Customer Operations Manager

Have you heard of BlueCat? We're one of those hidden gems that's been disrupting the market as a key player in the rapidly growing space of Intelligent Network Operations. Organizations require a new model of network operations that links foundational core services with a deep, predictive understanding of network health and performance to improve change readiness. BlueCat's Intelligent NetOps is a first-to-market combination of systems of understanding and change. BlueCat enables teams to enhance agility and mitigate risks from high rates of change with a unified management lifecycle, from provisioning to proactive troubleshooting and remediation.

At BlueCat, we take immense pride in our award-winning culture, an integral part of our identity. We are proud recipients of several prestigious accolades, including the "Great Place to Work" certification. By becoming a part of our team, you not only join a company at the forefront of technology but also become an integral member of Canada's top workplaces in various categories, including Technology, Today's Youth and Women, and Mental Health and Inclusion.

We're looking for a Customer Operations Manager

As a Customer Operations Manager, you will lead strategic initiatives that enhance customer experience, drive operational excellence, and enable our Customer Success teams to perform at their best. You will collaborate cross-functionally to optimize the customer journey, oversee onboarding workflows, deliver robust analytics, and champion scalable programs that impact the full customer lifecycle. You'll be a force multiplier across the organization—ensuring our teams are aligned, enabled, and equipped to deliver measurable customer value.

This is a highly visible, fast-paced role that blends program leadership, data fluency, and customer advocacy.

Every day will bring new and exciting challenges. You will:

- Lead Customer Operations team which includes Business Operations, Customer Experience, PS Operations, and Technical Operations

- Develop scalable frameworks and programs that deliver consistent, high-quality customer experience across the CS teams

- Act as a customer journey subject matter expert, leading continuous improvement efforts in our CS engagement model. It will also include partnering with key teams to deliver cohesive messaging and customer engagement strategies

- Develop strategies and systems for an onboarding program including design, documentation, and execution plans for new customers. Additionally, drive adoption of onboarding tools and resources across internal teams and customer-facing touchpoints

- Coordinate and improve onboarding, training, and enablement programs for Customer Success teams

- Work with Leaders across Customer Success to define and operationalize key metrics across onboarding, health scoring, retention, and growth and ensure proper systems and reviews are in place

- Present data-driven insights and recommendations to influence customer strategy and performance tracking. Partner internally to develop dashboards and reporting frameworks for internal and executive use

- Optimize CS processes and workflows using platforms such as Salesforce, Totango, Jira, Confluence and more

- Ensure team ownership of systems within CS. As needed, represent Customer Success in company projects including those related to AI and Systems

- Lead automation and tooling initiatives to improve CS scale and efficiency

- Act as an operational liaison across the business, elevating customer insights into meaningful action

- Partner with Finance to review billings and financial reporting for accuracy and timeliness across CS.

Skills and Experiences Required:

- Degree in Business, Marketing, or related discipline

- 5+ years of experience in Customer Operations, Customer Success, or Customer Experience roles within a SaaS or technology company

- Demonstrated success leading onboarding, lifecycle engagement, or cross-functional customer programs

- Experience evaluating and integrating AI solutions within business workflows and system

- Strong project management and process optimization skills

- Experience in financial forecasting and reporting

- Experience working with Customer Success platforms (e.g., Totango, Gainsight, ChurnZero) and CRMs like Salesforce

- Proven ability to analyze customer data and operational metrics to inform strategic decisions

- Excellent communication, collaboration, and stakeholder management abilities

- Prior experience enabling customer-facing teams and aligning cross-functional stakeholders

- Comfort working in a fast-paced, high-growth, and highly collaborative environment

If you share our enthusiasm for the future of our company and are eager to contribute to our vibrant workplace, we look forward to receiving your application Our comprehensive benefits encompass your health, financial well-being, and overall wellness, and we are committed to providing an exceptional work environment, enriching employee programs, and fostering a remarkable company culture. At our core, we champion values such as transparency, curiosity, respect, and above all, the pursuit of enjoyment.

In addition, we offer a range of appealing perks, including:

A Professional Development Budget

Dedicated Wellness Days and Wellness Week

A Lifestyle Spending Account

An Employee Recognition Program

Join us in shaping the future of our organization, where your talent and dedication can truly thrive. We invite you to apply and become a valuable member of our team

BlueCat is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. BlueCat will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.