Senior Director, Customer Experience Operations

About Us

SSENSE is a global technology platform operating at the intersection of culture, community, and commerce. Headquartered in Montreal, it features a mix of established and emerging luxury brands across womenswear, menswear, kidswear, and Everything Else.

SSENSE has garnered critical acclaim as both an e-commerce engine and a producer of cultural content, generating an average of 100 million monthly page views.

About the Role

The Senior Director of Customer Experience (CX) Operations is responsible for the strategic delivery, design framework, and innovation roadmap of the organization’s global Customer Care and Asset Protection divisions. Managing three critical pillars – Customer Care, Customer Intelligence & Enablement, and Asset Protection – this executive leader bridges the gap between operational efficiency and high-touch luxury service. You will drive fiscal discipline, architect tech-forward AI workflows, and mitigate financial and physical risks to ensure our brand remains a leader in the luxury market. Ultimately, you will champion a seamless, secure, and data-driven journey for every customer while optimizing the global cost-to-serve.

What You Will Do

• Drive Strategic & Financial Alignment: Harmonize the objectives of Customer Care, Customer Intelligence, and Asset Protection while managing the functional operational budget and optimizing ROI on BPO partners and tech infrastructure.
• Orchestrate Tech-Forward Innovation: Lead the optimization of the customer lifecycle by architecting automated workflows and Generative AI/LLM integrations to dramatically reduce first reply and total resolution times.
• Govern Risk & Brand Integrity: Accountable for the organization's physical and financial safety strategy, ensuring robust fraud prevention strategies and security protocols protect profitability and brand reputation.
• Engineer Performance & Change: Establish and audit global operational KPIs while leading the department through complex operating model transformations and large-scale system transitions (e.g., CRM or OMS).
• Develop People & Culture: Directly coach and mentor the functional leadership team while refining organizational design to optimize communication between technical analysts, security experts, and frontline agents.

Qualifications

• 12+ years of high-stakes operational leadership experience, preferably within Retail or E-commerce, with at least 10 years of direct people leadership experience.
• Bachelor’s degree in Business, Engineering, Operations Management, or a related field.
• Full professional fluency in both French and English is strictly required to lead a global team, translate complex documentation, and interface with diverse stakeholders.
• Deep technical understanding of CRM ecosystems (specifically Zendesk), AI/LLM applications, and physical/digital security frameworks.
• Strong knowledge of complex data sets and engineering frameworks, with a proven track record of managing multi-team Agile/DevOps workflows (e.g., SAFe) and system architecture.

What Sets You Apart

• Analytical Sophistication: You autonomously apply advanced analytical tools and statistical modeling to diagnose systemic failures, translating complex conclusions into clear insights for leadership.
• High-Stakes Influence: You are an exceptional stakeholder manager, systematically aligning cross-functional leadership frameworks, negotiating resource constraints, and navigating conflicting priorities with confidence.
• Ethical Tech Leadership: You champion cutting-edge "Human + AI" workflows, delivering massive productivity gains for the team while ensuring total ethical, legal, and security compliance.
• Mission-Driven Mentality: You cultivate a proactive problem-solving approach, fostering an organizational culture that prioritizes absolute transparency and data-driven decisions.
• Dual-Objective Excellence: You effortlessly balance premium, personalized customer empathy with strict risk mitigation safeguards, with a proven track record of reducing operational costs while increasing NPS.

Why Join Us

• Comprehensive health and dental benefits, including full mental health programs and coverage.
• Generous parental leave program.
• Discount on ssense.com for employees.
• Access to telemedicine and employee/family assistance programs.
• Matching contributions to retirement and savings plans.
• Gender affirmation coverage.
• Opportunity to work with cutting-edge technologies and an innovative team pushing the boundaries of tech.

*SSENSE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you require any accommodations, please let us know. We will do our best to accommodate you!*