Service Operations Manager

• Location: Calgary, Alberta
• Employment Type: Full-time, Hybrid
• Salary: $75,000 CAD annually + Benefits + Performance Bonus

We're a PropTech company building an AI platform that revolutionizes how people access and manage services. Based in Calgary and growing fast, we're a boutique-sized company doing big things—with 4.7 stars on Google from hundreds of happy customers who love our speed, transparency, and easy-to-use platform.

People love us for our fast communication and easy-to-use systems. As we grow across the country, we are looking for a Service Operations Manager to help us evolve our service delivery model and keep everything running smoothly.

This role is perfect for a natural leader who thinks in terms of systems, processes, and people. You're part project manager, part service expert, and the glue that holds our customer experience together. As our Service Operations Manager, you will be responsible for coordinating the people, tools, and workflows that define our 5-star service.

You'll be in charge of ensuring we are hitting our service level agreements (SLAs), optimizing our processes, managing logistics, and championing a culture of continuous improvement across the team.

• Oversee Service Delivery: Coordinate a high-performing team of service agents and specialists. Maintain a positive, low-stress environment by setting clear goals, defining KPIs, and ensuring service quality standards are met.
• Develop the Operational Playbook: Design and document the operational model for our service delivery, including standard operating procedures (SOPs), team playbooks, and performance management frameworks that can scale to new markets.
• Drive Process Improvement: Analyze operational data (response times, ticket volumes, customer satisfaction, etc.) to identify bottlenecks and implement process improvements that increase efficiency and quality.
• Manage Technology & Systems: Act as a key stakeholder for our operational technology. Collaborate with internal teams to define business requirements for the tools that will automate and optimize our service delivery.
• Coordinate Daily Operations: Manage the end-to-end customer lifecycle, from onboarding to offboarding, including service ticket follow-ups, scheduling, and compliance documentation.
• Handle Service Escalations: Act as the point of contact for complex customer service escalations, handling them with professionalism and a customer-first attitude.

• You'll be trusted and supported – You're not just a number here. You'll have real ownership over your responsibilities, and your ideas for making things better will be heard.
• You'll be joining a top-rated team – With a 4.7-star rating on Google, we're known for treating people well and communicating quickly. We take pride in delivering what we promise.
• You'll grow with us – As we expand, there's opportunity to grow into a more senior operations role in the future.
• You'll work in a fast, tech-forward environment – No clunky processes or outdated systems here. We love finding better, smarter ways to get things done.

We'd love to meet you if you have:

• 3+ years of experience in an operations management role, such as supervising a call center, overseeing a field service team, managing customer service, or leading service implementation projects.
• Proven experience defining and tracking operational KPIs and performance metrics.
• Proficiency with customer service and CRM platforms (e.g., Zendesk, HubSpot), scheduling tools, and ticket management systems.
• Excellent problem-solving skills and a talent for process improvement.
• A bachelor's degree in business, communications, or a related field.
• A team-first mindset and a willingness to wear multiple hats in a fast-growing environment.
• A valid driver's license and access to a vehicle is required for occasional local site visits.

• Base salary: $75,000 CAD/year
• Performance bonus: up to 10% based on operational KPIs and project outcomes
• Health and dental benefits
• Paid vacation and personal time off
• Cell phone allowance or company plan
• Professional development opportunities
• Flexible working hours (within a structured, in-person environment)
• Potential for long-term growth into a leadership role as the company expands