Director of Operations

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 1^st 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.

Who is Ackroo?
Ackroo is an innovative SaaS-based technology Company that is consolidating, simplifying and improving the gift card, loyalty marketing, payments and point of sale industry.  Problem solvers, strategic out-of-the-box thinkers, and individuals who are eager to roll up their sleeves and do tactical work will thrive in our entrepreneurial environment.

Why join the "Kroo"?

• Innovation: We foster a culture of innovation and out-of-the-box creativity.
• Transparency: Building trust as a team through transparent, open feedback and communication
• Collaboration + Teamwork: Collaborating with a group of passionate, driven people makes our gears run smoothly.
• Ownership: Not only does our team get to own their projects, through our stock options program, they get to be an owner.
• Excellence: We are a high performing team that expects the best out of ourselves and push our people to continuously evolve

What you'll do

• 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 1^st 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 

What we are looking for:

Must-have qualifications

• Bachelor's degree in Business or related area or equivalent
• 5+ years of senior operations experience with a consistent track record of exceeding targets
• 5+ years of leadership experience (technical, operational and/or sales) 
• 5+ years of B2B customer relations experience
• 5+ years experience in the Payments and/or SaaS industry
• Comfortable reaching out and conversing with contacts, clients, business owners and business leaders at any level
• Top-notch interpersonal communications skills and proven ability to work well in a team environment and independently
• Strong verbal and written communication
• Proficient in the use of Microsoft Office Suite (Excel, Word, PowerPoint)

Assets

• Project Management designation
• Experience with tools such as Zendesk, Netsuite, HubSpot etc.
• Experience in industries such as Petroleum/Convenience, Retail or Hospitality industries
• Previous experience working in software, merchant services, payment services, gift card, loyalty or point-of-sale industry
• Experience working at both a large company and at a start-up company that had an entrepreneurial environment
• Sales and/ or Marketing background

What we offer

• Base salary: $90,000-$100,000 (based on experience)
• Bonus: Up to $20,000 per annum (paid quarterly based on Company goals achieved)
• 3 weeks vacation + 3 sick days + select company days off
• Employer-paid health and dental benefits
• Stock options
• A fun work environment with a great team and lots of snacks

Ackroo is an equal opportunity employer and encourages persons of any race, religion, ethnicity, gender, identity, sexual orientation, age, immigration status, disability, or other applicable legally protected characteristics to apply. If you need accommodations during the recruitment process, please advise our Talent Acquisition team.

We thank all candidates for submitting their applications, but due to the high volume of applicants, we will only be contacting candidates who are selected to move forward in the next step of the recruitment process.

Please visit our careers page to see more job opportunities.