The launch of Talentscope demonstrates Workleap's commitment to innovation in talent management, offering employees opportunities for skill mapping and career growth.
  • The backing of CA$125M from CDPQ ensures robust financial support for future expansions and acquisitions, promising job security and growth opportunities.

What critics are saying

  • The rapid pace of acquisitions could lead to integration challenges, potentially disrupting operations and employee morale.
  • Focusing solely on employee experience might limit market opportunities compared to more diversified HR tech companies.

What makes Workleap unique

  • Workleap, through its parent company GSoft, focuses exclusively on enhancing employee experience, setting it apart from broader HR tech solutions.
  • The acquisition of specialized companies like Pingboard and Didacte allows Workleap to offer a comprehensive suite of tools tailored to various aspects of employee engagement and development.
  • GSoft's significant investment from CDPQ underscores its financial stability and commitment to growth through strategic acquisitions.