Achievers

About Achievers

The Achievers Employee Experience Platform™ is more than a thank you program. Our recognition platform inspires employees to recognize everyone, everyday, and everywhere – driving results that matter. With almost 4 million global users, the Employee Experience Platform empowers employees in over 170 countries. Visit us at www.achievers.com to learn more and check out our platform in action here. Join our team of A-players who bring passion to our purpose and believe that meaningful change can create extraordinary outcomes.

Our commitment to you:

At Achievers, we hire you for you because we value the unique perspective and individuality that each person brings to our team. We are committed to creating an inclusive, diverse, and equitable workplace where you belong, and your contributions are celebrated. Together, we achieve more by combining our unique strengths, fostering collaboration, and inspiring each other to reach new heights.

The Strategic Customer Operations Programs Manager is a highly visible, cross-functional role that serves as a trusted advisor and right hand to the Chief Operating Officer. This individual leads strategic initiatives across both the Customer Operations division as well as the global organization, aligns divisional execution, and acts as an extension of the COO, supporting strategic planning, strategy execution, strategic project leadership, and guiding operational decision-making.

With a mandate to strengthen how the division operates together and deepen cross-functional collaboration, this role is pivotal in enabling the Customer Operations organization to deliver more cohesive, connected, and customer-centric experiences. The ideal candidate will bring structure, focus, and momentum to complex initiatives, helping unify teams and translate strategic vision into operational excellence that advances customer intimacy at scale.

Responsibilities:

Strategic Leadership & COO Partnership:

• Act as a trusted advisor to the COO, helping prioritize focus areas and operating mechanisms and ways of working to improve strategic impact
• Represent the COO in meetings and key internal forums as a leadership proxy, ensuring alignment and advancing initiatives
• Partner closely with the COO to develop, refine, and execute divisional strategies that support company growth and operational scale
• Track and communicate progress against key priorities, offering clear insight into risks, dependencies, and opportunities

Cross-Functional Program Management:

• Lead high-impact, cross-divisional projects and programs across post-sale functions (Customer Operations): Professional Services (Implementation), Customer Success & Account Management, Support Operations and global Marketplace (Supply Chain, E-commerce).
• Collaborate with Finance, Marketing, Sales, Product, and Operations teams to align resources and remove roadblocks
• Anticipate operational risks, misalignments, and bottlenecks before they escalate; drive root cause analysis and implement preventative solutions
• Launch and lead high-priority initiatives that fall between functions, working cross-organizationally to define scope, success metrics, and execution plans

Operational Excellence:

• Own and improve divisional operating mechanisms, including planning cadences, governance structures, and performance reviews
• Identify inefficiencies and implement scalable solutions that improve quality, reduce cost, and accelerate delivery
• Monitor key KPIs to inform strategic adjustments and ensure teams stay aligned on execution
• Continuously scan for opportunities to improve outcomes, team effectiveness, or customer impact—then make them happen

Customer Centricity:

• Champion a customer-first mindset across all post-sale operations
• Drive cross-functional programs and projects that embed customer-centric thinking throughout the organization
• Partner with customer-facing leaders to reinforce a consistent, high-quality experience at every touchpoint

Executive Enablement & Communication

• Prepare leadership briefings (QBR’s & Operating Reviews), strategic documents, and offsite materials that drive focus and alignment
• Coordinate and facilitateteam meetings, ensuring agendas are outcome-driven and follow-ups are completed
• Act as a critical communication link across the Customer Operations division and broader organization
• Build informal networks of influence to accelerate decision-making and foster accountability across teams

Qualifications:

• 5–8 years in strategic operations, program leadership, or cross-functional execution roles within SaaS, tech, or high-growth environments
• Experience working closely with executive leadership; capable of acting with authority and discretion
• Proven ability to drive complex initiatives and influence outcomes without direct authority
• Strong data-driven thinking, executive communication, and project management skills
• High EQ, professional maturity, and ability to build trust quickly at all levels of the organization

Why you’ll love working at Achievers:

• We are passionate about disruptive technology that’s rooted in science, research and data.
• We understand the value of employee success in the workplace and have been recognized in numerous publications for our contributions to HR, for technical excellence, and for our outstanding workplace culture!
• We foster an environment of connection, security, and community. You’ll feel at home, without reservation.
• We believe in moving quickly, failing fast, and adapting to change.
• We enjoy coming to work every day because we believe in our product and love our culture.
• We’re committed to achieving excellence in everything we do.

Benefits & Perks for permanent full time employees:

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✨ Participation in our Points-based Employee Recognition Program

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Our work environment:

Achievers is a hybrid-first company located at 99 Atlantic Ave in Liberty Village, Toronto. Our hybrid work experience is designed to cultivate an engaging employee experience, where pioneering research intersects with cutting-edge technology. We strongly believe that collocating teams increases the chance to innovate together, foster passive learning, create spontaneous connections, and promote better communication.

Achievers does not offer employment to prospects without first ensuring that qualified candidates speak directly with the hiring manager and a member of our HR team. All qualification will be done face-to-face, whether that is in person or over Zoom. Achievers does not send out offers of employment without meeting candidates and does not offer employment via text. If you are requested for any personal information via text and/or without having met a member of our hiring team in person, please disregard.

Our employees are a diverse and inclusive team of passionate, hardworking individuals. Achievers is an equal opportunity employer, committed to creating an environment where our employees can do the best work of their lives. We encourage all qualified candidates from all backgrounds and experiences to apply to join our A-Player family.

Achievers is committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any accommodations for your interview, such as assistive technology, wheelchair accessibility, or alternative formats of materials, please let us know. We are happy to make necessary arrangements to support your needs.

Achievers does not use AI to make hiring decisions. When you apply to work with us, a real person reads your application—every time. We believe in thoughtful, human-centred hiring, and we think your experience, personality, and potential can’t be judged by an algorithm. That’s why we keep it personal and take the time to get to know each qualified candidate.

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