Operations and Customer Care Manager

1 week ago

Montréal, Canada Linen Chest Full time

Company Description

**Operations and Customer Care Director**

As a family business, Linen** Chest** strives to ensure that its employees are provided with a positive working environment that will allow them to achieve their full potential and be able to develop into a successful professional.

Would you like the opportunity to work in a highly dynamic environment in a hybrid mode with the benefit of a flexible schedule?

Interested in becoming our new** Director of Customer Care & Operations**?

**In your role as a leader, you must ensure customer satisfaction.**

**Job Description**:
Operations - Customer Care Director**Aspects of responsibility**:

- Review various reports related to orders to predict delays and notify customers
- Analysis of the data in our different platforms and report to the VP and CEO on the effectiveness of our different communication channels with our customers
- Develop, modify, or adjust anything that will improve our quality and service speed in collaboration with our programming team
- Responsible for contacting the programming team if there are any major problems with the site's operation
- Work closely with the Digital Marketing team to ensure that current and future promotions are clearly communicated, as well as any feedback that may be relevant
- Participation in various projects in collaboration with the Marketing team in order to anticipate and prevent potential client problems
- Supervision and management of the Guide, our quick reference platform for agents

**What we offer**:

- Compensation that is competitive;
- An accommodating schedule;
- A hybrid working model;
- An employee-focused family business;
- Family/work balance;
- An environment with a dynamic team that is positive and stimulating;
- The opportunity to grow within the company;
- Insurance benefits for group members (medical and dental);
- A lucrative referral program (up to $1,000) is offered to the company's current employees
- The location is accessible by public transportation;
- A free parking lot;
- There is a discount available on the entire Linen Chest product line

**Qualifications**:
**Qualifications**
- University Degree in Marketing or Management or equivalent degree.
- A proven track record of 5+ years of leadership in the Customer Experience field.
- Experience leading customer service teams at the front end.
- Proven management experience in a senior strategic level role.
- Understanding of effective copywriting and graphic design.
- Experience in working with digital marketing teams.
- Strong technical skills. You must be familiar with new CRMs and different technologies related to customer experience. Such as :Zendesk ,Dayforce,Kount,ADA (Chatbot)
- Ability to lead and inspire the team and develop them to grow.
- Previous experience with technical implementations from research to deployment.

Additional Information
**Come and have a career within the large Linen Chest family**

**#dreamteam

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