Customer Experience/Operations Manager

Partsengine; Richmond Hill; On-site; CAD 72,000 - 88,000; Full time

Benefits offered by this job

On-site parking

Company events

Dental care

Job summary

Partsengine, based in Richmond Hill, Ontario, is seeking a Customer Experience & Operations Manager to lead and improve our Order Status and Returns customer-support operation.

You will oversee the Philippines-based team and coordinate with the Ontario office. This hands-on leadership role focuses on customer experience, performance, process improvement, and scalability.

Qualifications

• 5+ years in customer service, operations, or people leadership.
• Experience managing distributed teams, including offshore.
• Strong leadership and coaching skills.
• Experience with KPIs and performance data.
• Experience with CRM, ticketing, or order-management systems.

Responsibilities

• Lead and support the Philippines Office Team Lead and customer-service team.
• Set KPIs for productivity, quality, response times, and CSAT.
• Review performance trends and identify improvement opportunities.
• Coach and develop leaders; plan staffing as the team grows.
• Escalate complex customer issues and communicate feedback to teams.
• Improve SOPs, workflows, and escalation processes.
• Collaborate with warehouse, shipping, purchasing, and merchandising.
• Analyze customer-service data and prepare performance reports.

Skills

Leadership

KPI management

CRM systems

Team coaching

Offshore teams

Operations management

Data analysis

Tools

CRM software

Ticketing systems

Order management systems

Job description

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

What We Offer

• On‑site parking
• Company events
• Opportunity to help shape a growing international customer‑support operation
• Company events
• Dental care
• On‑site parking