Operations Manager

Aspire Software group; Canada; Hybrid; CAD 90,000 - 130,000; Full time

Job summary

Aspire Software is seeking a hands-on Customer Operations Manager to lead our Support and Professional Services teams and optimize the customer experience across onboarding, implementation, and service delivery.

You will drive process improvements, use data to inform decisions, and champion AI-forward approaches to scale our services while maintaining high-quality support and rapid value delivery for customers.

Qualifications

• 3+ years in customer support, professional services, or customer operations (SaaS/tech).
• 1-2 years of experience managing people or leading teams.
• Strong customer service best practices and post-sales delivery.
• Proven experience improving customer operations.
• Excellent communication, leadership, and problem-solving skills.
• Proficiency with TeamSupport, Salesforce, Jira, and Power BI.
• Data-driven mindset with ability to analyze metrics.
• Hands-on AI or automation deployment experience.
• Experience owning onboarding or implementation to shorten time-to-value.

Responsibilities

• Lead and coach Support and Professional Services teams.
• Ensure a high-quality customer experience across touchpoints.
• Design workflows to improve ticket handling and SLAs.
• Own KPIs and drive initiatives to meet targets.
• Collaborate with Product, Engineering, Sales, and Accounts.
• Manage tools like TeamSupport, Jira, and related platforms.
• Identify trends to improve product and service offerings.
• Pilot and scale AI capabilities across the support stack.

Skills

Team Leadership

Customer Experience

Operational Efficiency

KPIs

Cross-functional Collaboration

AI & Automation

Communication

Data-driven

Tools

TeamSupport

Jira

Salesforce

Power BI

Job description

Aspire Software is looking for a Customer Operations Manager to join our growing team!

We’re looking for a hands-on Customer Operations Manager to lead and optimize our Support and Professional Services teams. In this role, you’ll own the customer experience across support, onboarding, implementation, and service delivery - ensuring customers receive timely, high-quality service and realize value quickly.

You’ll combine team leadership, process improvement, and data-driven decision-making with an AI-forward approach to customer operations. From strengthening service quality and accountability to using automation to improve workflows and team enablement, you’ll help shape how we support our customers and scale our services.

Aspire Software, an operating group of Valsoft Corporation, operates and manages a portfolio of wholly owned software companies that provide mission-critical solutions across multiple verticals. Through industry best practices and a decentralized operating model, Aspire empowers its businesses to drive growth, strengthen operational performance, and reinvest in continuous innovation.

Our motto is "Be Humble, Stay Hungry!"

Key Responsibilities

• Team Leadership: Manage and coach Support and Professional Services teams. Set goals, monitor performance, and foster a culture of accountability and continuous improvement.
• Customer Experience: Ensure a consistent, high-quality customer experience across all support and services touchpoints.
• Operational Efficiency: Design and refine workflows to improve ticket handling, triage, escalation processes, and service-level agreements (SLAs). Identify and remove bottlenecks.
• Customer Satisfaction & Quality: Own key performance indicators (KPIs) and implement initiatives to consistently meet or exceed targets.
• Cross-Functional Collaboration: Work closely with Product, Engineering, Sales, and Account teams to resolve customer issues, advocate for customer needs, and streamline handoffs.
• Tool Ownership: Help manage tools like TeamSupport, Jira, and other support and service platforms. Recommend improvements or automations.
• Customer Advocacy: Identify trends and common issues to proactively improve product and service offerings.
• AI & Technology Adoption: Champion a tech-forward approach to service delivery. Identify where AI and automation can reduce handling time, improve first-contact resolution, and surface insights-from AI-assisted triage and ticket summarization to knowledge base content and self-service deflection.
• Continuous Innovation: Pilot, measure, and scale new AI capabilities across the support stack. Build team fluency and set clear guardrails for responsible, accurate, and secure AI use in customer-facing work.
• Customer Onboarding & Time-to-Value: Own the onboarding and implementation experience end to end. Apply AI to accelerate time-to-value through tailored onboarding plans, automated configuration and data-migration checks, and customer-ready training content, guides, and walkthroughs produced at scale.
• Team Onboarding & Enablement: Use AI to shorten ramp time for new Support and Services hires through AI-assisted playbooks, searchable knowledge, and on-demand answers that make onboarding faster and more consistent.

Qualifications

• 3+ years of experience in customer support, professional services, or customer operations, preferably in a SaaS or technology company.
• 1-2 years of experience managing people or leading teams.
• Strong understanding of customer service best practices and post-sales service delivery.
• Proven experience driving improvements in customer operations.
• Excellent communication, leadership, and problem-solving skills.
• Proficiency with tools such as TeamSupport, Salesforce, Jira, and Power BI.
• A data-driven mindset, with the ability to analyze metrics and act on insights.
• Hands-on experience deploying AI or automation, such as AI-assisted triage, chatbots, automated quality assurance, intelligent knowledge management, onboarding programs, or training content.
• Experience owning customer onboarding or implementation, with a focus on shortening time-to-value.

Nice to Have

• Experience scaling support or services operations.
• Experience building or leading a global or distributed team.
• A project management background, such as PMP certification or experience with Agile methodologies.
• Exposure to customer journey mapping or customer experience strategy.

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