Operations Manager

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

📋 Description

• Oversee, expand, and enhance essential customer operations, encompassing Air Services, Retention, Tier 2 Support, and Application Support.

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

• Mentor and develop managers and supervisors.

• Assess customer workflows, cost-saving strategies, and support processes to pinpoint inefficiencies, minimize expenses, and enhance outcomes.

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

• Leverage AI, automation, and workflow enhancements to streamline processes and bolster operational efficiency.

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

• Conduct root-cause analysis and implement preventive measures alongside corrective action plans.

• Address critical customer escalations, operational disruptions, and high-value account challenges.

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

• Direct operational initiatives such as CRM and telephony upgrades, workflow automation, and preparations for seasonal peaks.

⛳️ Requirements

• A minimum of five years of progressive leadership experience in Customer Success, Contact Center, or Customer Support Operations.

• 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.

• Familiarity with customer support and commercial performance metrics, with the ability to translate complex data into clear recommendations.

• Practical experience in implementing operational initiatives involving AI, workflow automation, or process optimization.

• Proficient in Microsoft Office, with advanced Excel skills.

• Comfortable utilizing reporting and visualization tools such as Power BI or Tableau.

• Experience with contemporary CCaaS and CRM platforms, such as Genesys Cloud and Salesforce, including 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 incentives.

• Comprehensive benefits package, including health, dental, and retirement plans.

• Opportunities for professional development and career advancement.

• Supportive and inclusive work environment.