We’re hiring a Senior Manager to own and scale the business systems and workflows that power our Customer Support and Customer Success teams.
This role is focused on support operations — designing case management workflows, SLAs, routing, and automation to drive a consistent, high-quality customer experience at scale. You’ll combine hands-on system ownership with process design and team leadership.
What You’ll Do- Drive systems and process changes across Customer Success, prioritizing initiatives based on business impact and operational needs
- Own the design and evolution of Customer Success workflows, including case management, prioritization, routing, and escalation models within Salesforce, ensuring scalable operations and strong customer outcomes.
- Lead the evolution of contact centre tooling (e.g., Salesforce Omni-Channel, Amazon Connect) to support scalable, high-performing Customer Success teams
- Drive automation and process improvements to reduce manual effort and improve consistency across the customer lifecycle
- Lead cross-functional initiatives with Customer Success, Product, Engineering, Data, and Internal Systems
- Lead and develop the CS Optimization team, including prioritization, roadmap ownership, and systems governance
- 7+ years of experience in Customer Success Operations, Customer Operations, or CS Systems roles
- Proven experience owning and evolving Customer Success systems and workflows at scale
- Strong process design and systems thinking, with the ability to design scalable, end-to-end customer workflows and operating models
- Hands-on experience working within CRM platforms, including building and optimizing workflows, automation, permissions, and case management
- Experience defining and improving prioritization, routing, and escalation models, and driving operational performance and efficiency
- Ability to translate business and operational needs into durable system and process solutions
- Experience leading cross-functional systems initiatives, influencing stakeholders, and driving change without direct authority
- Experience leading teams, including prioritization, roadmap ownership, and systems governance
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.
TouchBistro Toronto, Ontario, CAN Office
1100-85 Richmond St W, Toronto, Ontario, Canada, M5H 2C9
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