Operations Manager - Customer Experience

This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely within Canada. # LI-REMOTE

Our Customer Experience Operations team is looking for a highly motivated, keen and process-oriented individual that will assist in setting and taking the Operations team forward. This individual will report into the Senior Director of Customer Experience and will help oversee the Operations function for some of the Customer Experience teams (Prof. Services, Customer Success, App Support and Customer Training) focusing primarily on Customer Success team. This individual will also play a vital role in providing leadership, guidance and implementing initiatives that will transform and help the team from scalability, its effectiveness and efficiency perspective.

The ideal candidate will have a good understanding of respective team(s) – Customer Success being the must, however ideally, Customer Training and Application Support departments within a SaaS environment, and what defines its success. They will foster a positive relationship with all stakeholders while maintaining the sense of urgency for our organizational needs. The ideal candidate will demonstrate strong analytical, technical skills and communication skills with effective time management, and attention to detail. The candidate will have a great drive to make improvements and hence contribute to the success of the organization.

What You Will Do

• Support and assist to set goals, objectives and short term as well as long term priorities for the Operations function
• Mentor, Lead and Support the Operations team through 1-on-1 guidance, performance management, schedule management, aligning on priorities to drive higher engagement and experience
• Own the identification, validation & ongoing support and improvements of Technology stack available to support the day to day needs by working with various teams
• Lead various aspects of modelling to gain insights and to plan forward, and work collaboratively on financial planning to support right set of cx team(s) framework
• Analyze necessary data, identify gaps and trends, and propose recommendations to make improvements where necessary
• Identify and measure ongoing effectiveness of the key metrics against their targets that defines the success of the team(s)
• Ownership of providing necessary data around key KPIs to support cadence based reporting in form of presentations, analysis, improvements, etc.
• Work cross functionally with other parts of the business to stay aligned from understanding to assessing and implementing what’s required to stay in sync from a technology stack perspective in effort of a streamlined Customer Journey and experience
• Lead, execute and support on key internal priorities, projects and improvements that drives the transformation forward for the Operations team
• Ability to extract and transform data as needed within or outside of source systems to support the business needs that will help drive key decision-making process
• Work with cross functional teams within organization as needed
• Other duties, as assigned
  
  

Does this sound like you?

• 5+ years of experience working in a Customer Experience Operations team or within Customer Success domain with great understanding of its operations from end-to-end perspective in a fast-paced SaaS environment
• 5+ years of experience leading, motivating and developing team members in their professional growth and development
• Strong analytical skills to be able to extract needed data, identify the trends and challenges, provide with necessary insights and recommendations, as well as create necessary presentations and deliver the information based on the stakeholders to drive improvements
• Proficient with MS Office with advanced skills and familiarity with Excel
• Familiarity and experience with technologies such as Gainsight or any other CS tool, NetSuite, Salesforce
• Understanding of FP&A concepts would be an asset
• Strong organizational skills, with great attention to detail and problem-solving skills Ability to provide hands on support and guidance to the team members as needed
• Understanding of other CX areas like Professional Services, Application Support, Customer Training would be an asset
• Lead, execute and support the Customer Experience Operations team
• Ownership of providing necessary data, KPIS and holding responsibility of data in the Operations realm
• Support cross functional teams in their needs from the Operations team and delegating the team, assisting the Senior Director of Customer Experience Operations where required