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Digital Customer Operations Manager

2 weeks ago

Woodbridge, Canada 407 ETR Full time

**Position Summary**:
We are looking for a Digital-First Approach operations manager focused on Customer experience with an understanding of how to create a great customer experience and measure its impact on the business.
The Digital Customer Operations manager is critical in shaping the creation and execution of the strategies driving the digital online channels. They will develop new model strategies, create cross-departmental and cross-company synergies and provide actionable insights, identifying opportunities to improve business results and conducting the necessary due diligence/analysis to demonstrate viability.
**Duties and Responsibilities**:

- Execute on key strategic initiatives to deliver superior omnichannel experiences, empowering customers to engage with the brand across multiple channels, seamlessly.
- Focus on collecting and analyzing data to make decisions for the business and improve the user experience by making recommendations to improve the digital tools, and coaching people.
- Leverage customer insights to drive the overall customer experience.
- Provide process expertise to manage the business and people impacts of work. Bring together stakeholders to integrate technology across multiple channels, business groups, and customer segments and ensure alignment with business goals.
- Coordinate with IT to plan and implement new technology initiatives that may impact operations.
- Problem solving with an ability to identify, diagnose and quickly mediate problems and issues that may arise.
- Develop and implement new operational processes to improve efficiency and reduce costs.
- Create reports detailing operational status, performance metrics, and identifying trends that may impact future performance.
- Analyze data to identify operational inefficiencies and devise solutions to improve efficiency.
- Manage employees to ensure that they are following established procedures and policies.
- Coordinate with other departments to ensure that operations are running smoothly.
- Monitor the performance of teams.
- Effectively manage relationships with employees, clients, and other stakeholders.

**Qualifications**:

- A bachelor’s degree in a field such as computer science, information technology, Marketing, or Business. A master’s degree in business administration (MBA) an asset.
- Strong l eadership skills to motivate your team and encourage to work to achieve goals.
- 5+ years of experience in branding and marketing.
- Business acumen to understand the financial aspects of the team and make sound business decisions, such as when to invest in new technology.
- Good knowledge of the digital landscape and a track record of building and deploying digital initiatives.
- Excellent verbal and written communication skills.
- Excellent problem solving skills to address issues.
- A mindset of innovation to customer service and a digital strategy.
- Action-oriented, and enjoys the challenges of a fast-paced environment.
- Strong computer proficiency with Microsoft Office tools (Word, Excel & PowerPoint)
- Good understanding of technology and concepts within the digital, data, analytics and platform domain (incl. web, mobile and social domains).
- Understanding of HTML, Google analytics, reporting is a PLUS.

**Note**: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.