Senior Business Operations Manager

Accountabilities:

• • Lead the implementation of AI-driven customer support experiences, including customer journey design, Help Center optimization, and customer-support chatbot implementation.
  • Establish structured feedback loops between customer support and product teams to identify recurring issues and drive root-cause resolution.
  • Prepare customer-facing teams for new product and feature launches by coordinating knowledge-base updates, emerging customer issues, and training initiatives with enablement teams.
  • Partner with support leadership to establish and maintain a scalable Knowledge Base optimized for self-service, AI capabilities, and support-agent contributions.
  • Drive technical solutioning for CRM and customer-success tools, including feature prioritization, user adoption, usage tracking, and feedback collection.
  • Lead the end-to-end design and implementation of an improved enablement portal for customer-facing teams, ensuring it is intuitive, searchable, and easy to maintain.
  • Define key customer support and customer success metrics and collaborate with data teams on metric definitions, dashboards, and automated reporting.
  • Build automations and internal tools hands-on where appropriate, while partnering with systems and data teams to scale larger solutions.
  • Lead cross-functional programs from concept through implementation and adoption, influencing stakeholders across multiple functions.
  • Identify opportunities to simplify processes, improve customer experiences, increase operational efficiency, and introduce scalable technology solutions.
  • Use data and customer insights to prioritize initiatives and measure the impact of operational improvements.

  Requirements

  • Demonstrated experience redesigning operational processes and delivering measurable improvements.
  • Strong customer empathy and a clear understanding of what creates simple, effective, and seamless customer experiences.
  • Structured problem-solving skills, with the ability to transform ambiguous problems into clear diagnoses, options, and well-supported recommendations.
  • Proven ability to lead complex cross-functional initiatives from strategy and design through implementation and adoption.
  • Strong technical aptitude or technical expertise, with the ability to build simple tools and automations independently, assess technical trade-offs, and collaborate effectively with systems and data teams.
  • Hands-on experience with AI-powered or AI-assisted development tools is an advantage.
  • Strong data fluency and comfort using quantitative evidence to prioritize decisions and evaluate outcomes.
  • Experience with customer support or customer success operations is highly desirable.
  • Excellent stakeholder management and communication skills, with the ability to influence without relying on formal authority.
  • Strong organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
  • A proactive, customer-oriented mindset with the ability to take ownership from problem identification through execution.
  • Ability to collaborate effectively in a global, cross-functional environment.

  Benefits

  • Base salary: CA$109,800–CA$159,800 CAD gross for Zone A locations.
  • Base salary: CA$118,500–CA$168,500 CAD gross for Zone B locations.
  • Potential eligibility for equity awards and company incentive programs, including discretionary annual bonuses or sales commissions.
  • Comprehensive health, life, and disability insurance.
  • Employee stock ownership opportunities.
  • Competitive retirement and pension plans.
  • Generous vacation and personal days.
  • Parental leave and family-care support programs.
  • Mental health and wellbeing programs and resources.
  • Global Employee Assistance Program.
  • Training, professional development, and learning opportunities.
  • Employee Resource Groups and community-building initiatives.
  • Commute subsidy, where applicable.
  • Office snacks, where applicable.
  • Volunteering and donation-matching programs.
  • Remote-work opportunities, with the role available in eligible Canadian locations.
  • Inclusive and collaborative global work environment.