Operations & Client Success Manager

2 weeks ago

Newmarket, Canada Oomple Full time

Our top utility solutions client on the Oomple platform is seeking a highly motivated Manager to oversee the daily operations of their PowerAssist and SecureAssist services. As a Manager, you will be responsible for effective resource planning and staffing strategies, maintaining strong client relationships, and providing exceptional customer service.

**Knowledge**:

- Knowledge of electrical distribution operations and outage management practices
- Knowledge of security monitoring operations and technology
- Advanced knowledge of the Employment Standards Act
- Intermediate knowledge of PIPEDA, MFIPPA or equivalent
- Knowledge of the Ontario Electrical Safety Code
- Knowledge of the Ontario Distribution System Code telephone accessibility metrics
- Knowledge of the Ontario Energy Board reporting metrics

**Responsibilities**:
**Production and Operations**:

- Establish and continuously manage shift patterns in line with operational requirements and assign staff to work schedules
- Effectively manage change through customer and staff engagement. Support and lead the ongoing service optimization efforts.
- Provide people leadership and direction through coaching, development, performance management, and resource planning.
- Develop and maintain process documentation to ensure it is always current.
- Seek opportunities for process improvement and client service improvements and implement changes.
- Establish and continuously review goals and key performance metrics.
- Manage departmental performance through the monitoring of progress on established goals and key performance metrics.
- Ensure ongoing training of employees on new processes and procedures or when onboarding new clients.
- Maintain statistics, user rates, and performance levels of PowerAssist and SecureAssist and prepare reports by collecting, analyzing, and summarizing data and trends.
- Review the profitability of the existing contractual commitments and identify ways to deliver services in an efficient and effective manner.
- Participate in the recruitment and selection process and provide orientation and training for new hires.

**Customer Success**:

- Act as the main point of contact with clients regarding services, investigate and resolve client concerns.
- Participate in regular discussions with clients regarding service offerings, processes, and customer service improvements.
- Promote all contact center technology features to existing clients (e.g., Webchat)
- Implement client changes and ensure documentation reflects updated operational requirements.

If you are a passionate leader who thrives in a fast-paced, technology-driven environment, we want to hear from you. Join our client's team and make a difference in the lives of their clients by providing exceptional service and innovative solutions.

**Job Types**: Full-time, Permanent

**Salary**: $85,000.00-$100,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Newmarket, ON

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