Responsable des opérations régionales, Support Premium

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

📋 Description

• Deliver robust operational leadership for teams comprising approximately 10–15 ambassadors, ensuring high-quality user support.

• Handle complex, sensitive, urgent, and high-risk cases, acting as the primary escalation point for case consultations and escalations.

• Conduct regular meetings with direct reports to review work, provide behavioral coaching, and formulate performance development strategies or plans.

• Develop case-handling guidelines, document and enforce working methods, and oversee the completion of onboarding and continuous training.

• Collaborate with capacity management and workforce planning to assess staffing needs, the impact of contingency planning, and personnel requirements based on workload.

• Enhance ambassador, team, and service performance by setting clear expectations, conducting individual follow-ups, coaching, initiating corrective actions, providing feedback, and preparing quarterly objectives and performance reports.

• Supervise all aspects of staffing and team operations, including hiring, onboarding, talent development, employee motivation, and overall well-being.

• Manage daily activities such as approving leave requests, conducting team meetings, holding one-on-ones, and overseeing talent management.

• Promote openness, transparency, accountability, diversity, inclusion, ethics, compliance, and a high standard of service quality.

• Relay strategic updates and requirements, support internal operational and performance-improvement initiatives, and assess procedures to pinpoint process and performance enhancements.

• Present overall service performance trends and summaries to the Director of Service Delivery.

⛳️ Requirements

• Minimum of 10 years of progressive experience in user support or operations, with at least 5 years dedicated to direct people management and employee lifecycle management.

• Demonstrated track record of enhancing team performance in a management capacity.

• Experience in allocating resources for real-time crisis situations, including high-severity or sensitive cases, along with loss decision-making authority.

• Proficient in analyzing data and generating reports to detect performance trends, as well as developing and enforcing performance-management standards.

• Capability to translate global strategies and objectives into tangible, actionable team goals, covering operational, functional, or performance metrics.

• Willingness to work weekends, holidays, and as needed.

• Outstanding leadership and team-management capabilities, including conflict resolution, providing and receiving feedback, and managing employee and talent-related issues.

• Strong communication skills for effective collaboration with stakeholders and managing sensitive cases in high-pressure situations.

• Excellent organizational skills, resourcefulness, multitasking abilities, attention to detail, and proficiency in resolving cases amidst ambiguity.

• In-depth understanding of user-support operations and processes, with the ability to impart knowledge to the team.

• Strategic thinking and problem-solving abilities for assessing procedures and recognizing improvement opportunities.

• Flexibility to adapt to changing contexts and lead the team through transitions.

• Exceptional coaching abilities, emotional intelligence, and adaptability in feedback and communication styles.

• Cultural awareness and dedication to diversity and inclusion.

• Proficiency in data analysis and reporting tools, including Tableau, SQL, Excel, and Google Sheets.

• Must reside in Canada; currently eligible provinces include British Columbia, Ontario, Quebec, Alberta, and Saskatchewan.

🏝️ Benefits

• Role may qualify for a bonus.

• Role may qualify for equity.

• Comprehensive benefits package.

• Employee travel credits.

• Inclusive application and interview process.

• Reasonable accommodations for candidates with disabilities.