Customer Service Manager - London, ON

Veralto Global•London, ON

1d•CA$80,000 - CA$90,000•Hybrid

About The Position

Trojan Technologies, a Veralto company, is seeking a Customer Service Manager to lead and develop a high-performing customer service team. This role is responsible for driving operational excellence and continuous improvement across the end-to-end customer experience. The position is located in London, Ontario, Canada and will be hybrid. The role involves managing a team (75%) by providing leadership and driving strategic processes to establish a world-class customer support organization, ensuring a high level of support for both external and internal customers. Additionally, the role is responsible for driving the Customer Health Index (CHI), an enterprise framework for measuring customer health across the lifecycle, through disciplined Daily Management to enable early risk detection, prioritize actions, and drive sustained improvements in customer confidence, retention, and long-term value (25%).

Requirements

Bachelor’s degree or post-secondary education in a related discipline
5+ years of customer-facing experience with progressive responsibility in a service, operations, or industrial environment
2+ years of people leadership experience, including direct supervision of a team
Demonstrated experience managing order-to-delivery or order management processes in a complex environment
Proven ability to analyze operational/customer data and drive measurable process improvements
Experience working cross-functionally with multiple business functions (e.g., Sales, Operations, Supply Chain) to resolve customer issues

Responsibilities

Lead and develop teams through situational leadership and coaching.
Collaborate effectively with cross-functional partners across Customer Service, Sales, Technical Support, Operations, Supply Chain, and Finance.
Analyze operational and customer data (e.g., CS Team, CHI, CSAT within Aria Filtra), identify trends and gaps, and apply structured problem-solving methods to drive sustainable process improvements.
Manage order-to-delivery processes, prioritizing multiple tasks, organizing and ensuring efficient execution that supports a high-quality, end-to-end customer experience.
Meet department goals for productivity, quality, and opportunistic sales by guiding and monitoring the team for adherence to current processes and goals.
Develop a team to perform complex customer service roles and ensure standard work is defined.
Constantly evaluate the current state for opportunities for continuous improvement.
Achieve key performance indicators (KPIs) through visual management and countermeasures.
Drive Customer Health Index (CHI) through disciplined Daily Management, integrating cross-functional performance indicators to enable early risk detection, prioritize actions, and drive sustained improvements in customer confidence, retention, and long-term value.