Customer Experience/Operations Manager

Pay: CA$72,000.00 - CA$88,000.00 per yearSalary: $72,000-$88,000 CAD annually, based on experienceExisting Vacancy: This posting is for an active, immediate vacancy.About the RoleWe are a growing online retailer specializing in automotive parts and accessories. We’re looking for a Customer Experience & Operations Manager to lead and improve our Order Status and Returns customer-support operation.You’ll work from our Richmond Hill, ON office and partner closely with our Philippines-based lead and customer-support team of 8 agents. This is a hands‑on leadership role focused on customer experience, team performance, process improvement, and growth.Key Responsibilities
Lead and support the Philippines Office Team Lead and customer-service team.Establish clear KPIs and expectations for productivity, quality, response times, resolution times, and customer satisfaction.Review team performance and identify trends, challenges, and opportunities for improvement.Coach and develop the Office Team Lead and support effective training and performance management.Help develop staffing plans and the leadership structure as the team grows.Monitor customer feedback, escalations, and recurring service issues.Identify opportunities to improve the customer journey and overall service quality.Act as an escalation point for complex or significant customer issues.Ensure customer-service feedback is communicated to the appropriate teams.Review and improve SOPs, workflows, and escalation processes.Identify bottlenecks, inefficiencies, and repetitive tasks.Lead initiatives that improve efficiency, service quality, and scalability.Identify opportunities for automation and better use of technology.Work with warehouse, shipping, purchasing, merchandising, and other departments to resolve recurring operational issues.Analyze customer-service and operational data and prepare regular performance reports.Develop team goals and action plans.Conduct regular meetings with the Philippines leadership team.Maintain strong communication between the Ontario and Philippines teams.Provide leadership with updates on performance, staffing, customer trends, and operational challenges.What We're Looking For
5+ years of experience in customer service, contact center, operations, or people leadership.Experience managing or leading customer-service teams.Experience with offshore, remote, or geographically distributed teams is strongly preferred.Strong leadership, communication, and coaching skills.Experience working with KPIs and performance data.Strong problem-solving and process‑improvement abilities.Highly organized and comfortable managing multiple priorities.Experience with CRM, ticketing, order-management, or similar systems.Automotive experience is not required. Experience in e-commerce, BPO, retail, logistics, telecommunications, financial services, or other high-volume customer-service environments is highly transferable.Hours and Location
Monday‑Friday 9AM-5:30 PM ETOccasional after hours or weekend coverageWhat We Offer
On‑site parkingCompany eventsOpportunity to help shape a growing international customer‑support operationCompany eventsDental careOn‑site parking
#J-18808-Ljbffr