WORKING AT GENIUS SOLUTIONS:

Genius ERP is a fast-growing player in the ERP software field for custom manufacturers across North America. We develop powerful technology solutions that simplify the complexity of manufacturing operations, and we are looking for talented people who want to make a real impact in a collaborative, dynamic, and innovation-driven environment.
We are looking for a passionate and results-oriented Director – Professional Services to play a key role in the success of our manufacturing clients. Their mission: accelerate client growth by rigorously and energetically driving our professional services.

By embodying our values of Curiosity, Trust, Energy, and On a Mission, this person will:

• Lead the operational management of the department,
• Motivate and develop teams,
• Manage large-scale client escalations as the final point of contact.

They will act as a close leader and a key member of the operations committee, ensuring smooth collaboration between departments (Support, Customer Success, Administration, Sales, Product).

DO I HAVE THE DESIRED SKILLS AND EXPERIENCE?

• Excellent leadership and management skills with multidisciplinary teams.
• Solid experience handling high-level client escalations.
• Strong ability to analyze and monitor performance indicators (KPIs).
• Experience in managing budgets and human resources.
• Conflict resolution and interpersonal communication skills.
• Ability to work cross-functionally with multiple departments.
• Strong organizational rigor and sense of priorities.

• Team management & leadership
• Provide training, supervision, and professional development for staff.
• Coach, advise, and motivate teams to foster collaboration and innovation.
• Conduct performance reviews, periodic evaluations, and salary reviews.
• Manage HR matters: recruitment, onboarding, performance management, emotional management, termination decisions.
• Performance management & objectives
• Define, monitor, and analyze KPIs related to project and team performance.
• Contribute to achieving revenue, productivity, and delivery quality goals.
• Analyze performance indicators and usage reports to guide operational adjustments.
• Prioritize requests based on added value and available resources.
• Operational management & coordination
• Manage budgets and ensure optimal use of human and material resources.
• Develop and implement action plans, policies, and procedures.
• Manage internal conflicts and proactively resolve issues.
• Collaborate with other departments to streamline processes and improve the customer experience.
• Client escalations & operational decisions
• Act as the final point of contact for major client escalations, ensuring clear and effective communication with internal and external stakeholders.
• Oversee resolution of critical issues and ensure client satisfaction.
• Actively participate in the operations committee and contribute to tactical decision-making.
• Promote a culture of innovation, performance, and collaboration.
• Other related tasks as required.