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Operations Success Manager

2 months ago

Whitby, Canada 360insights Full time

**Starting **Base salary US**D** **$**50**,**0**00 - **$**6**0**,**0**00**

**CAD $**52**,500 - $**62**,000***

Plus Bonus, Equity & Benefits

Here at 360insights you will be a part of a fast-paced global technology company that is innovating and leading in the channel incentives and insights industry. You will be helping us to deliver great solutions for some of the world’s most recognizable brands all within an inspiring and inclusive culture that has certified us as a Great Place to Work® in Canada, the USA and the UK.

**What you will be doing**:
The Operations Success Manager (OSM) is a client-facing role that delivers day-to-day support by executing all operational client activities for our Co-Op / MDF Programs. This role focuses on these activities by meeting service level agreements (SLAs) and fostering an exceptional client experience. The role works closely with various internal and external stakeholders to lead platform training, support/maintenance, operational reporting, and to support escalated client activity within a service desk framework. The role is accountable for all operational support across a set group of clients. The OSM takes ownership of ensuring clients are provided with an unbelievable experience through high quality operational standards, coaching/mentorship, and day to day client support.

**Responsibilities**:

- Create and track all operational requests through to resolution.
- Provide direct support for all program-related tasks (i.e. setup and ongoing maintenance of programs, funds, channel customers and users)
- Operational lead on all new client/program launches:

- Supporting designated project manager throughout entire implementation phase, including launch.
- Responsible for training and documentation creation prior to launch, and maintenance once implemented.
- Responsible for leading and maintaining all client cadences after launch.
- Responsible for designated tasks during implementation including documentation, approval matrices, training, etc.
- Collaborate with internal teams to champion client program and platform needs.
- Track and provide clients with program and industry best practices.
- Proactively work with internal teams to develop unique solutions, ideas, and improved processes.
- Develop and maintain regular cadence for operation touch points with clients to deliver key metrics on program and support performance.
- Gain an understanding of client business and program needs from an operational perspective to drive win-win scenarios.
- Develop, implement, and maintain all internal/external training materials.
- Participate and support client integrations such as data feeds, APIs, and SFTP sites.
- Track lessons learned over the course of programs and share appropriate reporting/data analysis with internal and external stakeholders.
- Support with client escalations by providing operational oversight and all required data sets.

**What you’ll bring**:

- 3-5 years of experience in account management and/or operational role
- Experience with B2B incentive programs such as Market Development Funds or Co-Operative/Co-Branded Advertising
- Excellent client services skills, and professional demeanor
- Strong project management, consulting, risk management and issue resolution skills
- Strong conflict management skills
- Effective communication skills, both written and verbal
- Excellent presentation skills (comfortable with data analysis and presentation)
- Strong background in Microsoft office - advanced Excel knowledge
- Strong leadership skills with an ability to effectively train/coach
- Strong understanding of data gathering, analysis and presenting recommendations to senior leadership
- Experience with ticket management and/or Fresh desk services
- Ability to work both independently and cooperatively in a fast-paced environment
- **Pay transparency**

Our salary ranges are determined by role, level, and location. The range displayed on our job posting reflects the minimum and typical maximum target for new hire salaries for the position, it does not reflect the maximum salary for the role over time. Within the range, individual pay is determined by job-related skills and experience demonstrated during the interview process.

**Why 360?**

At 360insights, we take pride in being a people-first organization, dedicated to fostering a vibrant values-based and inclusive culture. Our commitment to this ethos is reflected in our day-to-day operations and interactions with both team members and clients. Embracing a people-focused approach entails the following principles:
**Experiences that create growth. Growth that creates experiences**:At 360insights, every facet of our business presents opportunities for personal and professional development, allowing you to explore diverse disciplines and rewarding work experiences. Our commitment to growth is supported by robust Learning and Development (L&D) initiatives and mentorship programs, ensuring that you have

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