FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Lead operational workstreams across Customer Care from problem definition through implementation, launch, and ongoing improvement
- Identify opportunities to simplify processes, reduce manual work, improve customer and advocate experiences, and increase operational efficiency
- Build and improve automations and self-service experiences, including forms, guided flows, troubleshooting journeys, chat experiences, and digital support tools
- Work with APIs, integrations, and support platforms to connect systems, surface information, and automate repetitive workflows
- Translate operational requirements into technical or process solutions with Engineering, Product, IT, vendors, and other teams
- Coordinate Care initiatives, including stakeholders, requirements, timelines, dependencies, testing, launch readiness, and follow-up
- Support rollout of products, policies, tools, and operational programs by assessing Care impact and coordinating readiness activities
- Partner with Care leadership and frontline teams to develop scalable solutions to recurring operational challenges
- Analyze customer contact data, operational metrics, workflow performance, and frontline feedback
- Build lightweight tools, dashboards, workflows, and operational solutions
- Optimize Tonal’s digital self-service ecosystem, public knowledge experience, automated workflows, and customer-facing support journeys
- Partner with Content and Enablement owners on customer-facing and internal knowledge initiatives
- Document processes and ensure operational changes are communicated, tested, and adopted
- Identify risks, blockers, and dependencies and drive them toward resolution
- Manage multiple concurrent workstreams and adjust priorities
- Continuously improve Care’s use of technology, automation, data, and processes
Requirements
What you’ll need- 3–5 years of experience in customer operations, business operations, support operations, technical operations, program management, or a related field
- Experience independently driving operational projects or workstreams from problem definition through implementation
- Comfort working across process and technology
- Hands-on experience with APIs, integrations, automation tools, or low-code/no-code platforms, or ability to learn new systems quickly
- Ability to understand technical concepts and work effectively with Engineering or technical teams
- Ability to break ambiguous operational problems into manageable components and drive practical solutions
- Strong project coordination skills, including managing stakeholders, timelines, requirements, dependencies, testing, and launch activities
- Ability to analyze operational data and customer support trends
- Understanding of customer support operations and how systems, workflows, policies, and frontline behaviors influence customer experience
- Comfort working with multiple cross-functional teams and balancing competing priorities
- Clear communication across operational, technical, and business stakeholders
- Experience with customer support platforms, CRM systems, knowledge management tools, chat platforms, or self-service technologies
- Experience building workflows using APIs, webhooks, automation platforms, or low-code/no-code solutions
- Experience with Salesforce, Stonly, Zendesk, Intercom, or similar customer support technology
- Experience with SQL, business intelligence tools, or operational dashboards
- Basic understanding of REST APIs, JSON, authentication, data flows, or system integrations
- Authorization to work in Canada
Benefits
Comp & perks- Health insurance
- Retirement savings benefits
- Life insurance
- Disability benefits
- Flexible paid time off
- Parental leave
- Other additional benefits