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Director, Client Operations At GasBuddy

Location: Regina, Saskatchewan

Job Description

Director, Client Operations

Full-Time | Operations | Regina

At GasBuddy, we take pride in helping people by building innovative and comprehensive products for millions of consumers, as well as, gas station owners and fuel retailers. Our world-class team is made up of forward-thinking individuals who are always up for a challenge. Employees are encouraged and empowered to grow, build, and thrive within their career, both professionally and personally.

The Director, Client Operations will bring the voice of our users and clients to all areas of the business to deliver trusted advice and service to help both our GasBuddy users and GasBuddy Business Pages partners thrive. We are seeking an experienced, action-oriented, and dynamic leader responsible for the overall direction of the customer support and client success teams at GasBuddy. As the successful candidate, you will develop, implement, and maintain a strong service model built on customer value, experience, and success.

What You'll Do:
  • Lead the Customer Support and Client Success teams; providing leadership and mentorship to assist the professional development of team members
  • Define the success criteria (team objectives) for the Customer Support and Client Success teams, and ensure accountability for quality improvement processes and policies with each team
  • Manage workflow through managers, while systematically monitoring client health and customer satisfaction ratings
  • Provide detailed feedback to create and improve support strategies, processes, and policies to achieve team objectives
  • Lead communication with other departments, third party service providers, and clients on an ongoing basis to ensure operational excellence
Who You Are:
  • Has an entrepreneurial mindset
  • Possesses a tangible passion to play a significant role in a fast-paced organization
  • Thrives on building highly effective teams and possesses strong people management abilities
  • Values humility, collaboration, and hard-work
  • Master at building and managing effective relationships, both inside and outside of the organization
  • Exceptional at communication and able to write, present, and adjust messages to meet individual audience and organization's requirements.
  • A self-starter who is a critical thinker, analytically-minded, business aware, data-focused, and decisive
  • A change agent with proven experience in Operations Change Management
Nice to Haves:
  • Working knowledge of Zendesk and Salesforce
  • Familiarity with technology, fuel retail, and/or c-store industry
  • Knowledge of inside sales techniques to improve Client Success upsell opportunities
  • Experience with both B2B and B2C markets
  • Experience collaborating with Product Managers and Software Developers to represent customer and user feedback.
About GasBuddy:

GasBuddy's mission is to help consumers avoid paying full price for fuel. As the leading source for crowdsourced, real-time fuel prices at more than 150,000 gas station convenience stores in the U.S., Canada and Australia, millions of drivers use the GasBuddy app and website every day to find gas station convenience stores based on fuel prices, location and ratings/reviews. GasBuddy's first-of-its-kind fuel savings program, Pay with GasBuddy, has saved Americans more than $7 million at the pumps since its launch in 2017. The company's business solutions suite, GasBuddy Business Pages, provides Fuel Marketers and Retailers their best opportunity to maintain their station information, manage their brand, and promote to their target consumer audience. For more information, visit www.gasbuddy.com.

GasBuddy is proud to be an Equal Opportunity Employer. We don't just accept difference we celebrate it and thrive on it. We endeavour to be a diverse workforce that is representative, at all job levels, of the consumers we serve. Qualified applicants will receive consideration for employment without regards to race, colour, religion, sex, age, disability, military status, national origin, or any other characteristic protected under federal, provincial, or applicable local law.