Manager, Customer Operations
$90,000–$125,000 year
On-siteWoodbridge, Ontario, Canada
Job Summary
Develop and implement customer experience strategies across phone, web, mobile app, and service channels to reduce inefficiencies and drive continuous improvement. Analyze customer feedback, surveys, and operational metrics to identify process enhancements and recommend actionable solutions to leadership. Lead the team in monitoring performance against KPIs, ensuring corrective actions are taken to support consistent results and departmental targets. Coach and develop direct reports while managing change management activities for transformational initiatives and new processes. Collaborate with HR on recruitment and employee development to build a highly engaged, motivated team equipped to meet evolving customer needs.
Required Qualifications
- Bachelor's degree in Business, Project Management, or a related field, or equivalent experience
- 5+ years of managerial experience in a customer service, call centre, customer operations, or related environment
- Demonstrated experience leading customer service teams, customer experience initiatives, and/or operational improvement projects
- Strong leadership capability with experience coaching, motivating, and developing employees and people leaders
- Customer-focused mindset with a strong understanding of customer experience principles, service delivery, and operational excellence
- Excellent verbal and written communication skills, with strong stakeholder management and presentation abilities
- Strong problem-solving, time management, organization, project management, and change management skills
- Ability to interpret data, customer feedback, KPIs, and operational metrics to identify trends and recommend improvements
- Innovative mindset with an interest in digital strategy, service transformation, and continuous improvement
- Action-oriented and comfortable working in a fast-paced, evolving environment
- Strong computer proficiency with Microsoft Office tools, Peoplesoft and/or Salesforce, and Workforce Management software
- Business acumen to understand financial impacts, resource planning, and operational decision-making
Desired Qualifications
- Experience working in a unionized environment considered an asset
- French bilingualism considered an asset
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