Customer Operations Specialist

OverviewPanasonic Canada Inc. is currently looking to hire for the position of Customer Operations Specialist.Supports the stability and scalability of customer operations at ISD through a combination of proactive issue management, process improvement, and technical automation. Liaises between Dev/QA/Helpdesk / Field Service / Product Marketing and Sales, with responsibilities that span monitoring escalations, developing stakeholder communications, and contributing to systems and tool enhancements.This is a full-time position.This position is hybrid. Any office-based work will be performed from our Niagara on the Lake office.ResponsibilitiesEscalation Monitoring and Incident ResponseMonitors active customer escalations and assists in coordinating responses across departments. Supports resolution processes for high-visibility issues while ensuring professional and timely communication. Documents patterns and contributes to root cause analysis and post-incident reviews.Process Improvement & Technology EnablementIdentifies operational inefficiencies and recommends improvements through automation, tooling, or workflow redesign. Submits change requests for new features or system enhancements and supports their implementation in collaboration with technical teams. Leverages scripting and development skills to automate manual tasks, reduce redundancy, and improve operational scalability.Stakeholder Communication & Collateral DevelopmentCreates internal and external-facing collateral including documentation, FAQs, presentations, and communication templates to support stakeholder engagement. Translates technical updates and process changes into accessible content for a wide range of audiences. Assists in the development and maintenance of knowledge bases and training materials to ensure information is clear, accurate, and up to date.Cross-functional CollaborationWorks closely with teams such as Product, Engineering, Support, and Program Management on initiatives impacting customer operations. Anticipates and mitigates potential operational issues through proactive monitoring and engagement. Participates in cross-functional projects to ensure alignment, improve service delivery, and support the implementation of scalable solutions.QualificationsBachelor’s degree in business, Information Systems, Computer Science, or a related field, or equivalent practical experience.Minimum of 2 years of professional experience in a customer operations, technical support, or business operations roleExperience working cross-functionally with technical and non-technical stakeholders is required.Must be proficient in common productivity and collaboration tools such as Microsoft Excel, Word, PowerPoint, Outlook, and SharePoint.Experience with workflow and task management platforms like Monday.com and Azure DevOps or Jira is preferred.Familiarity with cloud-based applications and web platforms is a plus. Should have the ability to work effectively with technical teams and support cross-functional projects.Demonstrates strong analytical and critical thinking abilities to identify, assess, and resolve operational issues proactively.Capable of evaluating complex situations, anticipating potential challenges, and implementing effective solutions with minimal supervision.Collaborates with cross-functional teams to address root causes and drive continuous improvement.Acts as a collaborative team player who is approachable, adaptable, and accountable. Demonstrates empathy and professionalism in all interactions, effectively resolving conflicts when they arise.Communicates clearly and effectively with both technical and non-technical audiences, tailoring messages to diverse stakeholders. Proactively provides updates, information, and solutions to management and peers.Manages multiple tasks simultaneously while maintaining a positive and constructive attitude.Nice-to-havesPrior exposure to process improvement, automation, or technology-driven operational initiatives is preferred.BENEFITS & PERKS - WHAT’S IN IT FOR YOU:Panasonic Canada prioritizes total wellbeing. We offer a wide variety of benefits and programs to support your physical, emotional, financial, social, and environmental health.Comprehensive Medical, Dental and Vision Coverage with a Health Spending AccountPanasonic Retirement Pension Plan (RPP/DCPP)Group Retirement Savings Plan (RSP)Generous Parental Leave Top UpEducation Assistance Program/ Tuition ReimbursementEmployee Purchase ProgramEmployee & Family Assistance Program (EFAP)Competitive Rates on Home and Auto InsuranceEmployee Volunteer Program - Paid Time Off for Volunteer DaysOnsite EventsAnd many more benefits & perksHYBRID WORK MODELPanasonic Canada Inc. supports a hybrid work model. We understand that flexibility is essential for employees to do their best work while also balancing personal and life needs. Employees can expect to be in the office for a variable number of days per week based on the needs of the business unit, while having the ability to also work remote.Panasonic Canada Inc. offers a Flexible Work Options policy which includes the ability to work remote, mobile, and create a compressed work schedule.Who We AreMeet Panasonic Panasonic Canada Inc., a subsidiary of Panasonic Corporation of North America, is a leading provider of Consumer Lifestyle technologies, as well as innovative Smart Mobility, Sustainable Energy, Immersive Experiences, and Integrated Supply Chain solutions for its business and government clients. Panasonic is creating technologies that move us.At Panasonic Canada, we do more than just offer great products and solutions. We pride ourselves in promoting gender and culture equality, as well as encouraging personal growth and success to elevate our 350+ employees to their full potential. Their passion has been one of the driving forces behind our success for more than 100 years.How To ApplyPlease include a PDF copy of your current resume.DIVERSITY, EQUITY, & INCLUSION AT PANASONIC CANADA, INC.In order to drive our business to continued heights, our business practices and our contribution to society must be rooted in diversity, equity, and inclusion. We foster an environment in which everyone is able to share their voice and talents, in a safe space, where they have the opportunity and resources to fully realize their potential. We are therefore committed to developing and realizing programs, tools and processes that ensure a diverse, equitable and inclusive environment for our employees.AODA POLICYPanasonic Canada Inc. has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.Only candidates selected for an interview will be contacted.We thank you for your interest in working for Panasonic Canada Inc.REQ-152178 #J-18808-Ljbffr