Customer Operations Manager at Lightspeed Commerce in Montréal, QC

Job description

Hi there! Thanks for stopping by 👋 Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place! We’re looking for a Customer Operations Manager to join our Customers team in Montreal. You will lead and drive transformative initiatives across Lightspeed’s customer organization. This role requires a strategic thinker with strong leadership skills, capable of influencing stakeholders at all levels and delivering impactful change. The ideal candidate will have a proven track record in managing cross-functional projects that enhance operational efficiency, improve the customer experience, and drive sustainable business and bottom line growth. What you’ll be doing: • Strategic Leadership: • Develop and implement comprehensive customer strategies aligned with organizational objectives. • Provide thought leadership and guidance on best practices across all things customer experience. • Additional Strategic Administrative Responsibilities: • Ensure team engagement across the customers leadership team. • Oversight and planning of strategy workshops, customer engagement events, and employee events. • Project Oversight: • Lead and manage multiple transformation projects from inception to completion, ensuring alignment with business goals. • Utilize project management methodologies to track progress, manage risks, and ensure timely delivery. • Stakeholder Engagement: • Collaborate and communicate with senior leadership and cross-functional teams to identify transformation opportunities and secure buy-in. • When delivering strategic initiatives, effectively indirectly manage a team to meet deadlines and project outcomes. • Provide feedback to leaders coaching and mentorship opportunities on key methodologies to drive a continued performance culture. • Change Management: • Design and implement change management strategies to support organizational transitions and minimize resistance. • Success Measurements: • Establish KPIs and success metrics to evaluate the effectiveness of transformation initiatives. • Monitor and report on project outcomes and provide actionable insights for continuous improvement. • Financial Tracking & Budgeting: • Closely manage the budget for the Global Customers organization including ideal compensation structure recommendations, license / software optimization, regional FTE deployment strategies, training, travel, events, and other associated cost line items. What you need to bring: We're looking for a candidate who has experience with the following: • 5+ years of experience: A proven track record of delivering strategy work. • Bachelor's Degree: A bachelor's degree in business, technology, or a related field is preferred. • Project Management: Familiarity with project management methodologies. • Managing Senior Leadership / Executives: A proven track record of effectively managing expectations and results with senior leadership or executives. • Strategy Implementation: Experience implementing initiatives that meet departmental or organizational financial and non-financial goals. • B2B and / or SaaS Experience: Experience working within the B2B or SaaS industry is an asset but not a requirement. • Support and / or Implementation Experience: Experience working within a support organization or customer implementation is an asset but not a requirement. We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... hit the ‘Apply’ button and give it a try! Be a changemaker You’ll enjoy: • A flexible work environment that empowers you to do your best work • A culture that celebrates performance • The chance to make an impact in a team that’s big enough for career growth, but lean enough to make your voice heard • Career-defining opportunities Plus benefits designed to keep you happy, healthy and fulfilled. • Flexible paid time off and remote work policies • Equity options, because this is your company too