Director of Operations

Director of Operations Company: BEC Legal Systems - Jonas Software Location: Remote Reports To: President Travel: Approximately 20% Compensation: $100,000 to $130,000 CAD annually Role Type: New Role AI Disclosure: AI is not used to screen or select applicants 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 and customer retention through proactive engagement, automation, and data 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 informs product quality, roadmap and company growth. Key Responsibilities Support Operations & Continuous Improvement Oversee customer support performance, SLAs and escalation processes. Implement AI‑assisted ticket triage and chatbot automation. Drive a culture of continuous improvement through post‑incident reviews and process automation. Monitor and improve KPIs such as CSAT, case volume trends, response and resolution time, deflection rate and support cost per user. Implementation Excellence & Customer Onboarding Lead the implementation and training process. Introduce standardized, AI‑enhanced onboarding playbooks. Collaborate with Sales for seamless handoffs and proactive identification of implementation issues. Track and optimize implementation completion rates, time‑to‑go‑live and user adoption metrics. Team Development & Performance Management Build and mentor a high‑performing team with clear metrics. Equip teams with AI‑enabled tools for case management and knowledge base enrichment. Promote a data‑driven culture of accountability, learning and customer empathy. Cross‑Functional Collaboration Define and execute a unified strategy for support and implementation aligned with business goals. Partner with Product and R&D to align support insights with roadmap and quality improvements. Collaborate with Sales and Marketing to identify expansion opportunities and advocacy programs. Represent the customer voice in executive forums and align operational investments with strategic outcomes. Qualifications 3+ years in a leadership role in Operations, Customer Success, Support or Implementation within 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. 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. Collaborative influence across Product, R&D and Sales. Measurable impact on retention, adoption and satisfaction. Continuous improvement mindset with accountability. Business Unit BEC - Canada Schedule & Job Details Weekly hours: 37.5 Number of openings: 1 Worker type: Regular 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. Within these markets, Jonas is comprised of over 65 distinct brands. Jonas’ vision is to be the 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, 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. 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 worldwide. 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