Change Management-Jobs in Deutschland

Location: Toronto, ON (Hybrid – 4 days in office, 1 day remote)

Join a high-performing Customer Support Centre of Excellence focused on delivering effortless experiences in the moments that matter. This team leverages technology, automation, and agile delivery to improve outcomes for both customers and internal teams. We work collaboratively across digital, retail, and service lines to drive transformation, improve service, and solve complex problems at pace.

As the Manager, Business Performance, you will oversee a specific customer-facing business portfolio and act as a general manager and key liaison between operations and product/business teams. You’ll be accountable for driving operational excellence, leading business reviews, managing vendor and stakeholder relationships, and helping design experiences that meet customer and business expectations.

• Lead Period Business Reviews (PBRs) with internal stakeholders to assess performance, identify trends, and drive accountability.

• Track and ensure completion of action items resulting from business reviews.

• Oversee change management timelines, ensuring alignment with business goals, identifying cross-functional dependencies, and managing risk.

• Monitor daily service level performance, address exceptions, and uncover root causes of variances.

• Identify operational gaps, cost drivers, and opportunities for improvement or innovation.

• Evaluate financial implications of change and recommend strategies to reduce operational costs.

• Define and align priorities across stakeholders to ensure timely execution of initiatives.

• Manage vendor invoice reviews and drive accountability for performance-based penalties or costs.

• Support and guide the development of processes that enable high-quality customer service.

• Deliver reporting and performance insights to senior leadership.

• Participate in quality assurance reviews, assess agent performance, and recommend process or technology enhancements.

• Act as a point of escalation for customer case resolution, working cross-functionally to resolve issues.

• Support vendor teams with process clarification, issue resolution, and performance enablement.

• Participate in resource planning and forecasting discussions as needed.

• Deliver ad hoc performance reports and impact analyses.

• 3–5 years of experience in business performance, operations, or related roles.

• Background in eCommerce or contact centre environments preferred.

• Proficient with Microsoft Office (Word, Excel, PowerPoint); experience with Salesforce (Marketing/Service Cloud) a plus.

• Strong organizational and multitasking skills, with the ability to navigate a fast-paced, evolving environment.

• Proven stakeholder management skills and experience working with both internal and external partners.

• Skilled in identifying root causes, assessing risk, and implementing practical solutions.

• Exceptional communication, presentation, and interpersonal skills.

• Comfortable analyzing KPIs and aligning business performance to financial and operational goals.

• Strategic mindset with strong attention to detail and a hands-on approach to problem solving.