Operations Manager

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

📋 Description

• Lead, enhance, and optimize key customer operations, encompassing Air Services, Retention, Tier 2 Support, and Application Support.

• Transform customer success strategies into efficient daily operations across a geographically distributed workforce.

• Collaborate with regional leaders, onshore teams, and BPO partners to enhance customer journeys, service quality, retention, revenue growth, and operational efficiency.

• Mentor and develop managers and supervisors.

• Convert strategic objectives into measurable goals, performance expectations, and daily operational priorities.

• Assess workflows, save strategies, and support processes to pinpoint inefficiencies, cut costs, and elevate outcomes.

• Design and uphold scalable standard operating procedures that promote consistency, compliance, and service quality.

• Leverage AI, automation, and workflow enhancements to boost operational effectiveness.

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

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

• Handle critical customer escalations, operational interruptions, and high-value account challenges.

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

• Direct operational projects such as CRM and telephony upgrades, workflow automation, and seasonal peak preparations.

⛳️ Requirements

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

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

• Ability to audit workflows, develop scalable standard operating procedures, and utilize root-cause analysis to address systemic operational challenges.

• Understanding of customer support and commercial performance metrics, with the capability to translate complex data into clear recommendations.

• Experience in executing operational initiatives involving AI, workflow automation, or process optimization.

• Proficient in Microsoft Office, with advanced skills in Excel.

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

• Familiarity with modern CCaaS and CRM platforms, like 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 bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work arrangements, including remote work options.

• Opportunities for professional development and career advancement.

• Supportive and inclusive company culture.