Manager, Customer Operations & Data Services

Some of what you will do:

The Manager of Customer Operations and Data is responsible for leading a national team that supports customer account setup, maintenance, e-commerce administration, and data operations across multiple platforms and workflows. This role ensures data integrity, operational consistency, and service excellence while enabling sales growth, customer retention, and efficient customer experience. The role combines leadership of day-to-day customer operations with oversight of customer data configuration, account governance, and continuous improvement initiatives. The Manager of Customer Operations and Data is accountable for optimizing service levels, managing escalations, improving workflows, and equipping associates with the tools, training, and support needed to deliver timely, accurate, and customer-centric outcomes. This position partners closely with Sales, Customer Success, IT, Implemetation, Operations, and other internal stakeholders to align processes, improve system functionality, and support evolving customer and business requirements. The role also contributes to strategic initiatives that improve operational scalability, strengthen controls, and enhance the overall customer experience.

Specifically, You Will:

• Lead the daily activities of the Customer Operations and Data team across national Workflows.

• Manage workforce scheduling, queue balancing, and task allocation to ensure service level agreements are achieved and customer requests are handled accurately and efficiently.

• Oversee the creation, configuration, and maintenance of customer accounts in ERP and related systems, ensuring alignment with business rules, customer requirements, and operational standards.

• Ensure data integrity across ERP, CRM, e-commerce, and reporting systems by establishing controls, monitoring quality, and driving corrective action when issues are identified.

• Lead the management of departmental inboxes and customer operations requests, including escalations, future-dated requests, onboarding support, customer account changes, and exception handling.

• Monitor performance against SLA targets, operational KPIs, and service quality standards; communicate results, trends, and risks to leadership on a regular basis.

• Escalate critical service, system, or process issues that may impact customer experience, compliance, or revenue, and coordinate resolution with internal business partners.

• Collaborate with Sales, Customer Success, Customer Implementation, IT, Credit, Contracts, Transportation, and other functional teams to support customer onboarding, account changes, and ongoing account maintenance. 

• Identify, design, and implement process improvements, automation opportunities, tools, templates, and training materials to increase efficiency, reduce manual effort, and improve service quality.

• Support the rollout and adoption of self-service tools and operational enhancements for internal stakeholders and customers. 

• Create and maintain operational procedures, documentation, and training resources to ensure consistency, continuity, and knowledge sharing across the team

• Lead regular team meetings, one-on-ones, coaching sessions, and performance discussions to build capability, reinforce accountability, and support associate development. 

• Partner with leadership to support strategic initiatives related to customer operations, data services, service model evolution, and organizational scalability. 

• Use operational data, customer trends, and workflow insights to recommend improvements that enhance profitability, customer satisfaction, and employee productivity. 

• Ensure customer-facing and internal communications are clear, timely, and aligned with brand and service standards.

Physical demands/working conditions:

• Remote / Office environment

• This role involves minimal travel through Canada.

Some of what you need:

• Post-secondary education in Business Administration, Operations, Customer Success, Information Management, or a related field preferred 

• Equivalent combination of education and progressive relevant experience will also be considered.

• 5+ years of experience in customer operations, sales support, customer data administration, e-commerce support, or related operational functions 

• People leadership experience, including coaching, performance management, and team development 

• Experience managing service levels, work queues, escalations, and continuous improvement initiatives 

• Experience working with customer account setup, maintenance, onboarding, or data governance processes

• Strong understanding of Alpha, CFS, SFDC, Eway, and related customer data / ordering systems

• Strong knowledge of customer account administration, ERP systems, CRM tools, e-commerce platforms, and operational workflows

• Demonstrated ability to lead teams in a high-volume, service-driven environment

• Strong analytical, problem-solving, and decision-making capabilities

• Ability to translate operational requirements into scalable processes and practical soutions

• Excellent written and verbal communication skills · Strong organizational skills and attention to detail 

• Customer-centric mindset with a focus on continuous improvement 

• Proficiency in Microsoft Office Suite, especially Excel, Word, and PowerPoint

• Experience with process documentation, workflow optimization, and operational reporting 

• Ability to work cross-functionally and influence outcomes across multiple stakeholder groups

• Associate discount

• Health and Dental benefits

• RRSP/DPSP

• Performance bonuses

• Learning & Development programs

• And more…

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