Customer Experience/Operations Manager
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Pay: CA$72,000.00 - CA$88,000.00 per year
Salary: $72,000-$88,000 CAD annually, based on experience
Existing Vacancy: This posting is for an active, immediate vacancy.
About the Role
We are a growing online retailer specializing in automotive parts and accessories. We’re looking for a Customer Experience & Operations Manager to lead and improve our Order Status and Returns customer-support operation.
You’ll work from our Richmond Hill, ON office and partner closely with our Philippines-based lead and customer-support team of 8 agents. This is a hands-on leadership role focused on customer experience, team performance, process improvement, and growth.
Key Responsibilities
- Lead and support the Philippines Office Team Lead and customer-service team.
- Establish clear KPIs and expectations for productivity, quality, response times, resolution times, and customer satisfaction.
- Review team performance and identify trends, challenges, and opportunities for improvement.
- Coach and develop the Office Team Lead and support effective training and performance management.
- Help develop staffing plans and the leadership structure as the team grows.
- Monitor customer feedback, escalations, and recurring service issues.
- Identify opportunities to improve the customer journey and overall service quality.
- Act as an escalation point for complex or significant customer issues.
- Ensure customer-service feedback is communicated to the appropriate teams.
- Review and improve SOPs, workflows, and escalation processes.
- Identify bottlenecks, inefficiencies, and repetitive tasks.
- Lead initiatives that improve efficiency, service quality, and scalability.
- Identify opportunities for automation and better use of technology.
- Work with warehouse, shipping, purchasing, merchandising, and other departments to resolve recurring operational issues.
- Analyze customer-service and operational data and prepare regular performance reports.
- Develop team goals and action plans.
- Conduct regular meetings with the Philippines leadership team.
- Maintain strong communication between the Ontario and Philippines teams.
- Provide leadership with updates on performance, staffing, customer trends, and operational challenges.
What We're Looking For
- 5+ years of experience in customer service, contact center, operations, or people leadership.
- Experience managing or leading customer-service teams.
- Experience with offshore, remote, or geographically distributed teams is strongly preferred.
- Strong leadership, communication, and coaching skills.
- Experience working with KPIs and performance data.
- Strong problem-solving and process-improvement abilities.
- Highly organized and comfortable managing multiple priorities.
- Experience with CRM, ticketing, order-management, or similar systems.
Automotive experience is not required. Experience in e-commerce, BPO, retail, logistics, telecommunications, financial services, or other high-volume customer-service environments is highly transferable.
Hours and Location
- Monday-Friday 9AM-5:30 PM ET
- Occasional after hours or weekend coverage
- Richmond Hill, ON
What We Offer
- Dental & vision care
- On-site parking
- Store discount
- Casual dress
- Company events
- Opportunity to help shape a growing international customer-support operation
Benefits
- Casual dress
- Company events
- Dental care
- On-site parking
- Store discount
- Vision care
Work Location: In person