Director, Customer Operations

Position Summary

407 ETR is currently seeking a Director of Customer Operations to add to our World Class Customer Operations team in Woodbridge, ON. We are seeking a visionary leader to develop and execute strategic plans to achieve departmental objectives aligned with corporate goals. The incumbent will lead the digital/omnichannel customer experience and drive continuous improvement. They will provide strong leadership by setting the annual strategic direction, developing staff, and championing operational efficiency through automation/AI.

Responsibilities

• Develop and execute plans to achieve annual department objectives that align with corporate targets and strategies.

• Work with Collections and Cash Administration functions, ensuring seamless transition, role clarity, and alignment with customer lifecycle goals.

• Own digital contact; lead and deliver continual improvement and development of the multi-channel/omnichannel proposition.

• Develop highly effective, influential relationships internally and externally at all levels. Work with peers, the board, and key stakeholders to research, identify, and capture new digital opportunities across the business and to provide recommendations which will deliver improved performance and/or a reduction in costs.

• Develop annual strategic direction for staff and strategic planning with Customer Operations. Lead, motivate, coach, and develop staff while implementing programs to enhance engagement, recognition, and career growth in a team environment.

• Act as a lead on labour and employee relations matters including performance management, progressive discipline, terminations, and resolution with the bargaining unit for Customer Operations

• Collaborate with the Customer Operations leadership group to ensure optimal staffing levels are in place to meet KPIs.

• Support operational efficiencies and process improvement; maintain Key Performance Indicators and deliver technology enhancements.

• Champion the adoption of automation and AI technologies to enhance operational efficiency, including intelligent document processing and digital self-service tools.

• Strategically implement processes and uphold corporate policies, ensuring the application of a Diversity, Equity, and Inclusion (DEI) approach.

• Maintain high customer and employee satisfaction: manage customer and employee satisfaction through survey results.

• Develop and manage annual and long-term budgets. Collaborate with Workforce Management to ensure accurate contact forecasting, oversee recruitment, staff scheduling, and resource deployment to meet customer service targets.

• Prepare monthly and annual progress and status reports, and employee performance evaluations.

• Apply ethical principles and company values to all decision-making processes.

• Develop, manage, and inspire high-performing teams, fostering a positive and collaborative work environment.

• Develop and execute change management strategies to support organizational restructuring, including communication, training, and stakeholder engagement.

Qualifications

• BA / BS in a related field or equivalent experience.

• Proven track record of developing strong relationships with stakeholders including Executive Leadership Team, Labour Union Representatives, Board Members.

• 5-10 years of experience in a senior leadership role.

• A mindset of innovation to customer service and a digital strategy.

• Proven knowledge and experience in forecasting, budgeting, workforce planning, coaching, and performance management programs.

• Excellent leadership and coaching skills.

• Strong interpersonal, communication, presentation skills, project management, and conflict resolution skills.

• Ability to maintain clarity in conveying ideas and instructions. Willingness to share information and insights that are relevant to team decisions and organizational goals.

• Well-developed methodology skills in project management, process improvement, or analytical methodologies.

• Strategic thinker capable of aligning financial, operational, and human resources domains to achieve department objectives.

• Ability to resolve conflicts with sensitivity and tact.

Our Offer

• 407 ETR usage (taxable benefit)

• Competitive salary, bonus structure

• Competitive vacation package

• Community culture

• Continued education budget

• Expect excellence: Collaborative team, learn, and grow with a high-performance team.

About 407 ETR

Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.

On Highway 407 ETR, we offer peace of mind and a fast, safe, and reliable trip. That’s why millions of drivers rely on Highway 407 ETR to get around the GTA. Every driver we serve is one less vehicle on a congested alternate route, giving drivers more time for the things that matter most.

407 International Inc. is the sole shareholder of 407 ETR and is owned by:

• Cintra Global S.E. which is a wholly owned subsidiary of Ferrovial S.A. (48.29%);

• Canada Pension Plan Investment Board (CPP Investments) and other institutional investors (44.20%); and

• Public Sector Pension Investment Board (PSP Investments) (7.51%)

At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole.

Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive.

Accommodation for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.