Senior Business Operations Manager
New
J
JobgetherBusiness Operations
Available in eligible Canadian locationsFull-TimeSenior
SalaryCA$109,800–CA$159,800 CAD gross for Zone A locations. CA$118,500–CA$168,500 CAD gross for Zone B locations.
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Job Details
- Required Skills
- Project ManagementArtificial IntelligenceData AnalysisBusiness OperationsStakeholder managementCustomer SuccessProcess improvementCRM
Requirements
- Demonstrated experience redesigning operational processes and delivering measurable improvements.
- Strong customer empathy and a clear understanding of what creates simple, effective, and seamless customer experiences.
- Structured problem-solving skills, with the ability to transform ambiguous problems into clear diagnoses, options, and well-supported recommendations.
- Proven ability to lead complex cross-functional initiatives from strategy and design through implementation and adoption.
- Strong technical aptitude or technical expertise, with the ability to build simple tools and automations independently, assess technical trade-offs, and collaborate effectively with systems and data teams.
- Hands-on experience with AI-powered or AI-assisted development tools is an advantage.
- Strong data fluency and comfort using quantitative evidence to prioritize decisions and evaluate outcomes.
- Experience with customer support or customer success operations is highly desirable.
- Excellent stakeholder management and communication skills, with the ability to influence without relying on formal authority.
- Strong organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
- A proactive, customer-oriented mindset with the ability to take ownership from problem identification through execution.
- Ability to collaborate effectively in a global, cross-functional environment.
Responsibilities
- Lead the implementation of AI-driven customer support experiences, including customer journey design, Help Center optimization, and customer-support chatbot implementation.
- Establish structured feedback loops between customer support and product teams to identify recurring issues and drive root-cause resolution.
- Prepare customer-facing teams for new product and feature launches by coordinating knowledge-base updates, emerging customer issues, and training initiatives with enablement teams.
- Partner with support leadership to establish and maintain a scalable Knowledge Base optimized for self-service, AI capabilities, and support-agent contributions.
- Drive technical solutioning for CRM and customer-success tools, including feature prioritization, user adoption, usage tracking, and feedback collection.
- Lead the end-to-end design and implementation of an improved enablement portal for customer-facing teams, ensuring it is intuitive, searchable, and easy to maintain.
- Define key customer support and customer success metrics and collaborate with data teams on metric definitions, dashboards, and automated reporting.
- Build automations and internal tools hands-on where appropriate, while partnering with systems and data teams to scale larger solutions.
- Lead cross-functional programs from concept through implementation and adoption, influencing stakeholders across multiple functions.
- Identify opportunities to simplify processes, improve customer experiences, increase operational efficiency, and introduce scalable technology solutions.
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