Bachelor's degree in Business, Operations, IT, Engineering, or related field, or equivalent experience
8+ years of leadership experience in contact center operations or customer experience transformation
Proven track record in managing and developing people leaders across diverse teams
Successful delivery of large-scale operational or technological transformations
Expertise in deploying operational technology solutions like conversational AI and workforce management platforms
Responsibilities
Partner with senior leadership to establish a strategic roadmap for client enablement
Direct the design and implementation of AI-enabled service capabilities to enhance client experience
Architect an integrated operating framework to eliminate silos and streamline processes
Collaborate with technology partners to prioritize the automation pipeline and ensure compliance
Champion lean process improvement standards to identify automation opportunities
Oversee data and reporting architecture for reliable operational intelligence
Lead and develop a high-performing team across multiple disciplines
Benefits
Hybrid work model
Opportunities for professional development and growth
Access to cutting-edge technology and tools
Collaborative and innovative work environment
Supportive culture focused on continuous improvement
Full Job Description
We're looking for our next Director, Client Enablement. Could It Be You?
The Director, Client Enablement leads the strategic transformation of the contact center's support ecosystem, uniting five key functions-AI Service, Workforce Management (WFM), Training & Quality, Data & Reporting, and Operational Excellence-under a cohesive, technology-driven operating model. Accountable for translating the transformation agenda into measurable operational outcomes, this role establishes the multi-year capability roadmap and partners with technology groups to integrate automation, self-service, and analytics across all channels. As a senior change leader, the Director coaches and develops people leaders, fosters a continuous improvement culture, and ensures service delivery balances high-quality client experience, efficiency, and strict regulatory compliance.
Need more details? Keep reading...
In this role, responsibilities include but are not limited to:
Partnering with the Managing Director, CSS Transformation and Operations to establish the vision and multi-year strategic roadmap for client enablement, challenging legacy practices and introducing disciplined, scalable service delivery models.
Directing the design, implementation, and expansion of enterprise AI-enabled service capabilities (virtual assistants, agent assist, intelligent self-service, and process automation) to systematically lower client effort, optimize handle times, and elevate containment.
Architecting and governing an integrated operating framework across WFM, Training & Quality, Data & Reporting, Operational Excellence, and AI Service to eliminate organizational silos, align capacity planning with automation impacts, and streamline handoffs.
Collaborating with Questrade Technology Group (QTG) and external technology partners to prioritize and govern the contact center product and automation pipeline, ensuring technical viability, solid business cases, and compliance with financial services regulatory and privacy standards.
Championing the lean process improvement standards across client contact channels, establishing mechanisms to identify automation opportunities, eliminate workflow waste, and sustainably maintain performance gains.
Directing the data and reporting architecture to ensure reliable operational intelligence, standardizing performance analytics and KPI frameworks across human and automated channels to inform executive decision-making.
Leading, coaching, and developing a high-performing bench of senior managers and functional leaders across five disciplines, cultivating a culture of curiosity, first-principles thinking, accountability, and high-impact talent growth.
Overseeing departmental resource allocation, budgets, and business case evaluations, serving as a trusted advisor to senior leadership on service innovation and operational efficiency.
So are YOU our next Director, Client Enablement? You are if you...
Have a Bachelor's degree in Business, Operations, Information Technology, Engineering, or a related discipline, or equivalent practical experience.
Have 8+ years of progressive leadership experience in contact center operations, customer experience transformation, operational enablement, or service technology environments.
Have a proven track record of managing and developing people leaders (manager of managers) across multi-disciplinary operational or technical teams.
Have a demonstrated success in delivering large-scale operational or technological transformations that yielded measurable improvements in client experience, cost to serve, or efficiency.
Have demonstrated expertise in deploying and scaling operational technology solutions, including conversational AI, workforce management platforms, or automated workflows.
Additional kudos if you...
Have a Master's degree in Business Administration (MBA) or relevant graduate degree.
Relevant industry certifications (e.g., Lean Six Sigma Black Belt, PMP, Prosci Change Management, or COPC).
Have experience within a regulated financial services, banking, fintech, or securities brokerage environment.
Have In-depth familiarity with low-code/no-code process automation platforms, modern enterprise analytics architectures, and contact center AI platforms
