We’re looking for a Senior Manager, CS Systems & Optimization to own and evolve the business systems, workflows, and operating procedures that power our Customer Success teams.
Reporting to the Senior Director, CS Optimization, this role is accountable for the end-to-end system strategy , governance, and continuous improvement of the core CRM and contact centre platforms used by Customer Success. You will ensure system design aligns with operational strategy, supports scalable processes, and drives a consistent, high-quality customer experience.
This is a business systems leadership role embedded within Customer Success, combining hands-on platform ownership with strategic process design.
What You’ll Do
- Proven ability to prioritize and drive systems and process changes in complex, cross-functional environments, including influencing stakeholders without direct authority.
- Own the design and continuous optimization of CS specific Salesforce workflows, automation, permissions, and case management to improve efficiency, scalability, and customer experience.
- Lead the evolution of contact centre systems (Salesforce Omni-Channel, Amazon Connect) and supporting tools to support high-performing, scalable support operations.
Standardized Customer Success processes (SOPs) aligned to system design. - Automation and optimization to improve scalability, efficiency, and consistency.
- Cross-functional initiatives with Data, Product, Engineering, and Internal Systems.
- Leadership of the CS Optimization team, including prioritization and governance.
What You Bring
- Salesforce Administrator Certification (required).
- 5+ years of experience in Customer Operations, CS Operations, RevOps, or similar.
- Deep hands-on experience configuring and administering CRM platforms (Salesforce preferred).
- Experience managing or supporting contact centre technologies (AWS preferred).
- Strong process design and systems architecture capability.
- Experience leading cross-functional systems initiatives.
- People leadership experience.
- Ability to translate operational needs into scalable system solutions.
As part of Ontario’s Pay Transparency requirements, TouchBistro is committed to open and equitable compensation practices. Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth. The final offer amount for this role will depend on geographical region, applicable experience, and the skillset of the candidate.
Salary is based on relevant skills, experience, and internal equity. This posting reflects an existing vacancy. Artificial intelligence (AI) tools may be used to support parts of the recruitment and selection process; however, all hiring decisions are made by our hiring managers and recruitment team.
What We Offer
At TouchBistro, we are a diverse group of restaurant-obsessed, tech-loving people brought together by a mission to support the passion and success of restaurateurs. You can feel confident joining a fun, vibrant, and rapidly growing environment. You will be working alongside driven individuals who are passionate, innovative, accountable, collaborative, and respectful.
The Perks:
- Generous Time Off Program
- Health, Dental, and Vision Benefits
- Flexible Health and Wellness Plan
- Parental Leave & top up
- Employee Assistance Program
- Professional Development
- Volunteer Program
- Monthly Lunches
About Us
TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and we know that while passion is plenty in the restaurant industry, time and money usually aren’t. Providing the most essential front of house, back of house and customer engagement solutions on one easy-to-use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience.
TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. Requests for accommodation due to a disability can be made at any stage of the recruitment process.
Top Skills
What We Do
TouchBistro is an all-in-one POS and restaurant management system that makes running a restaurant easier. Providing the most essential front of house, back of house, and guest engagement solutions on one powerful platform, TouchBistro helps restaurateurs streamline and simplify their operations – allowing them to spend less time manually connecting the dots, and more time connecting with guests and growing their business
