Customer Success Director - Functions

Job Description

Ready to build your career? We want to hear from you.

The Customer Success Director - Functions is a senior role responsible for driving the strategic and operational success of the frontline functions of Integrated Management Systems (IMS). This role oversees project execution teams, support and administration, as well as business intelligence. The Manager will also be responsible for communication, change management, and governance across all interactions and interfaces within the community of practice, ensuring alignment with organizational objectives. Reporting to the Vice President of Integrated Management Systems, the ideal candidate will bring extensive practical operational experience, exceptional communication skills, and strong interpersonal abilities to build robust business relationships.

What You Will Do

• Strategic Leadership: Provide visionary direction to align IMS operations with company goals, overseeing the development and delivery of integrated solutions and services. Foster a culture of collaboration, autonomy, and excellence across Project Execution Systems, Support and Administration, and Analytics.
• Operational Management: Ensure the effective delivery of training services, startup support, technical assistance, and business intelligence, optimizing performance and resource allocation.Communication and Stakeholder Engagement: Promote operational interactions with our project delivery community and support functions, encouraging clear communication and building strong relationships with stakeholders and the broader community of practice.
• Change Management and Governance: Lead change management initiatives to ensure system adoption and establish governance frameworks to ensure consistency and quality in the operations of integrated management systems.
• Performance Monitoring: Establish a feedback and service evaluation framework and promote continuous improvement across all functions.
  
  

This role could be for you if you have :

Skills

• Strategic and Analytical Skills: Knowledge of service management, business intelligence, and integrated systems.
• Leadership and Communication: Strong leadership abilities with the capacity to communicate effectively at all organizational levels. Must be able to articulate complex service structures clearly and persuasively.
• Project Management Expertise: Deep understanding of project management principles with experience in managing large-scale projects and integrating diverse systems.
  
  

Qualifications

• Education: Bachelor’s degree in information technology, Business Administration, or a related field (Master's degree or equivalent experience preferred).
• Experience: 10 to 15 years of progressive experience in operations management, including at least 5 years in a senior executive role within systems, or service delivery functions.
• Proven Operational Impact: Demonstrated practical operational impact in complex, multi-project environments, ideally in the construction sector.
• Proven Success in Managing Diverse Teams.
  
  

Benefits

• RRSP with up to 5% employer matching
• Hybrid work model for corporate roles
• Employee stock ownership program
• Career growth through real development opportunities
• Transit pass reimbursement — get to work for free
• Minimum 4 weeks of vacation from day one
  
  

For the past four years, we've proudly held the distinction of being one of Canada's Top 100 Employers.

Pomerleau is a national leader in construction, delivering major projects across Canada. We believe in creating a workplace where people feel respected, supported, and empowered to grow. Our culture is built on collaboration, trust, and a shared commitment to doing great work. If this speaks to you, apply for this role or connect with one of our recruiters to learn how we can support you throughout the process.