Sr. Operational Excellence Lead in Toronto

At Softchoice, a World Wide Technology (WWT) company, we work together to make a new world happen. As an IT solutions provider serving U.S. commercial and SMB organizations, as well as the entire Canadian market, we help organizations turn ambition into real‑world outcomes through the delivery of secure cloud, AI, software and digital workplace solutions that enable agility, innovation and growth.

With a highly engaged, high‑performing team, we are certified as a Great Place to Work® in both Canada and the United States, and have been recognized as a Best Workplace in Canada for more than 20 years. We stand proudly for our people and their success through career development and advancement, and continuously strive to do what’s good for our people and communities.

The impact you'll have:

The Senior Operational Excellence Lead, Territory Sales Division (TSD) ties the division’s cross‑functional teams into one cohesive execution engine. This role is the glue that turns TSD strategy and initiatives into consistent, measurable execution across sales, pre‑sales, marketing, digital, and supporting teams.

The role owns the SMB marketing calendar and actions, and builds e‑commerce strategy into every customer call. It defines success lanes for each organization and engine, with key measurables and a KPI framework for each, and reports engine KPIs and outputs against the business plan and commitments. It is a strategic partner to the Vice President, TSD, and works at the director level across the division and supporting organizations.

This role does not manage sellers. It owns execution and alignment, and helps the VP, TSD connect the division with all supporting organizations and engines. It reports to the Vice President, TSD, and works as a senior individual contributor with no direct reports, with significant autonomy and broad influence across the division.

What you'll do:

• Cross‑functional execution and alignment
  • Own end‑to‑end execution across the division’s engines.
  • Align sales, pre‑sales, marketing, digital, and supporting teams on shared priorities, owners, timelines, and dependencies.
  • Translate the VP, TSD’s strategy and annual priorities into an integrated execution plan with clear milestones, accountabilities, and success criteria.
  • Resolve cross‑team handoffs, conflicts, and gaps, and elevate decisions to the VP, TSD with clear options and recommendations.
  • Represent TSD in enterprise forums with supporting organizations and engines, and shape how they serve the division.
• Business planning, KPIs and performance
  • Define success lanes for each organization and engine, with key measurables tied to the TSD business plan and commitments.
  • Design and own the KPI framework and dashboards for each engine, including metric definitions, data sources, targets, and cadence.
  • Analyze engine performance to find root causes and risks, and recommend and drive corrective action across teams.
  • Quantify the business impact of initiatives, and advise the VP, TSD on where to invest, stop, or change course.
• Operating rhythm and executive reporting
  • Run a weekly touch point with each team and engine to review progress, blockers, and commitments.
  • Present engine KPIs and outputs to TSD leadership and the VP, TSD each week, tied to the business plan and commitments.
  • Hold leaders accountable to agreed outcomes by tracking actions to completion.
  • Own inputs and executive narrative for monthly and quarterly business reviews and senior leadership updates.
• Marketing and digital execution
  • Own the SMB marketing calendar and actions.
  • Align campaigns, events, and offers with Marketing and sales priorities, and ensure they support pipeline and revenue targets.
  • Ignite the marketing engine by focusing on both sales engagement and digital execution, with measurable goals for each.
  • Build e‑commerce strategy into every customer call, partnering with Digital and Sales leaders on conversion, adoption, and customer experience.
  • Measure campaign and program impact on pipeline, conversion, and revenue, and adjust plans based on results.
• Change leadership and operational improvement
  • Lead division‑wide process improvement initiatives that remove friction, duplicated effort, and inefficiency across teams.
  • Define and spread standard playbooks, best practices, and ways of working.
  • Mentor and share best practices with peers in operations and program roles.
  • Lead change management for new tools, programs, and AI‑enabled practices, including adoption targets and outcome tracking.

What you'll bring to the table:

• 8+ years of progressive experience in business operations, sales or marketing operations, strategy, or program management, with 4+ years leading complex, cross‑functional initiatives in a technology, software, cloud, or services organization.
• Proven track record of driving execution across multiple teams and engines without direct authority, including at director level.
• Experience designing KPI frameworks and executive dashboards, and presenting performance and recommendations to senior leaders.
• Strong working knowledge of SMB sales and marketing, including campaign planning, demand generation, and e‑commerce or digital selling.
• Strong analytical skills, with proficiency in CRM (such as Salesforce), BI tools (such as Power BI or Tableau), and Excel.
• Advanced program and change management skills; PMP, Lean Six Sigma, or similar certification is an asset.
• Executive presence and exceptional written and verbal communication.
• Bachelor’s degree in business, marketing, or a related field required; MBA or equivalent experience preferred.

Not sure if you qualify? Think about applying anyway: We understand that not everyone brings 100% of the skills and experience for the role. At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds. Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.

Why You’ll Love Working Here:

• The People: You’ll thrive in our collaborative environment, surrounded by incredible colleagues who foster support and innovation, driving our collective success.
• High‑Performing Culture: At Softchoice, we are dedicated to achieving our goals and committed to success for our customers and each other.
• Flexibility: Plan your workdays in a way that suits you best.
• Award‑Winning Workplace: Proudly recognized as a Great Place to Work for 21 consecutive years.
• Inclusive Culture: We are committed to a company culture where every team member can be their authentic self.
• Competitive Benefits: Benefit from competitive perks that start on day one.

Inclusion & Equal opportunity employment: We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

Require accommodation? We are ready to help: We are proud to provide interview & employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to asktalentacquisition@softchoice.com. We are committed to working with you to best meet your needs.

Our commitment to your experience: We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will be doing the same.

Before you start with us, we will conduct a criminal record check, verify your education, and check your references. When you join Softchoice, we will onboard you remotely. Don't worry. It's quick, simple and you'll be connected with your new team in no time.