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Top Skills:
Cloud InfrastructureNetworking TechnologiesSupplier ManagementTelecom Services
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Role DescriptionResponsibilities
We’re looking for a Customer Experience Support Operations Manager to join our Customer Experience organization. In this role, you will lead the end-to-end delivery of projects that enhance the support journey for our customers. You’ll work cross-functionally to identify pain points, prioritize initiatives, and implement improvements to create a seamless, efficient, and scalable support experience.
This role sits at the intersection of operations, product, and support, and is ideal for someone who can combine systems thinking with execution.
- Own and drive the delivery of high-impact support experience initiatives—from problem definition through to implementation and measurement.
- Collaborate with support operations and engineering, and design to scope solutions and align on delivery timelines.
- Manage project timelines, risks, and communications for support experience improvements.
- Develop business requirements and use cases based on customer feedback, agent insights, and data analysis.
- Continuously evaluate and optimize existing customer support flows and tooling.
- Track the impact of delivered initiatives on key customer experience metrics.
- Advocate for the voice of the customer in internal decision-making.
- 6+ years of experience in program management, business analysis, or service delivery.
- Experience working within a customer support or CX function.
- Demonstrated experience leading cross-functional projects end to end.
- Strong analytical and problem-solving skills; ability to use data to inform decisions.
- Excellent communication and stakeholder management skills.
- Experience with support platforms (e.g. Zendesk, Salesforce Service Cloud) and routing logic is a plus.
- Comfortable operating in ambiguity and driving clarity in fast-moving environments.
- You hold a degree with a focus in business, technical, IT, product.
- You have 6+ years of relevant professional experience, ideally within a B2B, SaaS, or service environment, working closely with customer-facing and/or product teams.
- You have project management experience leading large cross functional projects.
- You have prior experience in a customer-facing role.
- You are self-driven, team player, effective, and possess strong problem-solving skills.
- You communicate clearly and concisely, with the ability to translate technical concepts for non-technical audiences and distill key information into succinct updates.
- You have demonstrated analysis skills, using tools like SQL, spreadsheets, or similar.
Canada Pay Range
$90,100—$121,900 CAD
What you need to know about the Montreal Tech Scene
With roots dating back to 1642, Montreal is often recognized for its French-inspired architecture and cobblestone streets lined with traditional shops and cafés. But what truly sets the city apart is how it blends its rich tradition with a modern edge, reflected in its evolving skyline and fast-growing tech industry. According to economic promotion agency Montréal International, the city ranks among the top in North America to invest in artificial intelligence, making it le spot idéal for job seekers who want the best of both worlds.
Key Facts About Montreal Tech
- Number of Tech Workers: 255,000+ (2024, Tourisme Montréal)
- Major Tech Employers: SAP, Google, Microsoft, Cisco
- Key Industries: Artificial intelligence, machine learning, cybersecurity, cloud computing, web development
- Funding Landscape: $1.47 billion in venture capital funding in 2024 (BetaKit)
- Notable Investors: CIBC Innovation Banking, BDC Capital, Investissement Québec, Fonds de solidarité FTQ
- Research Centers and Universities: McGill University, Université de Montréal, Concordia University, Mila Quebec, ÉTS Montréal
