Customer Operations Specialist

Overview:
Panasonic Canada Inc. is currently looking to hire for the position of **Customer Operations Specialist.**

Supports the stability and scalability of customer operations at ISD through a combination of proactive issue management, process improvement, and technical automation. Liaises between Dev/QA/Helpdesk / Field Service / Product Marketing and Sales, with responsibilities that span monitoring escalations, developing stakeholder communications, and contributing to systems and tool enhancements.

This is a full-time position.

This position is hybrid. Any office-based work will be performed from our Niagara on the Lake office.

**Responsibilities**:

- **Escalation Monitoring and Incident Response**- Monitors active customer escalations and assists in coordinating responses across departments. Supports resolution processes for high-visibility issues while ensuring professional and timely communication. Documents patterns and contributes to root cause analysis and post-incident reviews.
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Process Improvement & Technology Enablement**
- Identifies operational inefficiencies and recommends improvements through automation, tooling, or workflow redesign. Submits change requests for new features or system enhancements and supports their implementation in collaboration with technical teams. Leverages scripting and development skills to automate manual tasks, reduce redundancy, and improve operational scalability.
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Stakeholder Communication & Collateral Development**
- Creates internal and external-facing collateral including documentation, FAQs, presentations, and communication templates to support stakeholder engagement. Translates technical updates and process changes into accessible content for a wide range of audiences. Assists in the development and maintenance of knowledge bases and training materials to ensure information is clear, accurate, and up to date.
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Cross-functional Collaboration**
- Works closely with teams such as Product, Engineering, Support, and Program Management on initiatives impacting customer operations. Anticipates and mitigates potential operational issues through proactive monitoring and engagement. Participates in cross-functional projects to ensure alignment, improve service delivery, and support the implementation of scalable solutions.

Qualifications:

- Bachelor’s degree in business, Information Systems, Computer Science, or a related field, or equivalent practical experience.
- Minimum of 2 years of professional experience in a customer operations, technical support, or business operations role
- Experience working cross-functionally with technical and non-technical stakeholders is required.
- Must be proficient in common productivity and collaboration tools such as Microsoft Excel, Word, PowerPoint, Outlook, and SharePoint.
- Demonstrates strong analytical and critical thinking abilities to identify, assess, and resolve operational issues proactively.
- Capable of evaluating complex situations, anticipating potential challenges, and implementing effective solutions with mínimal supervision.
- Collaborates with cross-functional teams to address root causes and drive continuous improvement.
- Acts as a collaborative team player who is approachable, adaptable, and accountable. Demonstrates empathy and professionalism in all interactions, effectively resolving conflicts when they arise.
- Communicates clearly and effectively with both technical and non-technical audiences, tailoring messages to diverse stakeholders. Proactively provides updates, information, and solutions to management and peers.
- Manages multiple tasks simultaneously while maintaining a positive and constructive attitude.

**NICE-TO-HAVES**:

- Prior exposure to process improvement, automation, or technology-driven operational initiatives is preferred.

**BENEFITS & PERKS - WHAT’S IN IT FOR YOU**:
Panasonic Canada prioritizes total wellbeing. We offer a wide variety of benefits and programs to support your physical, emotional, financial, social, and environmental health.
- Comprehensive Medical, Dental and Vision Coverage with a Health Spending Account
- Panasonic Retirement Pension Plan (RPP/DCPP)
- Group Retirement Savings Plan (RSP)
- Generous Parental Leave Top Up
- Education Assistance Program/ Tuition Reimbursement
- Employee Purchase Program
- Employee & Family Assistance Program (EFAP)
- Competitive Rates on Home and Auto Insurance
- Employee Volunteer Program - Paid Time Off for Volunteer Days
- Onsite Events
- And many more benefits & perks

**HYBRID WORK MODEL**

Panasonic Canada Inc. supports a hybrid work model. We understand that flexibility is essential for employees to do their best work while also balancing personal and life needs. Employees can expect to be in the office for a variable number of days per week based on the needs of the business unit, while having the ability to also work remote.

Panasonic Canada Inc. offers a Flexible Work Options policy which includes the