Senior Manager, Customer Operations (Remote First)
About The Position
Zensurance is a leading InsurTech company in Canada, dedicated to simplifying commercial insurance for businesses through a digital-first experience. The company combines advanced technology with industry expertise to offer tailored insurance solutions. Zensurance has received recognition for its rapid growth, including Deloitte's Technology Fast 50 and Fast 500, and Top Insurance Employers. The company values ownership, collaboration, and innovation, seeking individuals who are passionate about solving complex challenges and making an impact in a rapidly evolving industry. This role reports to the Sales Director and involves partnering with Sales Operations to shape the strategic vision and daily execution of the Accounts Management department. The Senior Manager will oversee the Commercial Insurance Accounts Team, developing processes and workflows for a seamless customer journey. As a leader of leaders, this role requires empathy in performance conversations and the ability to translate company objectives into measurable outcomes. The ideal candidate is an operational expert with extensive experience in high-volume Customer Support environments, with insurance experience not being a prerequisite. The focus is on the ability to scale high-trust, high-performing teams and drive a relentless focus on customer experience.
Requirements
- 8+ years in leadership roles, with demonstrated experience as a "leader of leaders" focused on mentoring management-level staff.
- 5+ years of experience in operational support, call center management, or service delivery, with a track record of improving team-wide service metrics and understanding the "rhythm" of a high-velocity environment.
- Strong understanding of frontline workflows, customer satisfaction drivers, and "one-touch" solutions.
- Deep experience in Zendesk and Salesforce, as well as modern Call Center Phone Systems.
- Strong understanding of Call, Chat, and Email KPIs, scheduling processes, and real-time operations.
- Experience mapping complex journeys and simplifying processes to improve efficiency.
- Ability to drive process improvements that deliver growth in line with business goals.
Nice To Haves
- 4+ years of experience in commercial insurance.
- CIP, CRM, or CAIB designations.
Responsibilities
- Coach and mentor Team Leads to effectively support and grow their teams.
- Partner with SalesOps to build long-term strategy and deliver on daily operational goals.
- Set high service standards using a strong customer support background, monitoring call and email volume and performance at agent and team levels.
- Own process improvements across Zendesk and Salesforce to enhance employee and customer experience.
- Lead high-visibility forums, including Monthly Business Reviews with C-Suite stakeholders and Town Halls for groups of 50+, ensuring departmental alignment.
- Work proactively with HR to manage performance, training leads on navigating these processes with care for the individual.
- Partner with SalesOps to review forecasts and hiring needs, ensuring capacity to meet high-volume demands.
- Leverage experience in high-speed, high-ticket, or high-volume service environments to make quick, impactful decisions.
Benefits
- Remote-first setup
- Home office allowance
- Top-tier tech: "Office in a box" with all necessary tech equipment
- Half days before public holidays
- Flexible health and dental plans for families, including mental health support
- Health & personal spending accounts
- Parental leave top-up
- Education assistance reimbursement for courses, conferences, books, and memberships
- Opportunities to learn from industry experts and grow your career
- Weekly Friday huddles
- Virtual & in-person team-building events
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
