Manager, Technology – Google CCaaS

Intact Financial Corporation; Toronto; Hybrid; CAD 128,000 - 157,000; Full time

Benefits offered by this job

Hybrid work model

Flexible work arrangements

Wellbeing benefits

Employee share plan

Job summary

Intact Financial Corporation is seeking an experienced Manager of Operations to lead the day-to-day performance of our Google Cloud CCaaS environment. You will oversee contact center operations, workforce performance, service quality, reporting, and cross-functional initiatives across Google Cloud, CX, technology, and business teams.

The role requires strong operational leadership, experience with cloud-based contact center technologies, analytics, and performance management.

Qualifications

• 5+ years in contact center ops, customer operations, service delivery, or tech operations.
• 2+ years managing teams or programs.

Responsibilities

• Lead daily operations for Google CCaaS across voice, chat, email, and other channels.
• Collaborate on strategies, objectives, roadmaps, and project planning.
• Manage SLAs, CSAT, first-contact resolution, and KPIs.

Skills

Contact center ops

Leadership

Analytics

Stakeholder comms

Team coaching

Cloud knowledge

Tools

Google Cloud

CCaaS tech

Dialogflow

BigQuery/Looker

Job description

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times. Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us. Pay at Intact is about much more than just salary.

Flexible work arrangements and a hybrid work model Possibility to purchase up to 5 extra days off per year Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life) Salary range (but not limited to): 128,300 - 156,800 Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance): 15% As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares. Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan. Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

About the role

We are looking for an experienced Manager of Operations to lead the day-to-day performance, scalability, and continuous improvement of our Google Cloud Contact Center as a Service (CCaaS) environment. In this role, you will oversee contact center operations, workforce performance, service quality, operational reporting, and cross-functional initiatives involving Google Cloud, customer experience, technology, and business teams. You will ensure that our contact center delivers efficient, reliable, and exceptional service across voice and digital channels. The ideal candidate combines strong operational leadership with a practical understanding of Google Cloud contact center technologies, customer service platforms, analytics, automation, and performance management.

What you’ll do here:

• Lead daily operations for our Google CCaaS environment across voice, chat, email, and other customer channels.
• Collaborate with your counterparts in management on the implementation of strategies, the establishment of objectives and performance indicators, the definition of roadmaps and the planning of projects.
• Manage service levels, abandonment rates, customer satisfaction, first-contact resolution, average handle time, and other operational KPIs.
• Develop and maintain operating procedures, escalation processes, quality standards, and performance dashboards.
• Monitor platform performance, call flows, routing logic, agent workflows, and customer-impacting issues.
• Oversee the training plan.
• Collaborate with IT, engineering, product, security, and Google Cloud partners to resolve incidents and improve platform reliability.
• Build a network across the organization to facilitate the achievement of the mobile roadmap, coordinate deliverables and prioritize features.
• Develop and maintain design project plans, identify deadlines, estimate the necessary resources and ensure the organization and optimal allocation of talent.
• Lead recruitment, mentoring, one-on-one meetings, performance reviews and individual career and development planning.
• Support the implementation and optimization of Google Cloud contact center capabilities, including routing, reporting, integrations, and conversational experiences.
• Anticipate and manage problems and take the necessary actions to resolve them, act proactively to remove obstacles.
• Participate in the definition of policies, procedures and best practices in terms of design and strategy.
• Promote design principles and best practices for user experience.
• Meet and follow customers to develop empathy and an understanding of market issues and share customer experience research results with teams and our partners.
• Provide leadership in a fast-paced, customer-centric environment, with the ability to develop and coach your team to enable them to achieve their goals.
• Understand and translate business needs and opportunities into impactful strategies as well as promote the benefits of the experience to internal stakeholders and business partners.

What you bring to the table:

• 5+ years of experience in contact center, customer operations, service delivery, or technology operations.
• 2+ years of experience managing teams or operational programs.
• Experience operating or supporting a cloud-based contact center environment.
• Familiarity with Google Cloud contact center technologies, including Google CCAI, Contact Center as a Service, Dialogflow, Cloud Functions, BigQuery, Looker, or related tools.
• Strong understanding of contact center metrics, workforce management, quality assurance, and customer experience principles.
• Demonstrated ability to manage incidents, escalations, operational risk, and cross-functional initiatives.
• Excellent analytical, problem-solving, communication, and organizational skills.
• Experience creating SOPs, dashboards, governance processes, and executive-level reporting.
• Ability to translate business requirements into operational and technical solutions.
• Experience in managing professionals.
• Experience in a professional environment to promote work, deliver work, develop and inspire teams, and design world class methods and approaches.
• Well-versed in design thinking methods and techniques.
• Strategic thinking and the ability to be influential.
• Proven interpersonal and communication skills (verbal and written).
• Organized and able to work well in a changing environment.
• Can lead teams of diverse experts.

No Canadian work experience required however must be eligible to work in Canada. For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country. Il s'agit d'un nouveau rôle au sein de notre équipe en pleine croissance | This role is a new member of our growing team.

We are an equal opportunity employer At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives. We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community. As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today. We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request. If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs. Learn more about our recruitment process and your candidate journey here. Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.