Senior Operations Manager, Digital Customer Experience

1 week ago


Toronto, Ontario, Canada Infotek Consulting Inc. Full time
Job Description

We are seeking an experienced Senior Operations Manager to lead our Digital Customer Experience team. The ideal candidate will have a strong background in vendor management and customer care operations.

The primary focus of this role will be on overseeing the day-to-day operations of our non-voice channels, with a primary focus on vendor management of our chat support teams.

This is a full-time permanent engagement with 3 days per week working on-site in Downtown Toronto. The successful candidate will be responsible for managing the operations of chat, email, and social media interactions, including planning, quality, budgets, and reporting.

About You
  • 3-5 years' experience in relevant roles, preferably in vendor management for Customer Care operations
  • 2+ years of managing Customer Care operations, preferably in non-voice channels
  • Proficiency in Microsoft Office applications, particularly Excel
  • Excellent communication skills and experience delivering to Senior Leadership (including C-level)

You will work closely with internal stakeholders to promote non-voice channels and develop plans to drive continuous improvement to metrics. Your expertise in stakeholder project experience for technical migrations and budget/forecast/workforce management will be essential in this role.

What We Offer

Salary: $80,000 - $110,000 per year, depending on experience

This role offers a competitive salary and benefits package. As a key member of our Digital Customer Experience team, you will have opportunities for growth and development within the company.



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