Gestionnaire principal·e, excellence des opérations mondiales

We are seeking a Senior Operations Excellence Manager to support our global operations function. As a Senior Operations Excellence Manager, you will be responsible for developing and implementing sustainable operational models, guiding operational evolution, and contributing to strategic initiatives across products, processes, and people.

Your expertise:

• At least 12 years of progressive experience in call centre or customer service operations, with proven experience in strategy, operations optimisation, and data-driven programs.
• A bachelor's degree in business or science, or equivalent practical experience.
• Strong leadership and team management skills, including comfort with giving and receiving feedback, and managing complex employee and talent issues.
• Experience translating global objectives and strategy into actionable steps for teams.
• Experience working in large-scale global teams in dynamic environments where ambiguity and change are the norm.
• Strong interpersonal and teamwork skills, with ability to collaborate and consult with cross-functional partner organisations.
• Excellent partnership-building, influencing, and presentation skills (written and verbal).
• Experience designing team structures and organisational configurations, with ability to design, implement, and iterate.
• Strong analytical skills and deep understanding of data throughout agent and customer journeys.
• Ability to identify key priorities, allocate resources appropriately, and report on impact.
• Ability to travel approximately 15-20% of the time; flexibility to respond to business needs outside regular working hours (as needed).

Responsibilities:

• Develop and implement sustainable operational models for operations.
• Guide operational evolution and contribute to strategic initiatives across products, processes, and people.
• Lead and manage a diverse team of operations excellence experts, individual contributors, and people managers.
• Provide operational expertise to customer support initiatives and be the voice of frontline teams.
• Build relationships with the customer service network to ensure the voice of operations is heard early on.
• Facilitate and catalyse essential community support programs.
• Define and manage the global operations system at the leadership level.
• Coordinate teams to ensure accurate reporting of results and impact on the business.
• Direct or supervise key programs and initiatives for global operations.
• Support daily operations and continually seek opportunities to streamline ways of working.

We offer:

• Competitive salary: $144,000 - $180,000 CAD per year
• Bonus, equity, benefits, and Employee Travel Credits