Customer Experience Operations Manager (Pillar Lead) in Canada Creek, Nova Scotia at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Experience Operations Manager (Pillar Lead) in Canada.

This role sits at the center of a high-impact customer experience organization responsible for delivering seamless, efficient, and high-quality support across a large-scale marketplace platform. You will own the operational performance of key CX pillars, shaping strategy, driving execution, and ensuring continuous improvement across customer support operations. Acting as both a people leader and operational strategist, you will manage a small team while partnering closely with product, engineering, vendor management, and business stakeholders. The role requires a strong balance of analytical thinking, execution excellence, and cross-functional collaboration to improve core CX metrics such as CSAT, resolution speed, and efficiency. You will also help scale vendor operations and standardize processes across multiple support channels and geographies. This is a hands-on leadership role with direct influence on customer satisfaction and operational performance at scale.

• Own end-to-end operations for assigned customer experience pillar(s), including strategy, quarterly planning, KPI definition, and SLA performance management.
• Lead, coach, and develop a team of direct reports, ensuring strong performance management, goal setting, and career development support.
• Manage vendor and BPO performance across staffing, quality assurance, workforce planning, and operational delivery.
• Partner with Product, Engineering, Design, and Support teams to launch improvements that reduce contact rates and enhance customer experience.
• Build and maintain dashboards and reporting tools to monitor performance, identify trends, and support data-driven decision-making.
• Lead incident management processes, including root cause analysis, issue resolution, and implementation of preventive measures.
• Drive continuous improvement through standardized operating procedures, training programs, and change management initiatives.
• Run experiments and evaluate operational changes to measure impact on efficiency, cost, and customer satisfaction.
• Present insights and performance updates in weekly and monthly business reviews with cross-functional stakeholders.

• 6+ years of experience in customer experience, support operations, or program management within tech, marketplace, e-commerce, or BPO environments.
• 2+ years of people management experience, including coaching, performance management, and team development.
• Strong experience managing BPO or vendor operations, including SLA tracking, QA processes, and workforce planning.
• Proficiency in data analysis using SQL and experience with BI tools such as Looker or Tableau.
• Advanced skills in Excel or Google Sheets for operational reporting and analysis.
• Proven ability to collaborate with Product and Engineering teams on automation and process improvement initiatives.
• Strong communication and stakeholder management skills, with experience leading business reviews.
• Experience working in fast-paced, high-volume operational environments.
• Bachelor’s degree or equivalent practical experience in Business, Operations, Engineering, or related fields.

• Competitive compensation with Canada-based salary range of approximately CAD $143,000–$151,000.
• Equity opportunities through new hire grants and annual refresh programs.
• Remote-first flexible work environment across eligible Canadian provinces.
• Comprehensive health, dental, and vision insurance coverage.
• Paid time off and flexible vacation policies supporting work-life balance.
• Opportunity to lead high-impact CX operations at large scale.
• Strong focus on professional development and leadership growth.
• Exposure to cross-functional collaboration in a fast-growing tech environment.