Director Operational Excellence

12 hours ago

Montreal, Quebec, Canada KORT Payments Full time

WHO WE ARE
Welcome to KORT Payments, where innovation meets excellence We specialize in providing a state-of-the-art omnichannel payments platform designed to make business transactions a breeze. Our mission? To empower businesses with top-notch capabilities in compliance, risk management, and payment processing. Our trailblazing, enterprise-grade platform, coupled with a veteran management team, ensures we stay ahead of the curve in delivering unparalleled service and satisfaction.
As we expand our presence in the U.S. market, we're excited to bring our proven solutions and innovative approach to new industries, while continuing to operate under the KORT Payments banner alongside Merrco, Payfirma and Barnet.

EMPLOYMENT - Hybrid

WHAT YOU WILL BE DOING
KORT is seeking an experienced Director Operational Excellence to help guide the evolution of our customer support organization. This role combines strategic vision with operational excellence to deliver world-class support experiences that drive customer satisfaction, retention, and business growth. You'll be responsible for working with the senior management team defining and executing the support strategy while championing innovative approaches to our customers' experiences.

What You'll do:
Support Experience Innovation
  • Lead and guide the development of self-service capabilities, knowledge management systems best in class quality assurance and tooling practices
  • Design and implement innovative support experiences that exceed customer expectations and differentiate KORT payments in the market
  • Champion emerging technologies including AI-powered support tools, chatbots, and predictive analytics to enhance customer interactions
  • Establish feedback loops and voice-of-customer programs to continuously improve support touchpoints
  • Drive omnichannel support strategy ensuring seamless experiences across all customer interaction points
  • Partner with Product and Engineering teams to influence product development based on support insights
  • Own and manage the Operational tools keeping lock step with product to ensure continued optimization of telephony, chat and CRM tools
Strategic Planning and Vision
  • Develop and execute comprehensive support strategy aligned with Kort Payments business objectives and customer goals
  • Create long-term roadmaps for support transformation, including technology investments, process improvements, and organization evolution
  • Define support experience metrics and KPIs that align with business outcomes and customer value
  • Drive cross-functional alignment with Sales, Product and Engineering teams
Operational Excellence
  • Design and implement quality assurance programs to maintain consistent support delivery standards
  • Assist in definition of capacity planning and workforce management to ensure appropriate coverage across the operations function
  • Drive continuous improvement initiatives through process automation, workflow optimization, and tool consolidation
​​​​​​​Data Analysis and Performance Management
  • Develop comprehensive analytics framework to measure support performance, customer satisfaction, and business impact
  • Create executive dashboards and reporting systems that provide actionable insights for leadership decision-making
  • Conduct deep-dive analysis on support trends, customer behavior patterns, and operational metrics
  • Implement predictive modeling to forecast support demand, identify at-risk accounts, and optimize resource allocation
  • Establish data-driven decision-making culture within the support organization
Team Leadership and Development
  • Establish talent development programs, career progression frameworks, and succession planning
  • Help drive diversity, inclusion, and belonging initiatives to build representative and inclusive teams
  • Implement performance management systems that recognize and reward exceptional customer advocacy
​​​​​​​WHAT WE'RE LOOKING FOR
  • 10+ years of progressive leadership experience in customer support, success, or related customer-facing roles
  • Proven track record of building and scaling support organizations in high-growth technology companies
  • Strong analytical skills with experience in data-driven decision making and performance optimization
  • Demonstrated expertise in support technology platforms, CRM systems, and analytics tools such as Zendesk, Salesforce, Tableau, and Snowflake
  • Excellent communication and presentation skills with ability to influence at all organizational levels
LIFE AT KORT PAYMENTS
We believe work should be fulfilling and fun Here's a peek into what life with us is like:
Culture:
  • Fearlessness: Encourage continuous learning, innovation, taking chances, and pushing boundaries
  • Accountability: Take ownership and be accountable to yourself, the company, partners, and clients
  • Collaboration: Leverage diverse perspectives and work as a team to get the job done
  • Transparency: Empower success through open communication, honesty, and inclusion
Perks and Benefits:
  • Comprehensive Benefits Package: We've got you covered with health, dental, and vision plans
  • Flexible and Inclusive Work Environment: We understand the importance of work-life balance and provide the flexibility you need to thrive
  • Fun Events: From team-building activities to company-wide celebrations, we love to have fun and recognize our hard work
  • Professional Growth: We support your career development with ongoing learning opportunities and the chance to take on new challenges
  • Work Hard, Play Hard: Enjoy a dynamic environment where your contributions are valued and your potential is unleashed
If you're excited about joining a vibrant, forward-thinking team and making a tangible impact, we want to hear from you Send us your application. Please note that only candidates under consideration will be contacted. Let's make great things happen together at KORT Payments   

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