Manager, Customer Operations

Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world‑class networks, AI‑powered solutions, and digital experiences that elevate how people live, work, and play every day.We believe in empowering people. That’s why we equip our teams with cutting‑edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell.On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise‑scale customers. You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.Summary
The role of the Bell Business Markets (BBM) Client Services Manager, within the Service Provisioning Team, is to lead a team of client agents to deliver excellent customer service. This position is pivotal in not only managing day‑to‑day operations and team performance but also in driving the evolution of our services. The ideal candidate will be a strong people leader with a deep analytical mindset, capable of leveraging data and artificial intelligence to innovate and enhance our processes. You will support your team's growth while strategically identifying opportunities to streamline workloads, improve customer metrics, and implement AI‑driven solutions to gain efficiencies.Key Responsibilities
Effectively manage, coach, and develop a team of client agents, fostering a culture of high performance and continuous improvement.Conduct deep‑dive analysis of team performance and customer request data to identify trends, root causes, and opportunities for process optimization.Develop and execute data‑driven action plans to streamline workloads, improve efficiency, and enhance key customer metrics.Champion the use of AI by identifying opportunities to leverage automation and build AI agents to perform repetitive and less complex tasks.Oversee the organization and prioritization of workload in real‑time to meet customer‑requested due dates.Act as a catalyst for change by proactively identifying process gaps, proposing innovative solutions, and leading improvement initiatives.Handle escalated customer complaints with a focus on timely resolution and root cause analysis to prevent recurrence.Communicate expectations, analyze data, and prioritize actions to drive individual and team results.Maintain strong, collaborative relationships with sales teams and other internal partners to ensure a cohesive and efficient operation.Critical Qualifications
Leadership & Coaching: Proven ability to lead, coach, and develop operational teams, with strong interpersonal, negotiation, and mediation skills.Analytical & Problem‑Solving: Strong analytical thinking with the ability to perform deep‑dive analysis on complex datasets, identify trends, and translate insights into actionable plans.Data‑Driven Decision Making: Demonstrated ability to use data to assess the impact of work, make informed decisions, and drive business outcomes.AI & Automation Acumen: A keen interest in and understanding of how to leverage AI and automation to solve business problems and drive efficiency.Change Management: Ability to act as a catalyst for change and continuous improvement in a dynamic environment.Adaptability & Prioritization: Strong ability to multitask, manage competing priorities, and adapt to fluctuating workloads.Communication: Excellent communication skills (both written and verbal) with the ability to convey complex ideas clearly and effectively.Technical Proficiency: Proficient in Microsoft Excel and PowerPoint for data analysis and presentation.Preferred Qualifications
Knowledge of French language ( speaking and writing)Previous experience in a leadership or coaching role, particularly with unionized teams.Knowledge of Provisioning Tools and Business Voice/Data products.Familiarity with data visualization tools (e.G., Tableau, Power BI).Adequate knowledge of French is required for positions in Quebec.Additional Information
Position Type:
ManagementJob Status:
Regular - Full TimeJob Location:
Canada : Quebec : Montreal || Canada : Ontario : OttawaWork Arrangement:
HybridApplication Deadline:
11/20/2026For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work‑life balance, Bell offers flexibility in work hours based on the business needs.We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well‑being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or View email address on ca.hrm.tc to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect, use, and disclose your personal information.
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