Gestionnaire, Excellence de la prestation de services

We are seeking a Service Excellence Manager to join our Community Support team, leading a team of specialists across Canada and the Europe, Middle East, and Africa (EMEA) region. As a Service Excellence Manager, you will manage and develop a team of 7-8 specialists, providing guidance and support in three key areas: subject matter expertise, operations, and administration, as well as projects.

Responsibilities:

• Lead the team's subject matter expertise as the first point of contact for Premium Support
• Build and grow a diverse and engaged team of specialists across Canada and EMEA
• Coach team members to achieve and exceed expectations, and develop their skills and competencies
• Develop and implement workflow improvements, maintaining and enhancing processes using tools like Slack
• Manage the team's operations and administration, including scheduling, workload management, and performance metrics
• Lead projects to drive operational efficiency and scalability, using data and analytics to inform decision-making

Requirements:

• At least 8 years of progressive experience in contact centre or customer service operations, with increasing responsibilities in strategy and optimization
• Direct experience in people management, including coaching, performance management, and team development
• Bachelor's degree required; MBA or equivalent highly preferred
• Experience in customer service operations, with a deep understanding of how agents and managers work at scale
• Familiarity with hospitality or premium support, with a clear understanding of what defines excellent support
• Proficiency in using AI tools in daily work and leading a team that adopts AI-driven workflows
• Strong change management skills, with the ability to lead a team through transition
• Excellent communication skills, with the ability to collaborate with stakeholders and ensure transparency

Benefits:

• Competitive salary
• Opportunity to work with a global team
• Collaborative and dynamic work environment