RSP Operations Director

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.

A few things to know about us

Identity Digital is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, veteran status, marital status, sexual orientation, gender identity, disability or any other category prohibited by local, state or federal law. This policy applies to all aspects of employment, including recruitment, placement, promotion, transfer, demotion, compensation, benefits, social and recreational activities, and termination.

Background Check Statement

At the time of an offer, you will be required to complete a background check. Any offer is contingent upon a satisfactory background check.

Sponsorship Statement

Please note that work sponsorship for this position may not be available now or in the future. While we strive to support our candidates, not all roles will qualify. Eligibility will be reviewed on a case-by-case basis.

Accommodation Statement

We are committed to the full inclusion of all qualified individuals. As part of this commitment, Identity Digital will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, please contact our Recruiting Team at [email protected].