Director of Operations

at  Ackroo Canada Inc

We are seeking an innovative, operational & technical skilled, hands-on Director of Operations for a permanent full-time position at our Hamilton office. Reporting to the head of Operations this senior manager will be responsible for re-defining, implementing and executing an effective tactical operational strategy to on-board, support, train, retain, cross sell and expand our merchant portfolios. You will directly manage the On-boarding & support team who not only is the 1st line of support for all of our merchants they also fully own the retention and development of our customer portfolio which is made up of Ackroo’s 1 and 2 location merchants. This individual will be expected to not just lead but also be a primary operations and support contributor for the Company. They will implement new processes and tools to drive efficiency and effectiveness. As a member of the leadership team, you will help drive profitability, develop and attract key staff, and drive strategic product direction for Ackroo from client and customer feedback and industry insights gathered.

• Execute all On-boarding and support of all merchant types across the business
• Manage production which includes card and collateral ordering processes and fulfillment
• Manage the company’s deployment processes making sure there is daily analysis and delivery
• Lead all 1st line technical support. Execution, improvement and in team development
• Improve retention of our merchant base and improve cross sell success to provide more combined value to our growing clients and customers
• Support marketing initiatives to drive better merchant engagement and product understanding
• Provide sales and office admin support
• Build, manage, and expand relationships with current and potential internal and external stakeholders.
• Provide vendor management of all operational vendors. This includes selection, negotiation and at time implementation of tools./vendors
• Grow our customer portfolio by introducing additional products and services the company offers during every support ticket
• Perform market research and SWOT analysis to help the business gain understanding of our customer and client portfolios while also providing competitive analysis.
• Deliver insightful, actionable and effective reporting on the department.
• Actively monitor and manage the performance of staff to ensure that daily, weekly and monthly goals are met or exceeded
• Oversee the recruitment and training processes of new team members.
• Provide performance management feedback and corrective action to direct reports when required.
• Exceed company process, growth and retention targets