Operations Specialist

AppHelp by AppDirect; Montreal (administrative region); On-site; CAD 65,000 - 95,000; Full time

Job summary

AppHelp by AppDirect is seeking an Operations Specialist to support day-to-day operations for key programs within our Support Operations team. You will collaborate with outsourced partners and internal teams to design efficient tools and monitor KPIs.

The role emphasises data-driven decision making, rapid learning, and proactive process improvements, including knowledge base maintenance and AI-assisted troubleshooting.

Qualifications

• 3-5 years of experience in Service Delivery, Operations Management, Customer Service, or related area with focus on productivity suites and cloud apps.
• Familiarity with CRM and call center software and KPIs (CSAT, NPS, FCR, AHT).
• Experience with AI-powered support tools and LLM-based platforms.
• Comfort supporting or contributing to tooling migrations or process standardization.

Responsibilities

• Work with outsourced partners and internal Support team to achieve world class operational standards.
• Design tools using Devs.ai or similar platforms to maximize efficiency.
• Monitor productivity, analyze data, create reports, and present to stakeholders.
• Support program launches from concept to optimization.
• Contribute to strategic planning to increase revenue and reduce costs.
• Analyze forecasting and labor processes; advise on cost-effective resource management.
• Provide expert-level support on Microsoft, Google and other cloud apps.
• Develop and maintain knowledge base to reduce escalations.

Skills

Data-driven

Fast learner

Collaborative

Proactive

Innovative

Adaptable

Training & coaching

Resilient

Education

Bachelor's degree in Business Administration / Operations Management / IT or related field

Tools

CRM software

Call center software

AI-powered support tools / LLM platforms

Job description

Job Description

Pour la version française de cette description de poste, veuillez consulter le lien suivant / For the French version of this job description, please refer to the following link:

• spécialiste des opérations

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

About You

You are a resourceful, innovative lover of all thing’s tech, you like nothing more than collaborating with those around you and are quick to learn new technologies.

As an Operations Specialist, you will be part of our Support Operations team where you will support and contribute to the day-to-day operations for key strategic programs. If you're not sure what Service Delivery is, here's a quick breakdown: we provide technical support and cloud services to a range of service providers (think AppDirect, Devs.ai, TELUS or Comcast, Microsoft 365 or Google Apps for example) using software that we develop in-house.

What You'll Do And How You'll Have An Impact

• Work closely with our outsourced partners and internal Support team to achieve world class operational standards.
• Use Devs.ai or similar platform to design tools aimed at maximizing efficiency.
• Monitor productivity by analyzing data, creating reports and presenting information to stakeholders. Having in-depth knowledge of Excel will be a massive asset.
• Support exciting program launches, from project initiation (concept) to operational optimization (reality).
• Contribute to strategic planning sessions with a view to increasing revenue and reducing costs.
• Look into current forecasting and labor requirement processes and provide recommendations for cost effective resource management in line with budgets.
• Analyze operational KPIs and provide deep analysis when necessary to test hypotheses that affect our understanding of programs and their delivery.
• Work closely with the Quality team to drive work class technical customer support services.
• Identify areas of improvement in Support Operations processes and implement changes to enhance efficiency and effectiveness.
• Provide expert-level support and guidance to customer support team members on Microsoft, Google and other cloud application-related issues.
• Implement procedures to reduce escalations to Microsoft, Google, and other vendors by developing and maintaining a comprehensive technical knowledge base.

What We’re Looking For

• Data-oriented – you make decisions based on insights you obtained both from structured and unstructured data.
• Quick-to-learn – you may be unfamiliar with some of the technologies we use, or with the market we operate in, and that’s okay. What matters is that you get up to speed fast.
• Collaborative – you are keen to learn from those around you, but you’re not afraid to ask questions and offer up your own opinion too.
• Proactive – not only do you complete projects as required, you go further to explore the possibilities of the given technology in order to enhance or improve the end product.
• Innovative - you like to approach things from a different perspective and are good at problem-solving.
• Adaptable – comfortable working in a fast-paced environment with shifting priorities, while ensuring all operational tasks are completed accurately and on time.
• Training & Coaching – you are able to identify coaching and training opportunities, create training materials, and deliver Train-the-Trainer (TTT) sessions.
• Resilient - Ensure operations continue smoothly by minimizing customer impact, regardless of the circumstances.
• Education - A bachelor's degree in Business Administration, Operations Management, Information Technology, or a related field would be an asset
• Experience -
  • 3-5 years of experience in Service Delivery, Operations Management, Customer Service, or a related area, with specific industry experience in providing advanced technical support for productivity suites and cloud apps.
  • Familiarity with call center software, customer relationship management (CRM) systems, and other relevant technology.
  • Acquainted with call center key performance indicators (KPIs) such as CSAT, NPS, FCR, AHT, and others.
  • Experience with AI-powered support tools and LLM-based platforms — comfortable leveraging AI for troubleshooting, knowledge base management, and operational efficiency
  • Experience supporting or contributing to a support consolidation, tooling migration, or process-standardization initiative is a distinct advantage.

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: https://www.appdirect.com/about/privacy-notice

At AppDirect, AI tools may assist our recruitment team with administrative automations — always under human oversight. AI tools do not make hiring decisions or solely automated decisions about your candidacy – all decisions are made by our people. By submitting your application, you acknowledge that your information may be processed in this way. You may request access or deletion at any time by contacting [e-mail].