Job Title: Director, Customer Operations
Location: On-site,Toronto, ON
Join the Revolution!
At Go Lime, we’re not just another home services company—we’re here to reinvent the home services management industry. Our mission? To simplify, modernize, and make home comfort solutions accessible with fair pricing, transparency, and zero-pressure sales.
We’re growing fast, and now is the perfect time to join us! If you're passionate about learning and development, and being part of an innovative, fast-growing company in the Home Comfort space, this is the role for you.
About the Role
The Director of Customer Operations will report to the Vice President of Customer Experience, and lead and evolve a high-volume, multi-channel customer operations function serving customers across Canada. This is a hands-on, transformational leadership role with a strong focus on contact centre operations, customer experience, and escalation management.
This role will play a critical part in bringing customer operations in-house from a third-party vendor, building a scalable internal operation, and establishing best-in-class processes, workforce management practices, and service standards. The successful candidate will be a customer-first leader who thrives in complexity, drives operational excellence, and partners closely with cross-functional teams to deliver seamless, high-quality experiences.
This is an opportunity to build, shape, and lead a critical customer-facing function with real impact. The role offers high visibility, meaningful ownership, and the chance to create a best-in-class customer operations model from the ground up.
Responsibilities
Customer Operations & Call Centre Leadership
- Provide strategic and operational leadership for a high-volume, multi-channel customer operations environment (e.g., phone, email, chat).
- Lead the transition from outsourced to in-house operations, including organizational design, hiring, onboarding, training, and governance.
- Oversee daily service delivery operations to ensure consistent and timely resolution of customer inquiries.
- Own performance management across SLAs, KPIs, quality, productivity, customer satisfaction, and employee engagement metrics.
- Develop and execute annual operating plans aligned with broader business objectives.
- Ensure operations are compliant with applicable regulatory, contractual, and risk requirements.
Customer Centricity & Escalation Management
- Champion a customer-centric approach across all levels of the operation.
- Serve as the senior escalation point for complex, sensitive, or high-impact customer cases.
- Establish clear escalation frameworks, decision-making authority, and resolution standards.
- Drive fair, timely, and consistent outcomes for customers while balancing business and risk considerations.
- Use customer feedback, complaints, and escalations to identify systemic issues and improvement opportunities.
Continuous Improvement & Operational Excellence
- Build and sustain a culture of continuous improvement and accountability.
- Lead root cause analysis on recurring issues and implement sustainable, data-driven solutions.
- Simplify, standardize, and optimize end-to-end processes to improve efficiency and customer outcomes.
- Leverage performance data and customer insights to inform decisions and eliminate friction.
Transformation, Tools & Innovation
- Lead change initiatives as the operation adopts new tools, technologies, and operating models.
- Drive automation, digitization, and self-service strategies to improve scalability and consistency.
- Partner with internal teams to enhance CRM platforms, reporting, workforce management, and quality frameworks.
Collaboration & Stakeholder Management
- Collaborate closely with cross-functional leaders (e.g., Operations, Product, Technology, Legal, Finance) to ensure alignment and seamless execution.
- Provide clear, actionable reporting and insights to senior leadership on performance, risks, and opportunities.
- Proactively build stakeholder trust and credibility throughout organizational change and transformation initiatives.
People Leadership & Culture
- Lead, coach, and motivate a large and diverse team of managers, team leaders, and frontline professionals
- Define performance expectations and development goals to support leader and team success.
- Build a high-performing, inclusive culture focused on service excellence, ownership, and continuous learning.
- Strengthen leadership capability and succession pipelines to support long-term growth.
- Promote a positive employee experience while driving engagement and retention.
Qualifications
- 5+ years of progressive experience in customer operations or contact centre leadership, including experience at the senior manager or director level.
- Proven success leading high-volume call centre or customer service operations, ideally through periods of transformation or insourcing.
- Strong background in escalation management, customer advocacy, and complex issue resolution.
- Demonstrated ability to build teams, implement structure, and drive performance in fast-paced environments.
- Hands-on experience driving workforce management, quality assurance, and KPI-driven service delivery performance.
- Strong business acumen with the ability to balance customer outcomes, operational efficiency, and risk.
- Exceptional leadership, communication, and stakeholder management skills.
- Able to operate effectively at both a strategic and hands-on level as needed.
All candidates will be considered, however only qualified candidates will be contacted. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Our HR Team will work with applicants requesting accommodations at any stage of the hiring process.
