Operations Manager

The Travel Corporation

. Lead, scale and optimize core customer operations, including Air Services, Retention, Tier 2 Support and Application Support .

Posted 10/30/2026full-timeRemote • CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading customer operations, optimizing workflows, and implementing scalable standard operating procedures. Proficient in analyzing customer success metrics and leveraging AI and automation to enhance operational efficiency.

Highest-signal resume keywords

Customer Success LeadershipOperational Efficiency ImprovementRoot-Cause AnalysisAI and Workflow AutomationCRM and CCaaS Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support OperationsPerformance Metrics AnalysisWorkflow OptimizationData-Driven RecommendationsStandard Operating Procedures DevelopmentTelephony Workflow ManagementQueue ManagementAdvanced Excel SkillsReporting and Visualization ToolsOperational Initiative Delivery

Soft Skills

Coaching and DevelopmentCross-Functional CollaborationProblem-SolvingLeadershipCommunication

Tools & Technologies

SalesforceGenesys CloudPower BITableauMicrosoft Office

Industry Keywords

Customer Journey ImprovementService QualityRetention StrategiesGlobal Operations ManagementContact Center Operations

Tech Stack

Tools & technologies

CloudTableau

About the role

Key responsibilities & impact

Lead, scale and optimize core customer operations, including Air Services, Retention, Tier 2 Support and Application Support
Turn customer success strategy into effective daily operations across a distributed global workforce
Work with regional leaders, onshore teams and BPO partners to improve customer journeys, service quality, retention, revenue growth and operational efficiency
Coach and develop managers and supervisors
Translate strategy into goals, performance expectations and daily operational priorities
Evaluate workflows, save strategies and support processes to identify inefficiencies, reduce costs and improve outcomes
Create and maintain scalable standard operating procedures supporting consistency, compliance and service quality
Use AI, automation and workflow improvements to strengthen operational effectiveness
Analyze customer success and operational metrics including FCR, CSAT, NPS, CES, save rates, SLAs, GDS, Salesforce and Genesys Cloud data
Lead root-cause analysis and implement preventative solutions and corrective action plans
Manage critical customer escalations, operational disruptions and high-value account issues
Partner with Contact Center, IT, Sales, Product, Operations and BPO teams on policy, process and technology improvements
Lead operational projects such as CRM and telephony upgrades, workflow automation and seasonal peak preparation

Requirements

What you’ll need

At least five years of progressive leadership experience in Customer Success, Contact Center or Customer Support Operations
Experience leading managers or supervisors within complex, distributed or global operations
Ability to audit workflows, develop scalable SOPs and use root-cause analysis to resolve systemic operational issues
Understanding of customer support and commercial performance metrics, with ability to turn complex data into clear recommendations
Experience delivering operational initiatives involving AI, workflow automation or process optimization
Proficiency with Microsoft Office, including advanced Excel skills
Comfortable using reporting and visualization tools such as Power BI or Tableau
Experience with modern CCaaS and CRM platforms, such as Genesys Cloud and Salesforce, including telephony workflows and queue management
Bachelor's degree in Business Administration, Operations Management or a related field, or equivalent practical leadership experience