Summary / Objective

The RSP Operations Director supports strategy development for Identity Digital's premium RSP customers. This role serves as a senior operational and strategic point of contact for Account Managers and premium customers, driving alignment between client needs and Identity Digital's organizational goals. This role will also serve as a point of contact to guide our Technical Support team in business-related escalations, and deliver white-glove service to the client.

This role reports to the VP, RSP Operations.

This is a hybrid position from our Toronto office.

What You'll Do

• Own collaboration between cross-functional teams to resolve issues promptly while preserving business and organizational reputation
• Act as primary point of contact for day-to-day operations for account managers and acts as an escalation point of contact for customers.
• Lead development, writing, and maintaining process documents, guides, and other documentation maintained by the account management team
• Analyze account activity using dashboards and data to recommend strategies for growth and improvement (e.g., DUMs, revenue)
• Prepare reports on RSP business and trends for review during management meetings, identifying and addressing key issues as needed
• Recommend potential opportunities for the RSP unit, driving incremental bookings and long-term growth
• Develop presentations, writing, and storytelling with data to align with customer expectations
• Develop strategies in collaboration with VP, RSP Operations, for team members to collaborate with customers, advance their business needs, and foster Identity Digital's involvement in long-range strategic planning
• Build strong, professional relationships with clients, demonstrating leadership and subject matter expertise to earn their trust
• Partner with Account managers to develop strategies to ensure alignment with customer expectations while maintaining business outcomes that positively meet Identity Digital's organizational goals.
• Review monthly bookings variance files and track trends, recommending actions to address significant variances
• Track the success of project launches using quantitative and qualitative data, flagging issues and identifying trends as needed
• Support, mentor, and guide Account Managers
• Synthesize RSP business data, market trends, and client insights to inform forward-looking recommend; bring clarity and urgency to key priorities in collaboration with the VP, RSP Operations
• Provide mentorship and guidance to Account Managers and Associate Account Managers during escalations and strategic planning
• Actively models and promotes Identity Digital's core values through day-to-day interactions, behaviors, and decision-making
• Other duties as assigned

Who You Are / What You Bring

• 10+ years of progressive experience in a senior role in technical account management businesses or equivalent experience managing high profile clients
• Experience providing mentorship, training, and/or leading technical teams
• Bachelor's degree in Engineering, Technology or a relevant field or equivalent experience
• Experience with preparing professional presentations for review by leadership teams
• Experience with JIRA, Salesforce, SQL, preferred
• Experience in the internet infrastructure space preferred
• Demonstrated ability to communicate complex information with clarity and purpose across diverse audiences including senior leadership, clients, and cross-functional partners with strong skills in shaping narratives that build alignment and drive decisions
• Experience driving projects that will help maintain improve customer satisfaction, reduce operational costs, increase revenue
• Demonstrated experience balancing and delivering on multiple simultaneous projects successfully
• Ability to travel as needed
• Ability to work across time zones as part of a global organization as needed
• Reliable transportation to the workplace

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times

Salary Range

The base salary range for this full-time position is CAD $123,000 - $163,000 (flexibility based on experience) plus additional benefits. In addition, the successful candidate will be eligible to receive other compensation from time to time in the form of discretionary and/or nondiscretionary bonuses and long-term incentive plan. Actual compensation will be influenced by a candidate's qualifications, internal employee equity considerations, and location. We will not ask for information about a candidate's current or past compensation for purposes of developing an offer of employment.

Note: Benefits programs are subject to eligibility requirements and may vary in certain locations.