Position Summary
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.
Responsibilities
Strategic & Operational Leadership
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.
Service Delivery & Workforce Optimization
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.
Operational Excellence, Quality & Compliance
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.
People & Talent Leadership
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.
Labour & Employee Relations
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.
Financial & Risk Stewardship
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.
Ensure customer information, privacy obligations, and data handling practices are managed in accordance with organizational policies, legal requirements, and regulatory expectations.
Executive Reporting & Communication
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.
Qualifications
Bachelor’s degree in a related field required; MBA or advanced degree strongly preferred.
10+ years of progressive leadership experience, including a 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.
Bilingualism (English/French) considered an asset.
We are actively seeking to fill this role as it is a current vacancy.
About 407 ETR
Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.
407 International Inc. is the sole shareholder of 407 ETR and is owned by:
Cintra Global S.E., a subsidiary of Ferrovial S.A. (48.29%)
Canada Pension Plan Investment Board (CPP Investments) and other institutional investors with non-controlling interests (44.20%)
Public Sector Pension Investment Board (PSP Investments) (7.51%)
Learn more at 407etr.com
Note: At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole.
Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive.
Accommodation for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.
