Customer Success and Sales Operations Manager

Why BCAA?

Feel proud of what you do and help shape the future of BC at a BC Top Employer. We’re driven by purpose - delivering peace of mind to one in three BC households with insurance, roadside assistance, auto repair, Evo Car Share and Evolve E-Bike Share. With a long history of keeping roads safe and giving back in ways that build stronger communities, we offer a wide variety of meaningful, rewarding careers that move BC forward.

We are currently hiring a Customer Success and Sales Operations Manager to join our P2P Marketplace team, based in our Head Office in Burnaby.
- Please note that this is a hybrid role based out of our Burnaby, BC office. Applicants who are not located within commuting distance of our Head Office or are not looking to relocate to the Greater Vancouver/Lower Mainland/Fraser Valley region will not be considered._

As the Customer Success and Sales Operations Manager, you’ll oversee the daily operations, customer experience strategy, and sales enablement within BCAA’s peer-to-peer marketplaces. Reporting to the GM, P2P Marketplace, you’ll lead a small team of Customer Support Representatives, managing escalations, improving workflows, and ensuring service excellence for both new and existing marketplaces.

This is a hands-on leadership role ideal for someone who thrives on building high-performing teams, driving customer satisfaction, and delivering commercial results. You’ll work closely with internal partners to optimize operational processes, resolve issues quickly, and engage customers through consultative conversations that contribute to sales targets and long-term marketplace growth.

Who you are:
- You have a collaborative and results-driven mindset—you lead with purpose and inspire others to succeed.- You are experienced in customer success and sales operations, with a strong focus on delivering exceptional customer experiences.- You’re comfortable managing escalations, optimizing workflows, and enabling your team to achieve performance targets.- You excel in building relationships and working across teams to drive both operational efficiency and sales growth.- You are proactive, solutions-focused, and thrive in a fast-paced, evolving environment.- You are organized, strategic, and able to balance competing priorities with professionalism and focus.

What you’ll do:
- Lead, coach, and support a team of 2-3 Customer Support Representatives, fostering a culture of high performance.- Oversee day-to-day customer service operations, including escalations, complex inquiries, and issue resolution.- Monitor and analyze customer satisfaction metrics to identify trends and implement improvements.- Drive customer engagement by enabling proactive outreach to newly registered users, offering consultative and upsell conversations.- Partner with internal teams to streamline workflows, enhance processes, and improve system efficiency.- Collaborate with the GM, Marketplace, on sales and revenue targets, supporting your team in meeting quotas.- Maintain up-to-date knowledge of marketplace offerings to effectively support customers and internal stakeholders.- Develop training materials and resources to enhance team capabilities and service delivery.- Contribute to operational reporting, tracking KPIs, and providing insights for continuous improvement.- Support strategic initiatives that strengthen customer loyalty and marketplace growth.

What you bring:
- Minimum 5 years’ experience in customer success, sales operations, or program management.- Minimum 3 years’ people leadership experience, including coaching, performance management, and day-to-day oversight of a team (2-3 CSRs).- Proven ability to build and operationalize CRM-enabled processes and improve customer workflows.- Ability to build and optimize dashboards and track KPIs that improve service outcomes.- Excellent written and verbal communication skills and strong attention to detail.- Demonstrated success working cross-functionally to support business operations.- Post-secondary degree or diploma in a related field (or equivalent combination of education and experience).- Bonus Skills and Experience:
- Experience in a P2P marketplace environment.- Background spanning both customer service and sales operations.- Familiarity with consultative selling techniques.- Knowledge of workflow optimization tools and process improvement methods.- Experience with CRM and customer support software; Amazon Connect exposure is an asset.

Internal Applicants: Please note that the internal posting closes on August 20th, 2025, and the role is a Management Broadband position.

The salary range for this position is $92,000 to $115,000 and is determined via job-related knowledge, skills, experience, certifications, market demand and internal equity. In addition to base salary and BCAA benefits, this position is eligible for a performance bonus target of 12.5%, with the opportunity to earn up to 20%.

What we offer:
- The chance to make a difference ev