Customer Operations Manager

Job description

**Hi there! Thanks for stopping by 👋** Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place! We’re looking for a Customer Operations Manager to join our Customers team in Montreal. You will lead and drive transformative initiatives across Lightspeed’s customer organization. This role requires a strategic thinker with strong leadership skills, capable of influencing stakeholders at all levels and delivering impactful change. The ideal candidate will have a proven track record in managing cross-functional projects that enhance operational efficiency, improve the customer experience, and drive sustainable business and bottom line growth. **What you’ll be doing:** - **Strategic Leadership:** - Develop and implement comprehensive customer strategies aligned with organizational objectives. - Provide thought leadership and guidance on best practices across all things customer experience. - **Additional Strategic Administrative Responsibilities:** - Ensure team engagement across the customers leadership team. - Oversight and planning of strategy workshops, customer engagement events, and employee events. - **Project Oversight:** - Lead and manage multiple transformation projects from inception to completion, ensuring alignment with business goals. - Utilize project management methodologies to track progress, manage risks, and ensure timely delivery. - **Stakeholder Engagement:** - Collaborate and communicate with senior leadership and cross-functional teams to identify transformation opportunities and secure buy-in. - When delivering strategic initiatives, effectively indirectly manage a team to meet deadlines and project outcomes. - Provide feedback to leaders coaching and mentorship opportunities on key methodologies to drive a continued performance culture. - **Change Management:** - Design and implement change management strategies to support organizational transitions and minimize resistance. - **Success Measurements:** - Establish KPIs and success metrics to evaluate the effectiveness of transformation initiatives. - Monitor and report on project outcomes and provide actionable insights for continuous improvement. - **Financial Tracking & Budgeting:** - Closely manage the budget for the Global Customers organization including ideal compensation structure recommendations, license / software optimization, regional FTE deployment strategies, training, travel, events, and other associated cost line items. **What you need to bring:** We're looking for a candidate who has experience with the following: - **5+ years of experience:** A proven track record of delivering strategy work. - **Bachelor's Degree:** A bachelor's degree in business, technology, or a related field is preferred. - **Project Management:** Familiarity with project management methodologies. - **Managing Senior Leadership / Executives:** A proven track record of effectively managing expectations and results with senior leadership or executives. - **Strategy Implementation:** Experience implementing initiatives that meet departmental or organizational financial and non-financial goals. - **B2B and / or SaaS Experience:** Experience working within the B2B or SaaS industry is an asset but not a requirement. - **Support and / or Implementation Experience:** Experience working within a support organization or customer implementation is an asset but not a requirement. We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... hit the ‘Apply’ button and give it a try! **Be a changemaker** You’ll enjoy: - A flexible work environment that empowers you to do your best work - A culture that celebrates performance - The chance to make an impact in a team that’s big enough for career growth, but lean enough to make your voice heard - Career-defining opportunities Plus benefits designed to keep you happy, healthy and fulfilled. - Flexible paid time off and remote work policies - Equity options, because this is your company too - Contributions to your pension plan. Your future matters - Training opportunities to grow your skills and career - Health and wellness credit so you feel your best - Time off to volunteer and give back to your community - Interest groups, employee led networks, social committees to sponsored sports teams - Computer purchase program to get your personal Macbook - Enhanced parental leave to support growing families - Etc… Fuel your growth. Find your people. At Lightspeed, your growth is our priority. We invest in you with continuous learning opportunities, global mobility and benefits designed to support you—all within a driven, diverse and inclusive team that’s passionate about empowering our communities *To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.* *Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.* ## **Where to from here?** Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our [career page here](https://www.lightspeedhq.com/careers/). Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs. ## **Who we are:** Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks. Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries. Lightspeed handles your information in accordance with our [Applicant Privacy Statement](https://www.lightspeedhq.com/legal/applicant-privacy-statement/).