Director of programs (IoT, cloud and big data)

Our client is a company that offers cloud computing technology for data collection and management services targeted primarily at the gambling sector, with an international client base. They are currently looking for a Director of programs.

Nature of position

Under the COO supervision, yu will see to lead a team, solve technical problems and build a world-class customer service approach. Exceptional, communication skills, strong leadership and self-organization are the core of this mission-critical position that we have created to support our rapid growth.

• Expand our customer service team with technicians and agents on all continents ;
• Cultivate the education and autonomy of the technicians and agents to be more knowledgeable so as to solve more problems more rapidly ;
• Evolve our install, training and support processes to ensure compliant responses times as per our various SLA, quality control, and high levels of customer satisfaction ;
• Develop KPIs, benchmarks, and other measures of success for a best-in-class customer experience
• Manage a team of 10+ people globally distributed ;
• Manage, monthly, weekly and daily work assignments and allocation for staff for installations, training and 24/7 support on a cost-effective basis ;
• End to end planning and managing of client projects directly with our clients ;
• Develop, update and ensure the application of our standard operating procedures and policies ;
• Provide operational support and guidance to staff ;
• Manages customer service issues, ensure quality control and precision of resolutions as well as conduct satisfaction surveys ;
• Conduct regular meetings with team to discuss about support tickets, installs and improvements ;
• Develop and maintain an high quality end-user and employee knowledge base ;
• Be responsible for team staffing and training of candidates ;
• Perform all other tasks compatible with your duties.

Required qualification

• Bachelor of Science and Technology Degree or equivalent ;
• 10+ years of management experience in the information technology sector or cloud software solutions with a high focus on operations and customer experience
• Bilingualism (French and English spoken and written) ;
• Loves to work in a start-up environment with understanding of SaaS model commercialization ;
• Solid understanding and hands-on experience with product onboarding, client support and user training;
• Ability to manage priorities and coordinate many projects/tasks simultaneously while staying focused on results;
• Logistics planning, deployment and coordination experience ;
• PMP Certification or Scrum Master Certifications would be highly regarded ;
• Ability to travel.

Education / training

Bachelor in computer science

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