Customer Experience Operations Manager
CanadaFull-TimeManager
Salary143,000 - 151,000 CAD per year
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Job Details
- Experience
- 6+ years
- Required Skills
- SQLTableauMicrosoft ExcelGoogle SheetsLooker
Requirements
- 6+ years of experience in customer experience, support operations, or program management within tech, marketplace, e-commerce, or BPO environments.
- 2+ years of people management experience, including coaching, performance management, and team development.
- Strong experience managing BPO or vendor operations, including SLA tracking, QA processes, and workforce planning.
- Proficiency in data analysis using SQL and experience with BI tools such as Looker or Tableau.
- Advanced skills in Excel or Google Sheets for operational reporting and analysis.
- Proven ability to collaborate with Product and Engineering teams on automation and process improvement initiatives.
- Strong communication and stakeholder management skills, with experience leading business reviews.
- Experience working in fast-paced, high-volume operational environments.
- Bachelor’s degree or equivalent practical experience in Business, Operations, Engineering, or related fields.
Responsibilities
- Own end-to-end operations for assigned customer experience pillar(s), including strategy, quarterly planning, KPI definition, and SLA performance management.
- Lead, coach, and develop a team of direct reports, ensuring strong performance management, goal setting, and career development support.
- Manage vendor and BPO performance across staffing, quality assurance, workforce planning, and operational delivery.
- Partner with Product, Engineering, Design, and Support teams to launch improvements that reduce contact rates and enhance customer experience.
- Build and maintain dashboards and reporting tools to monitor performance, identify trends, and support data-driven decision-making.
- Lead incident management processes, including root cause analysis, issue resolution, and implementation of preventive measures.
- Drive continuous improvement through standardized operating procedures, training programs, and change management initiatives.
- Run experiments and evaluate operational changes to measure impact on efficiency, cost, and customer satisfaction.
- Present insights and performance updates in weekly and monthly business reviews with cross-functional stakeholders.
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