Operations Manager

Aspire Software

. Manage and coach Support and Professional Services teams; set goals, monitor performance, and foster accountability and continuous improvement .

Posted 10/6/2026full-timeRemote • CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer support and professional services teams, focusing on continuous improvement and customer satisfaction. Proficient in leveraging AI and automation to enhance service delivery and streamline operations.

Highest-signal resume keywords

Customer Support ManagementAI Deployment ExperienceTeam LeadershipData-Driven Decision MakingProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer OperationsService DeliveryWorkflow DesignPerformance MonitoringCustomer OnboardingMetrics AnalysisAutomation ImplementationCustomer Journey MappingProblem Solving

Soft Skills

CommunicationLeadershipCollaborationAccountabilityContinuous Improvement

Tools & Technologies

TeamSupportJiraSalesforcePower BIAI-Assisted Tools

Certifications & Qualifications

PMP Certification

Industry Keywords

SaaSCustomer Experience StrategyPost-Sales ServiceSupport OperationsService-Level Agreements

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Manage and coach Support and Professional Services teams; set goals, monitor performance, and foster accountability and continuous improvement
Ensure a consistent, high-quality customer experience across support and services touchpoints
Design and refine workflows for ticket handling, triage, escalations, and service-level agreements; identify and remove bottlenecks
Own customer satisfaction KPIs and implement initiatives to meet or exceed targets
Collaborate with Product, Engineering, Sales, and Account teams to resolve issues, advocate for customers, and streamline handoffs
Help manage TeamSupport, Jira, and other support and service platforms; recommend improvements and automations
Identify trends and common issues to proactively improve product and service offerings
Champion AI and automation to reduce handling time, improve first-contact resolution, and surface insights
Pilot, measure, and scale AI capabilities across the support stack; establish responsible, accurate, and secure AI-use guardrails
Own customer onboarding and implementation end to end, using AI to accelerate time-to-value
Use AI-assisted playbooks, searchable knowledge, and on-demand answers to improve onboarding and enablement for Support and Services hires

Requirements

What you’ll need

3+ years of experience in customer support, professional services, or customer operations, preferably in a SaaS or technology company
1–2 years of experience managing people or leading teams
Strong understanding of customer service best practices and post-sales service delivery
Proven experience driving improvements in customer operations
Excellent communication, leadership, and problem-solving skills
Proficiency with tools such as TeamSupport, Salesforce, Jira, and Power BI
A data-driven mindset, with the ability to analyze metrics and act on insights
Hands-on experience deploying AI or automation, such as AI-assisted triage, chatbots, automated quality assurance, intelligent knowledge management, onboarding programs, or training content
Experience owning customer onboarding or implementation, with a focus on shortening time-to-value
Experience scaling support or services operations
Experience building or leading a global or distributed team
A project management background, such as PMP certification or experience with Agile methodologies
Exposure to customer journey mapping or customer experience strategy