Operations Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee, enhance, and expand key customer operations, which encompass Air Services, Retention, Tier 2 Support, and Application Support.

• Convert the customer success strategy into actionable goals, performance benchmarks, and daily operational focuses.

• Mentor and develop team leaders and supervisors.

• Assess customer workflows, retention strategies, and support processes to pinpoint inefficiencies, lower costs, and elevate outcomes.

• Establish and uphold scalable standard operating procedures to ensure consistency, compliance, and high service quality.

• Leverage AI, automation, and process improvements to streamline operations and enhance operational efficiency.

• Evaluate customer success and operational metrics, such as FCR, CSAT, NPS, CES, save rates, SLAs, GDS, and data from Salesforce and Genesys Cloud.

• Conduct root-cause analyses and develop preventative measures and corrective action plans.

• Address critical customer escalations, operational interruptions, and issues related to high-value accounts.

• Collaborate with Contact Center, IT, Sales, Product, Operations, and BPO teams on enhancements in policy, process, and technology.

• Spearhead operational initiatives, including CRM and telephony upgrades, workflow automation, and preparations for seasonal peaks.

⛳️ Requirements

• Minimum of five years of advancing leadership experience in Customer Success, Contact Center, or Customer Support Operations.

• Proven experience in leading managers or supervisors within intricate, distributed, or global operations.

• Capability to audit workflows, create scalable SOPs, and utilize root-cause analysis to address systemic operational challenges.

• Proficient understanding of customer support and commercial performance metrics, with the ability to distill complex data into actionable insights.

• Experience in implementing operational initiatives that involve AI, workflow automation, or process optimization.

• Expertise in Microsoft Office, particularly advanced skills in Excel.

• Familiarity with reporting and visualization tools such as Power BI or Tableau.

• Experience with contemporary CCaaS and CRM platforms, including Genesys Cloud and Salesforce, particularly in telephony workflows and queue management.

• Bachelor's degree in Business Administration, Operations Management, or a related field, or equivalent practical leadership experience.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work environment with remote work options.

• Engaging company culture and team-building activities.