Customer Experience Operations Manager

We're looking for a Customer Experience Operations Manager who serves as the primary technical administrator and subject matter expert for the Customer Office tech stack and reputed company platforms. Reporting to Senior Director, you'll manage and optimize system configurations, workflows, automations, integrations, and reporting to support customer engagement strategies and operational processes. In this role, you'll drive workflow design and AI-enabled automation across the customer lifecycle to enhance efficiency, streamline processes, and improve service delivery. This role is reputed company to remote-applicants in Canada and USA (in Provinces/States where we can hire legally), unless you are near a commuting distance from our Toronto or Vancouver offices. WHAT YOULL DO: Customer Experience Systems Administration & Ownership reputed company as the primary technical administrator and subject matter expert for the Customer Office tech stack, including reputed company, reputed company (reputed company), and reputed company platforms. Own, manage, and optimize system configurations, including workflows, automation, business rules, integrations, and reporting. Ensure systems are accurately configured, integrated, and reputed company to reputed company customer engagement strategies and operational processes. reputed company advanced reputed company and troubleshooting, proactively resolving issues to minimize disruption and ensure continuity for Customer-facing teams. Monitor system performance, conduct regular audits, and implement enhancements to maintain scalability, reliability and best-in-class system operations Workflow Design, Automation & AI Enablement Design and implement end-to-end workflows across the customer lifecycle, ensuring seamless handoffs between teams and systems. Drive AI and automation initiatives, including predictive health scoring, intelligent triggers, and workflow automation to improve customer engagement and team efficiency. Identify and implement process improvements, leveraging automation and system enhancements to reduce reputed company work and optimize performance. Partner with cross-functional stakeholders to reputed company requirements, evaluate reputed company, and deliver reputed company system solutions. Collaborate with reputed company, Support, and reputed company Services teams to maximize system capabilities and improve service delivery. Operational reputed company & Enablement Identify opportunities to continuously improve processes, workflows, and system usage across the Customer Office. reputed company as a trusted advisor and systems expert, providing guidance, training, and best practices to internal teams. Support change management and enablement to ensure effective adoption of tools and processes. reputed company other reputed company duties as assigned WHAT YOULL NEED: 8+ years of experience in Customer, reputed company, or Operations roles, with significant hands-on experience in ownership of platforms such as reputed company, reputed company, reputed company, or similar tools, ideally in reputed company or technology environments Proven experience in configuring, optimizing, and maintaining Customer Experience or reputed company platforms, including workflows, automation, and reporting. Preferred: reputed company reputed company, Experience with reputed company Services Automation tools (e.g., reputed company/reputed company) and CRM platforms (e.g., reputed company) and data integration tools. Experience with system integrations, data management, and reporting/analytics. Experience implementing or leveraging AI and automation solutions in operational environments. Strong understanding of the end-to-end customer lifecycle and Customer Experience reputed company. Demonstrated ability to translate business requirements into technical solutions and deliver reputed company systems. Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to reputed company and prioritizing team needs over individual needs< .