Head of Client Experience & Operations

Location: Toronto, ON, Hybrid, four days per week
Language: English required, written and spoken

About the Opportunity

This is a senior leadership opportunity to shape how a luxury design-focused organization delivers exceptional client experiences behind the scenes. Sitting at the intersection of operations, systems, and service, this role is critical to ensuring every client interaction is supported by thoughtful processes, strong data, and scalable workflows.

You’ll work closely with executive leadership, operations, and sales partners to elevate the end-to-end client journey across residential and commercial projects. Operating within the luxury interiors and design space, your impact will be felt through smoother execution, empowered teams, and a consistently premium experience as the organization expands across North America.

What’s in it for You

You’ll step into a role with real influence, where your ideas shape systems, standards, and long-term growth. This is a workplace that values collaboration, continuous improvement, and thoughtful leadership.

You’ll also enjoy exposure to strategic expansion initiatives, mentorship at the leadership level, and the chance to build operational foundations that support a growing, design-driven business.

Your Responsibilities

• You’ll define and champion a best-in-class luxury client experience across all operational touchpoints.
• In this role, you’ll oversee the full order-to-cash process, ensuring accuracy, efficiency, and scalability.
• You’ll act as the internal owner of CRM and financial systems, maintaining data integrity and driving adoption.
• You’ll lead, coach, and support the order desk and operations team to deliver consistent service excellence.
• You’ll partner with cross-functional leaders to support expansion into new markets and commercial channels.
• You’ll identify opportunities for automation, process improvement, and operational insight through data.

Skills and Qualifications

• 7+ years of progressive experience in client experience operations, back-office leadership, or operations management.
• Proven leadership experience managing and developing high-performing teams.
• Strong systems expertise, with hands-on experience using CRM and ERP platforms, Salesforce and QuickBooks preferred.
• Excellent internal communication and stakeholder management skills.
• A detail-oriented, proactive mindset with a passion for continuous improvement.

Note from the Hiring Manager

“We’re looking for someone who truly enjoys building strong operational foundations and takes pride in creating exceptional experiences through smart systems and empowered teams.”

Why Partner with Altis

If you’ve never worked with a staffing agency before, we make it easy. We work with top employers across Canada who have great jobs to fill, each vetted and verified by our team. When you apply for a job with Altis, we get to know you as a candidate and learn what your strengths are. Then, if you’re a solid match, we handle all the logistics, advocating for you as a candidate for the role, providing access to coaching and connecting you directly with the hiring manager. And rest assured, all our services are free of cost for candidates.

We appreciate the time and effort all applicants invest in their submissions. Please note that only candidates shortlisted for this role will be contacted directly. However, your profile will remain under consideration for future opportunities that align with your experience and career goals. All qualified applicants will receive fair consideration for employment. We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2SLGBTQIA+ communities. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions. Our human recruiters review all applications and always make the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.