Senior Operations Manager, Digital Customer Experience
1 week ago
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 OfferSalary: $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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