Customer Operations Leader: Drive Experience & Improvement

407 Etr; Canada; On-site; CAD 90,000 - 125,000; Full time

Job summary

407 ETR is seeking a Manager, Customer Operations to lead customer-focused operational strategies at the Woodbridge location. You will guide service delivery enhancements, coach direct reports, and drive continuous improvement across channels including phone, web, and mobile.

This role emphasizes data-driven decision making and strong stakeholder partnerships. With 5+ years of managerial experience in customer operations, you will manage initiatives, monitor KPIs, and ensure alignment with

Qualifications

• Bachelor’s degree in Business, Project Management, or related field, or equivalent experience.
• 5+ years of managerial experience in a customer service, call centre, customer operations, or related environment.
• Demonstrated experience leading customer service teams, customer experience initiatives, and/or operational improvement projects.
• Experience working in a unionized environment considered an asset.
• French bilingualism considered an asset.
• Strong leadership capability with experience coaching, motivating, and developing employees and people leaders.
• Customer-focused mindset with understanding of customer experience principles, service delivery, and operational excellence.
• Excellent verbal and written communication skills, with stakeholder management and presentation abilities.

Responsibilities

• Develop and implement customer experience and channel strategies across key customer touchpoints, including phone, web, mobile app, and other service channels.
• Identify process improvements that enhance the customer experience, reduce inefficiencies, and support call reduction.
• Analyze customer feedback, surveys, employee input, operational metrics, and industry trends to identify opportunities for improvement.
• Recommend actionable solutions to leadership based on customer insights, data, and best practices.
• Lead the team to drive continuous improvement and monitor performance against KPIs, targets, and service expectations.
• Ensure corrective actions are taken when required to support consistent results.
• Manage assigned initiatives, resources, deliverables, and department priorities.
• Apply sound business judgment and financial awareness when making operational decisions.
• Build a highly engaged, motivated, professional, and customer-focused team.
• Coach and develop direct reports to support performance, growth, and leadership pipeline development.
• Ensure team members are trained, supported, and equipped to perform effectively.
• Execute strategies that motivate employees, strengthen engagement, and support a positive team culture.
• Lead and support change management activities for transformational initiatives, new processes, and technology changes.
• Collaborate with HR on recruitment, employee development, performance management, and other people-related processes.
• Build effective relationships with employees, leaders, and cross-functional stakeholders.
• Stay current with industry developments, call centre best practices, and digital customer service trends.

Skills

Leadership

Customer operations

Change management

Stakeholder management

Project management

Education

Bachelor's degree in Business/Project Management or related field

Tools

Microsoft Office

PeopleSoft

Salesforce

Workforce Management software

Job description

407 ETR is seeking a Manager, Customer Operations to lead customer-focused operational strategies at the Woodbridge location. You will guide service delivery enhancements, coach direct reports, and drive continuous improvement across channels including phone, web, and mobile.

This role emphasizes data-driven decision making and strong stakeholder partnerships. With 5+ years of managerial experience in customer operations, you will manage initiatives, monitor KPIs, and ensure alignment with