Senior Manager, Customer Operations (Remote First)

Zensurance

1d • Remote

About The Position

Zensurance is redefining commercial insurance for Canadian businesses. As a leading InsurTech, we make getting the right coverage simple, fast, and accessible through a digital-first experience. Our platform combines advanced technology with deep industry expertise to deliver tailored insurance solutions that help businesses thrive. Zensurance has been recognized for its rapid growth and industry impact: ✅ Deloitte’s Technology Fast 50 (2023, 2024, 2025) ✅ Deloitte’s Technology Fast 500 (2024, 2025) ✅ Top Insurance Employers (2022) At Zensurance, we value ownership, collaboration, and innovation. Our team thrives on solving complex challenges, challenging the status quo, and making a real impact in an industry ready for change. If you're looking to build something meaningful in a fast-growing, customer-focused company, we’d love to hear from you! Reporting to the Sales Director, you’ll partner with Sales Operations to define the strategic vision and day-to-day execution of the Accounts Management department. You’ll oversee our Commercial Insurance Accounts Team, building the high-velocity processes and workflows necessary to ensure a seamless customer journey. As a leader of leaders, you’ll navigate performance conversations with empathy while translating company objectives into measurable outcomes. We’e looking for an operational expert with deep experience in high-volume Customer Support environments. Insurance experience is not required. We have plenty of industry experts on the team to support you. What we need is your ability to scale high-trust, high-performing teams and drive a relentless focus on the 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. You have a track record of improving team-wide service metrics and understand 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.
• The ability to drive process improvements that deliver growth in line with business goals.
• You’ll be required to obtain a valid RIBO license after hiring (we’ll support you through this process).

Nice To Haves

• 4+ years of experience in commercial insurance is a "nice to have," but not a dealbreaker.
• CIP, CRM, or CAIB designations are preferred, but can be pursued once you’re settled in the role.

Responsibilities

• Coach and mentor your Team Leads to ensure they’re effectively supporting and growing their own teams.
• Partner with SalesOps to build long-term strategy and deliver on daily operational goals.
• Use your strong customer support background to set a high bar for service standards. You’ll monitor call and email volume and performance at both the agent and team levels.
• Own process improvements across Zendesk and Salesforce to enhance both the employee and customer experience.
• Lead high-visibility forums, including Monthly Business Reviews with C-Suite stakeholders and Town Halls for groups of 50+, ensuring alignment across the department.
• Work proactively with HR to manage performance, teaching your leads how to navigate these processes with deep care for the individual.
• Partner with SalesOps to review forecasts and hiring needs, staying ahead of capacity to ensure we meet high-volume demands.
• Leverage your experience in high-speed, high-ticket, or high-volume service environments to make quick, impactful decisions.

Benefits

• Flexible health and dental plans for families, including mental health support
• Health & personal spending accounts to invest in wellness your way
• Parental leave top-up
• Education assistance reimbursement for courses, conferences, books, and memberships
• Remote-first setup for added flexibility
• Home office allowance to create a comfortable workspace
• Top-tier tech: "Office in a box" with all necessary tech equipment
• Half days before public holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees