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Director of Service Delivery

Remote Vancouver, BC

Are you ready to embark on a career that truly affects people around the world? Trulioo invites you to be a catalyst for change in the dynamic realm of digital identity verification. As the global front-runner in our industry, we are redefining how businesses grow, innovate and comply online.

Picture yourself at the forefront of innovation, contributing to our award-winning platform that enables organizations worldwide to quickly onboard customers, optimize costs and combat fraud. Fueled by Silicon Valley support, Trulioo stands as the trusted platform that can verify more than 5 billion people and 700 million business entities spanning 195 countries.

But Trulioo is more than a tech company. We are a united force of dedicated experts committed to establishing trust online.

Headquartered in Vancouver and with strategic hubs in San Diego and Dublin, we foster a culture of collaboration and open communication. Our offices support a hybrid model and staff typically work three days per week at a hub location. Join us where excitement meets innovation and contribute to a world where trust and technology unite.

What We Offer

  • Comprehensive Benefits: Health, dental, vision, RRSP/401k plans with company match, PTO, parental leave and an education & training fund ($1,000 local currency annually).
  • Flexible Hybrid Working Environment: Our offices provide weekly lunches, delicious coffee and frequent social events. Dedicated parent rooms, gyms (in some locations), lounge spaces and flexible workstations create an environment that supports your well-being.
  • Wellness: We provide a variety of workshops, wellness events and a free subscription to the Headspace app to help our team members perform at their best.
  • Employee Resource Groups: Belonging is an important part of doing your best work. Our ERGs provide an inclusive space, support and community for employees of diverse backgrounds and allies. We host informative, fun sessions and celebrations that are often open to the entire organization.

Position Summary

Reporting to the Vice President, Customer Success, we are looking for a global Director of Service Delivery to optimize post-sale support and implementation. As the Global Director of Service Delivery, you will support the development of a team of specialized technical roles to build trust and foster a world class customer experience to the largest brands in Payments, Online Trading, Banking, Marketplaces and other Financial Services. This position is crucial for ensuring the seamless delivery of support services and the successful implementation of our identity platform. The ideal candidate will possess a strong background in support operations, project management, and customer success, coupled with outstanding coaching skills.

To be a good fit in this role you:

  • Are curious about complex technology and the identity landscape
  • Thrive on working with the highest value customers that bring the most intricate problems
  • Build strong relationships and alignment with other department heads, especially technical fields
  • Relist nurturing and coaching your team to high performance

We are looking for an experienced and thoughtful candidate who has a passion for scaling people and processes at a global level: Vancouver, Dublin, Singapore. This is a full-time position working in a hybrid model with an emphasis on in-person connections in our Vancouver headquarters.

What you'll be doing:

  • Refine the vision and strategy, own reporting, organizational structure, and operations for all technical aspects of the end-to-end customer experience at Trulioo
  • Guide, coach and grow a diverse team of managers, the next generation of high-performers, and teams across three geographies
  • Enthusiastically represent the Trulioo customer experience alongside our Customer Success, Product, Engineering teams to resolve complex, technical issues, document product bugs, and influence our product roadmap to maintain service standards
  • Establish trustful relationships with internal and external stakeholders by building collaborative two-way dialogue to ensure strategic alignment and execution against goals and targets, presenting to large Executive audiences on a regular basis
  • Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place, followed, and evolve in line with industry best practice
  • Own the continued development of our 24/7 customer experience model by adding to current best practices and incorporating best practices technological advancements to ensure SLAs
  • Develop, evaluate and deliver on performance metrics to drive processes and operational improvement

Key skills:

  • Detail-oriented with strong project management, metric reporting, and operational execution skills
  • A customer-centric perspective with excellent listening and problem-solving skills in a fast-paced environment
  • Demonstrated experience managing customer-facing technical support issues and incidents on an API-powered platform
  • Enthusiastic leader motivated to bring the best out of their team with a heavy focus on professional development

You have:

  • Senior Leadership experience and strategic ownership in a B2B SaaS technical support, client services, or customer-focused organization
  • Demonstrated coaching, mentoring, and recruitment experience building and managing technical customer-facing teams
  • Proven skills working in a diverse and collaborative environment, willing to roll up your sleeves to make a lasting difference on our customers, drive change and improvements to service delivery, and support goals
  • Excellent communication skills and ability to articulate complex technical solutions to various audience levels of expertise
  • Effective time and organizational change management skills and ability to overcome obstacles to meet deadlines

It's a bonus if you have...

  • Experience supporting a platform that provides a critical service in a compliance environment for regulated Enterprise organizations
  • Exposure to web and mobile application development
  • Experience working with XML, and JSON
  • Experience working with cloud hosting providers, AWS, Azure and/or Google Cloud
  • Experience managing documentation and projects with Atlassian tools
  • Knowledge of common IT service delivery frameworks such as ITIL

Thriving at Trulioo

At Trulioo, you’re not just an employee. You’re a valued member of our Trulicrew on a journey of professional and personal growth with a world-class organization. With Trulioo, you have the power to revolutionize the intersection of technology, digital trust and online identity to open the global economy to everyone. Together, we can shape the digital future.

We’re on the lookout for exceptional people to empower with trust, autonomy and the freedom to cultivate their potential. Your curiosity, meticulous attention to detail and passion to contribute are highly valued. If that resonates with you, apply today to become a part of our team. Join us in shaping a future where your career isn’t just a journey but also a boundless exploration into the possibilities of technology and digital identity verification.

If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that minorities and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply.

Trulioo welcomes applications from people with disabilities. Support is available upon request for candidates taking part in all aspects of the selection process. Finally, we know from time-to-time emergencies happen and you may need to reschedule an interview - we understand and encourage you to be in communication without worrying about losing the opportunity or your credibility.

Privacy Notice

Trulioo collects, processes, and discloses personal data solely for the purposes reasonably required to establish, manage, or terminate an employment relationship. This includes:

  • your name and contact details, including email and phone number; and
  • details of your qualifications, skills, and relevant experience.

For more information, please visit Trulioo’s Privacy Policy.

Trulioo believes the information in this publication is accurate as of its publication date. The information contained in this publication is subject to change without notice.


No part of this document may be reproduced without the express written consent of Trulioo Information Services Inc.

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