Director of Operations

Director of Operations BEC Legal Systems - Jonas Software ( Location: RemoteReports To: PresidentTravel: Approximately 20% Compensation & Role Details Expected Salary Range: $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. You will translate customer outcomes into scalable processes, leveraging AI tools to improve response times, implementation efficiency, and predictive support capabilities. Working closely with Product and R&D leadership, you’ll ensure the customer experience directly informs product quality, roadmap priorities, and company growth. Key Responsibilities 1. 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. 2. Implementation Excellence & Customer Onboarding Lead the implementation and training process to ensure successful product adoption and measurable customer outcomes. Introduce standardized, AI-enhanced onboarding playbooks that improve time-to-value and minimize rework. 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. 3. Team Development & Performance Management Build and mentor a high-performing customer-facing team with clear performance metrics and growth paths. Equip teams with AI-enabled tools for case management, knowledge base enrichment, and self-service improvements. Promote a data-driven culture that emphasizes accountability, learning, and customer empathy. 4. Cross-Functional Collaboration Define and execute a unified strategy for Support and Implementation aligned with business goals and customer outcomes. Partner with Product and R&D leadership to ensure support insights inform roadmap prioritization and quality improvements. Collaborate with Sales and Marketing to identify expansion opportunities and customer advocacy programs. Represent the customer voice in executive forums and help align operational investments with strategic business outcomes. Qualifications 3+ years in a leadership in Operations, Customer Success, Support, or Implementation in a SaaS B2B environment. Proven ability to improve operational metrics and customer satisfaction through data and process optimization. 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 Business Unit: BEC - Canada Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 Worker Type: Regular More About Jonas Software Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain. Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service. Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees. Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index. #J-18808-Ljbffr