Director, Business Operations & Customer Success

Hiboo Networks Inc. is adding a Director, Business Operations & Customer Success to serve as an innovative leader during our next phase of growth. We are a fast-growing, facility-based Data Networking provider, operating our own 100% fibre network, focused on providing enterprise-grade data communications, internet and cloud services.

In this role, you will be the primary architect and implementer of Hiboo’s non-technical infrastructure. While our engineering teams build “advanced networks,” you will operationalize the “business engine” that allows us to sell, deliver, and support our networking solutions at scale. You will connect the business processes of sales, finance, and technical operations to ensure that as we grow, our internal processes remain agile and efficient while our customer service remains high.

What You'll Do

1. Channel & Product Implementation

  • Design and launch the Partner Enablement Program to support Value Added Resellers (VARs).
  • Develop and manage the Product Development Lifecycle (PDLC) to ensure product and operational readiness.
  • Develop the operational framework for deal registration, partner margins, legal review, and joint GTM workflows.

2. Internal Business Processes

  • Scale and automate the “Lead-to-Cash” lifecycle.
  • Establish processes to enable clear hand-off points from sales to network operations team members.
  • Standardize how Hiboo interacts with vendors and partners to ensure delivery matches our growth pace.
  • Create standard architecture, definitions, and requirements for Hiboo’s products and services.

3. Customer Success & Service

  • Build the blueprint for a proactive Customer Success processes.
  • Implement KPIs for customer health, churn reduction, and Time-to-Value (TTV).

What We're Looking For

  • Proven Operations Experience: 10+ years specifically within B2B SaaS or hardware/networking sectors.
  • Channel Maturity: Proven track record of taking a company from direct sales only to a robust multi-tier channel model.
  • Data-Driven: Proficiency in Salesforce or HubSpot, ERP integrations, and BI tools to track operational velocity.
  • Business Acumen: Experience building business agreements, evaluating business cases, financial analysis, and contract review/negotiation.
  • Startup DNA: Experience building new markets and scaling a business (e.g., “building the plane while flying it”). A hands-on, roll-up-your-sleeves and get-it-done approach.
  • Strategic Thinker: You can see the big picture and translate it into a clear, actionable plan.
  • Excellent Communicator: Strong presentation, negotiation, and interpersonal skills.
  • Local Context: A deep understanding of the Ottawa tech ecosystem and logistics.

Need to Have

  • A Post-Secondary Diploma or Degree in Business, Finance, or Engineering or another related discipline.
  • A minimum of ten (10) years of progressive business operations experience in the B2B SaaS or hardware/networking sectors.
  • A minimum of five (5) years of leadership skills with experience in channel partnerships and Product Development Lifecycle (PDLC) management.
  • Proven ability to establish effective internal processes from sales, finance, and technical operations.
  • Strong communication skills with the ability to effectively lead and articulate the strategic imperatives of the business.
  • Demonstrated collaboration skills with an agile attitude to “receive the ball and run with it.”
  • Integrity; is trustworthy, fulfills commitments, and does what is right.

Great to Have

  • MBA is an asset.
  • Experience in a start-up organization and/or the IT/telecommunications industry is an asset.
  • Bilingual and the ability to effectively communicate to business leaders in both English and French is an asset.

Why should you join the Hiboo team?

  • Compensation and Incentive Program.
  • Benefits and RRSP Matching Program.
  • Generous Paid Leave.
  • Employee Referral Bonus.
  • Wellness Reimbursement Program.
  • Home Office Reimbursement Program.
  • Cell Phone Reimbursement Program.
  • Employee Assistance Program.
  • Professional Development.
  • Flexible Work Arrangements.

Why Join Us?

This isn't just a job; it's a chance to apply your experience and be a foundational part of a company poised for significant growth. If you're an operations business leader who wants to make a real impact and build something great, we want to hear from you.

Hiboo offers employees flexible work arrangements; however, this position is located in Ottawa, and face-to-face meetings with the team will be required. We value the innovation and teamwork that happens when employees come together and are committed to establishing a dynamic workforce that reflects the community it serves. We are stronger together!

Hiboo Networks Inc. is committed to establishing a qualified workforce that reflects the diverse population it serves and we encourage applications from all qualified individuals. We are committed to preventing and removing barriers to employment for people with disabilities and invite you to contact us if you have questions regarding accessibility or accommodation.

If you are looking to join a new dynamic organization that values entrepreneurial thinking, excellence, innovation, integrity, teamwork and best in class service, we want to meet you!

Please apply by sending your resume to [email protected].