Operations Manager - Remote

The Travel Corporation; Toronto; Remote; CAD 120,000 - 160,000; Full time

Job summary

The Travel Corporation is seeking an Operations Manager, Customer Success to lead, scale and optimize our core customer operations, including Air Services, Retention, Tier 2 Support and Application Support.

Reporting to the Director of Customer Success, you will translate strategy into effective daily operations across a distributed global workforce, collaborating with regional leaders, onshore teams and BPO partners.

Qualifications

• Five+ years of progressive leadership experience in Customer Success, Contact Center or Customer Support Operations.
• Experience leading managers or supervisors within complex, distributed or global operations.
• Ability to audit workflows, develop scalable SOPs and use root-cause analysis to resolve systemic operational issues.
• Understanding of customer support and commercial performance metrics; able to translate data into clear recommendations.
• Experience delivering operational initiatives involving AI, workflow automation or process optimization.
• Proficiency with Microsoft Office (advanced Excel) and reporting/visualization tools such as Power BI or Tableau.
• Experience with modern CCaaS and CRM platforms (Genesys Cloud, Salesforce), including telephony workflows and queue management.
• Bachelor’s degree in Business Administration, Operations Management or related field, or equivalent leadership experience.

Responsibilities

• Coach and develop managers and supervisors across Air Services, Retention, Tier 2 Support and Application Support.
• Translate customer success strategy into clear goals, performance expectations and daily operational priorities.
• Evaluate workflows, save strategies and support processes to identify inefficiencies, reduce costs and improve outcomes.
• Create and maintain scalable standard operating procedures that support consistency, compliance and service quality.
• Use AI, automation and workflow improvements to simplify processes and strengthen operational effectiveness.
• Analyze customer success and operational metrics (FCR, CSAT, NPS, CES, save rates, SLAs, GDS, Salesforce, Genesys Cloud).
• Lead root‑cause analysis for recurring system, process and performance issues; implement preventative actions.
• Manage critical customer escalations and high‑value account issues while protecting relationships and brand.
• Partner with Contact Center, IT, Sales, Product, Operations and BPO teams to deliver policy, process and tech improvements.
• Lead operational projects such as CRM and telephony upgrades, workflow automation and seasonal peak preparation.

Job description

We may close this vacancy earlier than the advertised closing date if we receive a high volume of applications or identify suitable candidates through our sourcing activities. We therefore encourage interested applicants to submit their application as early as possible.

At TTC, we are enriching lives by connecting people and places.

For over 100 years, we have been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing and change perspectives.

Behind every unforgettable journey is a passionate team making it happen. That is where you come in.

Our Values

• Value Every Voice: We put people first.
• Act with Integrity: We do what is right.
• Explore Beyond Boundaries: We are driven by curiosity.
• Own the Outcome: We take responsibility for our decisions.
• Succeed Together: We have each other's backs.

ABOUT THE ROLE

We are looking for an Operations Manager, Customer Success to lead, scale and optimize our core customer operations, including Air Services, Retention, Tier 2 Support and Application Support.

Reporting to the Director of Customer Success, you will turn strategy into effective daily operations across a distributed global workforce. You will work closely with regional leaders, onshore teams and BPO partners to improve customer journeys, strengthen service quality and drive retention, revenue growth and operational efficiency.

This is a hands‑on leadership role for someone who can combine people management, data analysis and process improvement. You will help teams navigate complex challenges, resolve critical escalations and deliver scalable solutions that create long‑term stability.

WHAT YOU WILL DO

• Coach and develop managers and supervisors across Air Services, Retention, Tier 2 Support and Application Support.
• Translate customer success strategy into clear goals, performance expectations and daily operational priorities.
• Evaluate customer workflows, save strategies and support processes to identify inefficiencies, reduce costs and improve outcomes.
• Create and maintain scalable standard operating procedures that support consistency, compliance and service quality.
• Use AI, automation and workflow improvements to simplify processes and strengthen operational effectiveness.
• Analyze customer success and operational metrics, including FCR, CSAT, NPS, CES, save rates, SLAs, GDS, Salesforce and Genesys Cloud data.
• Lead root‑cause analysis for recurring system, process and performance issues, implementing preventative solutions and corrective action plans.
• Manage critical customer escalations, operational disruptions and high‑value account issues while protecting the customer relationship and brand.
• Partner with Contact Center, IT, Sales, Product, Operations and BPO teams to deliver policy, process and technology improvements.
• Lead operational projects such as CRM and telephony upgrades, workflow automation and seasonal peak preparation.

ABOUT YOU

• You have at least five years of progressive leadership experience in Customer Success, Contact Center or Customer Support Operations.
• You have experience leading managers or supervisors within complex, distributed or global operations.
• You can audit workflows, develop scalable SOPs and use root‑cause analysis to resolve systemic operational issues.
• You understand customer support and commercial performance metrics and can turn complex data into clear recommendations.
• You have experience delivering operational initiatives involving AI, workflow automation or process optimization.
• You are proficient with Microsoft Office, including advanced Excel skills, and comfortable using reporting and visualization tools such as Power BI or Tableau.
• You have experience with modern CCaaS and CRM platforms, such as Genesys Cloud and Salesforce, including telephony workflows and queue management.
• You hold a bachelor's degree in Business Administration, Operations Management or a related field, or bring equivalent practical leadership experience.