CX Enablement & Operations Lead

Avanti Software Inc.; Ottawa; On-site; CAD 70,000 - 80,000; Full time

Job summary

Ontario Medical Supply seeks a Customer Excellence Enablement Manager to bridge CX teams with operations. You will standardize onboarding, own training programs, and manage ERP and Five9 configurations to support rapid growth and ERP transitions.

You will guide performance management, develop SOPs, and partner with HR to ensure objective documentation and effective coaching across multiple sites in Ottawa and Ontario.

Qualifications

• 3–5+ years in contact center management, operations enablement, or workforce operations in a multi-team environment.
• Advanced Five9 administration and Pronto ERP knowledge.
• Proficiency in Excel, Word, and PowerPoint for presenting data insights.
• Experience writing and auditing Work Instructions and onboarding plans.

Responsibilities

• Act as the definitive secondary layer of operational expertise for multi-site CX teams and support the Senior Manager.
• Resolve team-dynamic issues, system performance anomalies, order entry roadblocks and billing disputes.
• Oversee onboarding milestones, probationary reviews, and performance appraisals for CX staff.
• Lead ERP and Five9 administration and analyze real-time queues to drive improvements.
• Collaborate with HR and cross-functional teams to optimize end-to-end workflows.

Skills

Five9 administration

ERP systems (Pronto)

Excel/Word/PowerPoint

Tools

Pronto ERP

Five9

Job description

Ontario Medical Supply seeks a Customer Excellence Enablement Manager to bridge CX teams with operations. You will standardize onboarding, own training programs, and manage ERP and Five9 configurations to support rapid growth and ERP transitions.

You will guide performance management, develop SOPs, and partner with HR to ensure objective documentation and effective coaching across multiple sites in Ottawa and Ontario.