indeed
Directeur.trice principal.e, opérations de l'expérience client // Senior Director, Customer Experience Operations
SSENSE
Montréal, CAN
Director
2 days ago
Operational LeadershipCustomer Experience StrategyAI/LLM IntegrationCRM (Zendesk)Fraud PreventionBudget Management
Free
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Operational LeadershipCustomer Experience StrategyAI/LLM Integration
About the Role
SSENSE seeks a Senior Director of Customer Experience Operations to lead global Customer Care and Asset Protection divisions. You will drive strategic delivery, design AI workflows, manage risk, and optimize operational efficiency.
Key Skills for This Role
Operational LeadershipCustomer Experience StrategyAI/LLM IntegrationCRM (Zendesk)Fraud PreventionBudget Management
Responsibilities
- Harmonize objectives of Customer Care, Customer Intelligence, and Asset Protection while managing operational budget
- Lead optimization of customer lifecycle by architecting automated workflows and Generative AI/LLM integrations
- Accountable for organization's physical and financial safety strategy, fraud prevention, and security protocols
- Establish and audit global operational KPIs, lead department through operating model transformations
- Coach and mentor functional leadership team, refine organizational design
Requirements
- 12+ years of high stakes operational leadership experience, preferably in Retail or E commerce
- At least 10 years of direct people leadership experience
- Bachelor's degree in Business, Engineering, Operations Management, or related field
- Full professional fluency in French and English
- Deep technical understanding of CRM ecosystems (Zendesk), AI/LLM applications, and security frameworks
- Strong knowledge of complex data sets and engineering frameworks, experience with Agile/DevOps workflows
Full Job Posting
About the Role
- The Senior Director of Customer Experience (CX) Operations is responsible for the strategic delivery, design framework, and innovation roadmap of the organization’s global Customer Care and Asset Protection divisions.
- Managing three critical pillars: Customer Care, Customer Intelligence & Enablement, and Asset Protection.
- You will drive fiscal discipline, architect tech forward AI workflows, and mitigate financial and physical risks.
What You Will Do
- Drive Strategic & Financial Alignment: Harmonize objectives of Customer Care, Customer Intelligence, and Asset Protection while managing operational budget.
- Orchestrate Tech Forward Innovation: Lead optimization of customer lifecycle by architecting automated workflows and Generative AI/LLM integrations.
- Govern Risk & Brand Integrity: Accountable for organization's physical and financial safety strategy, fraud prevention, and security protocols.
- Engineer Performance & Change: Establish and audit global operational KPIs, lead department through complex transformations.
- Develop People & Culture: Directly coach and mentor functional leadership team, refine organizational design.
Qualifications
- 12+ years of high stakes operational leadership experience, preferably in Retail or E commerce, with at least 10 years of direct people leadership.
- Bachelor’s degree in Business, Engineering, Operations Management, or related field.
- Full professional fluency in French and English.
- Deep technical understanding of CRM ecosystems (Zendesk), AI/LLM applications, and security frameworks.
- Strong knowledge of complex data sets and engineering frameworks, experience with Agile/DevOps workflows.
What Sets You Apart
- Analytical Sophistication: Apply advanced analytical tools and statistical modeling to diagnose root causes.
- High Stakes Influence: Masterful stakeholder manager aligning cross functional senior leadership.
- Ethical Tech Leadership: Champion Human + AI workflows ensuring compliance.
- Mission First Mentality: Proactive problem solving, data driven decisions.
- Dual Focus Excellence: Balance premium customer empathy with risk mitigation.
Why Join Us
- Extended health and dental benefits including mental health programs.
- Parental top up program.
- Generous employee discount on ssense.com.
- Access to telemedicine and employee assistance program.
- Savings and retirement plan matching contributions.
- Gender Affirmation Coverage.
- Opportunity to work with cutting edge technologies.
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