Job Description

Chief of Staff, CX
Department: Professional Services
Employment Type: Full Time
Location: Canada - Remote (0002)
Reporting To: Ilene Landon
Description
This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely. #LI-Remote
The Chief of Staff (known internally as Director, CX Strategic Priorities), will serve as a trusted advisor and strategic partner to the Senior Vice President of Customer Experience, driving cross-functional initiatives that align with Vena's departmental and enterprise-wide goals. This role is responsible for orchestrating strategic projects, facilitating executive-level collaboration, and ensuring operational excellence across the CX organization.
Working closely with senior and executive leaders within CX and other departments, the individual will lead process analysis efforts, identify improvement opportunities, and recommend solutions to address critical business challenges. The role also supports executive communications by developing high-impact presentation materials and synthesizing updates from CX leadership into actionable insights and status reports. A key responsibility is to surface and highlight priority areas requiring attention from the SVP of CX, enabling informed decision-making and strategic alignment.
How You'll Make an Impact

• Partner closely with the SVP of Customer Experience as a trusted advisor to drive the CX function's strategy, priorities and annual business planning processes
• Lead and manage cross functional projects by facilitating collaboration across CX and other departments, ensuring timely execution, alignment with business priorities and resolution of key business challenges
• Conduct process analysis and recommend improvements to enhance operational efficiency and customer experience outcomes.
• Develop executive-level presentation materials (including board slides), reports, and dashboards to communicate progress, priorities, and insights.
• Coordinate with the SVP's direct reports to gather updates, track progress, and highlight critical areas requiring leadership attention.
• Support strategic planning cycles, including goal setting, performance tracking, and resource alignment.
• Act as a thought partner to the SVP, helping to shape agendas, prepare for key meetings, and ensure follow-through on action items.
• Collaborate across CX sub-functions with Finance and Operations on forecasting and financials
• Collaborate with Operations to create and/or optimize dashboards and summary data required to track KPIs.

We'd Love to See

• Proven experience in a Chief of Staff, Strategy, Operations, Program Management, or similar leadership support role, ideally within a Customer Experience or Professional Services environment.
• Experience in a SaaS CX organization (Professional Services and/or Customer Success).
• Strong business acumen with the ability to move fluidly between strategy and execution, linking departmental initiatives to organizational goals
• Exceptional communication and presentation skills, with experience preparing materials for senior and executive audiences.
• Demonstrated ability to lead cross-functional initiatives and influence without direct authority.
• Analytical mindset with experience in process improvement, operational analysis, and change management.
• Highly organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment.
• Comfortable working with ambiguity and driving clarity through structured problem-solving all while operating with a strong sense of urgency and attention to detail to strive for execution excellence
• Strong facilitation skills and proficiency in the Microsoft Office suite
• Interest in AI and willingness to explore AI-driven solutions to enhance performance and drive efficiencies

Why Choose Us:
We offer competitive and comprehensive total rewards packages that we review yearly to stay ahead of the market! Transparency is key, we keep you in the loop on how we design our comp programs. Build your future with our Employee Stock Option Program, Retirement Savings, Support & 401k Matching Programs.
Level up your skills with Vena! We support your journey with education subsidies, professional development programs, and learning opportunities to help you grow your career and reach your goals. Your future is bright and we're here to invest in it!
Your well-being = our priority! Great health & dental plans, wellness sessions (virtual & in-person), Employee Assistance Program (EAP), and a free Headspace subscription to support your mental health.
Vena is everywhere you are! With offices in Toronto, London, and Indore, as well as team members across the United States, EMEA and beyond, we're a truly global company. Collaborate with colleagues around the world and bring diverse ideas to life: no passport required!
Recharge with generous leave options - perfect for vacation, wellness, personal time, parental support, volunteering, and more.
We embrace a flexible culture that supports different ways of working, depending on the role and location. While some of our teams enjoy hybrid arrangements, others thrive in-office or remotely. With modern workspaces in Toronto, Indore, and London, we offer inspiring environments when you need them - and the freedom to work in ways that work best for you and your team.
At Vena, we don't just keep up, we're leading the way! ?
We empower team members at every level to actively explore AI best practices, identify meaningful opportunities to apply AI in their work, and champion innovative solutions that drive impact.
By fostering a culture of curiosity, innovation, and responsible use, we're building a future where AI enhances how we work, think, and lead. From automating workflows to enhancing insights, AI is woven into everything we do.

Skills Required