Operations & Customer Experience Lead

Ontario Trillium Foundation; Town of West Seneca (NY); On-site; USD 42,000 - 62,000; Full time

Job summary

Ontario Trillium Foundation seeks an Assistant Manager to assist the General Manager in delivering outstanding operational results and customer experiences. You will help drive financial and service goals while ensuring compliance with policies, procedures, and safety standards.

The role emphasizes leadership, scheduling, inventory and cash handling, plus strong line-level supervision to maintain 100% customer satisfaction across channels.

Qualifications

• Experience leading shifts and coaching team members.
• Ability to manage scheduling, labor costs and staffing levels.
• Strong focus on customer service and policy compliance.

Responsibilities

• Lead, coach, and support Shift Managers and Team Members to deliver 100% customer satisfaction.
• Resolve customer concerns across in-person, phone, and online channels.
• Ensure cost control, quality, safety, cleanliness, and cash handling per standards.
• Manage labor, attendance, and performance records.

Skills

Leadership

Coaching

Team management

Scheduling

Customer focus

Operational excellence

Job description

Ontario Trillium Foundation seeks an Assistant Manager to assist the General Manager in delivering outstanding operational results and customer experiences. You will help drive financial and service goals while ensuring compliance with policies, procedures, and safety standards.

The role emphasizes leadership, scheduling, inventory and cash handling, plus strong line-level supervision to maintain 100% customer satisfaction across channels.