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Directeur.trice principal.e, opérations de l'expérience client // Senior Director, Customer Experience Operations
Full-time
SSENSE is a Montreal-based technology platform operating at the intersection of culture, community, and commerce, offering established and emerging luxury brands with an average of 100 million monthly site visits.
The Senior Director, Customer Experience Operations is responsible for the strategic delivery, design framework, and innovation roadmap of the organization's global Customer Support and Asset Protection divisions, managing three essential pillars: customer support, customer intelligence and activation, and asset protection. You will design technology-driven AI workflows and mitigate financial and physical risk to keep the brand a leader in the luxury market.
What You Will Do
Ensure strategic and financial alignment across customer support, customer intelligence, and asset protection while managing the operational budget and optimizing ROI on BPO partners and technology infrastructure.
Orchestrate technology innovation by designing automated workflows and generative AI/LLM integrations to reduce first response and total resolution times.
Manage risk and brand integrity, owning physical and financial security strategy, fraud prevention, and security protocols.
Drive performance and change by establishing and auditing global operational KPIs and leading complex operating-model transformations and large-scale system transitions (e.g., CRM or OMS).
Develop people and culture by coaching the functional leadership team and refining the organizational structure.
Qualifications
12+ years of high-stakes operational leadership experience, preferably in retail or e-commerce, with at least 10 years directly managing teams.
Bachelor's degree in business, engineering, operations management, or a related field.
Full professional proficiency in both French and English is strictly required to lead a global team.
Deep technical understanding of CRM ecosystems (particularly Zendesk), AI/LLM applications, and physical/digital security frameworks.
Strong knowledge of complex datasets and engineering frameworks, with proven experience managing multi-team Agile/DevOps workflows (e.g., SAFe) and systems architecture.
