Jonas Software UK

Jonas Software UK

Director of Operations

Remote Canada (ON), CA · Director

Sponsorship not specified$100k-$130kDetected 27 days ago
Performance ManagementOnboardingCustomer SuccessCustomer SupportLeadershipCommunicationCollaboration

About the role

  • Working closely with Product and R&D leadership, you'll ensure the customer experience directly informs product quality, roadmap priorities, and company growth.
  • Implementation Excellence & Customer Onboarding
  • Team Development & Performance Management

Responsibilities

  • Support Operations & Continuous Improvement
  • Oversee customer support performance, SLAs, and escalation processes, ensuring high responsiveness and resolution quality.
  • Implement AI-assisted ticket triage and chatbot automation to reduce manual load and improve first-contact resolution.
  • Drive a culture of continuous improvement through post-incident reviews, root cause analysis, and process automation.
  • Monitor and continuously improve KPIs such as CSAT, case volume trends, response and resolution time, deflection rate, and support cost per user.
  • Lead the implementation and training process to ensure successful product adoption and measurable customer outcomes.
  • Collaborate with Sales to ensure seamless customer handoffs and proactive identification of potential implementation or adoption issues.
  • Track and optimize implementation completion rates, time-to-go-live, and user adoption metrics.
  • Build and mentor a high-performing customer-facing team with clear performance metrics and growth paths.
  • Jonas Software supports over 60,000 customers in more than 30 countries.

Requirements

  • Proven ability to improve operational metrics and customer satisfaction through data and process optimization.
  • 3+ years in a leadership in Operations, Customer Success, Support, or Implementation in a SaaS B2B environment.
  • Experience implementing or managing AI-powered support or analytics tools (e.g., chatbots, predictive ticket routing, sentiment analysis).
  • Strong analytical and communication skills with executive presence and cross-departmental influence.
  • Core Competencies
  • Customer-centric and data-informed leadership
  • Operational and financial discipline
  • AI and automation fluency for service optimization
  • Collaborative influence across Product, R&D, and Sales
  • Measurable impact on retention, adoption, and satisfaction
  • Continuous improvement mindset grounded in accountability

Compensation

  • $100,000 to $130,000 CAD, depending on experience and qualifications
  • Role Type: New Role
  • AI Disclosure: AI is not used to screen, assess, or select applicants for this role
  • About the Role
  • The Director of Operations leads the Support and Implementation teams to ensure customers achieve measurable success and satisfaction using our software suite.
  • This role drives operational excellence, customer retention, and adoption through proactive engagement, intelligent automation, and data-driven insights.

Benefits

  • Promote a data-driven culture that emphasizes accountability, learning, and customer empathy.
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This listing is sourced directly from Jonas Software UK's careers page and normalized into a canonical job model.