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Added 12 mins ago
I
Seasonal Customer Experience Representative
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- $15 CAD / hour
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Added 12 mins ago
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barber
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Added 12 mins ago
C
Head of Operations - Service Delivery
Calliere
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- Full-time
Experience 5 to 12 years in operations, including 3+ years leading a high-volume service delivery team
Added 27 mins ago
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Added 27 mins ago
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Added 42 mins ago
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Calliere

Head of Operations - Service Delivery

Toronto, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Experience: Experience 5 to 12 years in operations, including 3+ years leading a high-volume service delivery team
Posting language: English
Posted: Nov 9, 2026

Original job description

Experience 5 to 12 years in operations, including 3+ years leading a high-volume service delivery team

Location Hybrid, in office in Toronto (new office on the way)

Work authorization Canadian work authorization required. No visa sponsorship

The opportunity

Picture a business with decades of brand trust, a huge online audience and demand that keeps climbing. Now picture it rebuilding itself from the ground up as an AI-native company. That's where this role sits.

Sales are moving fast. Your job is to make sure delivery keeps pace and then some. You'll own everything that happens after a client says yes, across five service lines, and turn rapid growth into service that is consistent, efficient and genuinely good. This is a hands-on seat for a decisive, commercially sharp operator who likes building the machine, not just running it.

What you'll own

• The delivery engine. Throughput, turnaround times, backlog, capacity and service levels, end to end.

• The people. Lead and coach a group of Practice Leads and senior delivery managers, with a real operating rhythm of reviews and scorecards.

• The economics. Delivery cost, productivity and contribution margin, built with Finance into budgets and forecasts.

• The rebuild. A roadmap to modernize delivery with automation and AI, shaped alongside the CPO and CTO.

• The plan. Turn sales forecasts and growth targets into capacity and hiring plans, and give the COO a clear, data-driven view of what's coming.

Who thrives here

5 to 12 years in operations, with 3+ years leading high-volume service delivery.

You've led teams of 20 to 50+, including managers who run their own teams.

You've redesigned processes and can show the numbers: productivity up, quality up, cost down.

You're at home in budgets, capacity models and unit economics.

You've pushed AI and automation adoption and turned technology spend into results you can point to.

About the company

A long-established, Canadian-headquartered professional services firm with a strong consumer brand. It was an early mover online and has since built a large, loyal audience and one of the most trusted resources in its space. Now it's going all in on becoming an AI-native business, with the brand, the audience and the momentum to actually pull it off.

Your toolkit

A live throughput and KPI dashboard, AI-native case management, client portals, AI and workflow automation tools, and Lean and Six Sigma methods. The foundations are there. You get to make them sing.

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More about this job

Responsibilities

You will lead the service delivery engine by managing throughput, capacity, and service levels across five service lines. Additionally, you will drive the modernization of delivery processes through AI and automation while managing team performance and financial budgets.

Requirements

The role requires 5 to 12 years of operations experience, including at least 3 years leading high-volume service delivery teams. Candidates must demonstrate expertise in process redesign, capacity modeling, and the implementation of AI or automation technologies.

Skills

Operations management
Service delivery
Team leadership
Process improvement
Budgeting
Capacity planning
Automation
Artificial intelligence
Data analysis
Lean
Six sigma
Unit economics
Performance management
Strategic planning
Change management

Visa sponsorship

Not detected in the job text

Keywords

Operations
Service Delivery
AI-native
Automation
Throughput
Capacity Planning
Unit Economics
Lean
Six Sigma
KPI Dashboard
Case Management
Professional Services
Performance Management
Budgeting
Forecasting
Process Improvement
Team Leadership
Strategy
Technology
Operations Management

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