Manager, Customer Operations

407 ETR•Vaughan, ON

8d•CA$90,000 - CA$125,000•Onsite

About The Position

The Manager, Customer Operations is responsible for leading customer-focused operational strategies that enhance service delivery, improve the overall customer experience, and support employee engagement. This role identifies inefficiencies, recommends process improvements, and leads initiatives that drive continuous improvement across customer touchpoints. The Manager also plays a key role in coaching and developing direct reports, supporting change management activities, and ensuring the team is equipped to meet departmental targets, KPIs, and evolving customer needs.

Requirements

Bachelor’s degree in Business, Project Management, or a related field, or equivalent experience.
5+ years of managerial experience in a customer service, call centre, customer operations, or related environment.
Demonstrated experience leading customer service teams, customer experience initiatives, and/or operational improvement projects.
Strong leadership capability with experience coaching, motivating, and developing employees and people leaders.
Customer-focused mindset with a strong understanding of customer experience principles, service delivery, and operational excellence.
Excellent verbal and written communication skills, with strong stakeholder management and presentation abilities.
Strong problem-solving, time management, organization, project management, and change management skills.
Ability to interpret data, customer feedback, KPIs, and operational metrics to identify trends and recommend improvements.
Innovative mindset with an interest in digital strategy, service transformation, and continuous improvement.
Action-oriented and comfortable working in a fast-paced, evolving environment.
Strong computer proficiency with Microsoft Office tools, Peoplesoft and/or Salesforce, and Workforce Management software.
Business acumen to understand financial impacts, resource planning, and operational decision-making.

Nice To Haves

Experience working in a unionized environment considered an asset.
French bilingualism considered an asset.

Responsibilities

Develop and implement customer experience and channel strategies across key customer touchpoints, including phone, web, mobile app, and other service channels.
Identify process improvements that enhance the customer experience, reduce inefficiencies, and support call reduction.
Analyze customer feedback, surveys, employee input, operational metrics, and industry trends to identify opportunities for improvement.
Recommend actionable solutions to leadership based on customer insights, data, and best practices.
Lead the team to drive continuous improvement and monitor performance against KPIs, targets, and service expectations.
Ensure corrective actions are taken when required to support consistent results.
Manage assigned initiatives, resources, deliverables, and department priorities.
Apply sound business judgment and financial awareness when making operational decisions.
Build a highly engaged, motivated, professional, and customer-focused team.
Coach and develop direct reports to support performance, growth, and leadership pipeline development.
Ensure team members are trained, supported, and equipped to perform effectively.
Execute strategies that motivate employees, strengthen engagement, and support a positive team culture.
Lead and support change management activities for transformational initiatives, new processes, and technology changes.
Collaborate with HR on recruitment, employee development, performance management, and other people-related processes.
Build effective relationships with employees, leaders, and cross-functional stakeholders.
Stay current with industry developments, call centre best practices, and digital customer service trends.