Manager, Customer Operations

Title: Manager, Customer Operations

Position Summary

The Manager, Customer Operations is responsible for leading customer-focused operational strategies that enhance service delivery, improve the overall customer experience, and support employee engagement. This role identifies inefficiencies, recommends process improvements, and leads initiatives that drive continuous improvement across customer touchpoints. The Manager also plays a key role in coaching and developing direct reports, supporting change management activities, and ensuring the team is equipped to meet departmental targets, KPIs, and evolving customer needs.

Duties and Responsibilities

Customer Experience & Continuous Improvement

• Develop and implement customer experience and channel strategies across key customer touchpoints, including phone, web, mobile app, and other service channels.

• Identify process improvements that enhance the customer experience, reduce inefficiencies, and support call reduction.

• Analyze customer feedback, surveys, employee input, operational metrics, and industry trends to identify opportunities for improvement.

• Recommend actionable solutions to leadership based on customer insights, data, and best practices.

Operational Leadership & Performance

• Lead the team to drive continuous improvement and monitor performance against KPIs, targets, and service expectations.

• Ensure corrective actions are taken when required to support consistent results.

• Manage assigned initiatives, resources, deliverables, and department priorities.

• Apply sound business judgment and financial awareness when making operational decisions.

People Leadership & Employee Engagement

• Build a highly engaged, motivated, professional, and customer-focused team.

• Coach and develop direct reports to support performance, growth, and leadership pipeline development.

• Ensure team members are trained, supported, and equipped to perform effectively.

• Execute strategies that motivate employees, strengthen engagement, and support a positive team culture.

Change Management & Stakeholder Partnership

• Lead and support change management activities for transformational initiatives, new processes, and technology changes.

• Collaborate with HR on recruitment, employee development, performance management, and other people-related processes.

• Build effective relationships with employees, leaders, and cross-functional stakeholders.

• Stay current with industry developments, call centre best practices, and digital customer service trends.

Qualifications

• Bachelor’s degree in Business, Project Management, or a related field, or equivalent experience.

• 5+ years of managerial experience in a customer service, call centre, customer operations, or related environment.

• Demonstrated experience leading customer service teams, customer experience initiatives, and/or operational improvement projects.

• Experience working in a unionized environment considered an asset.

• French bilingualism considered an asset.

• Strong leadership capability with experience coaching, motivating, and developing employees and people leaders.

• Customer-focused mindset with a strong understanding of customer experience principles, service delivery, and operational excellence.

• Excellent verbal and written communication skills, with strong stakeholder management and presentation abilities.

• Strong problem-solving, time management, organization, project management, and change management skills.

• Ability to interpret data, customer feedback, KPIs, and operational metrics to identify trends and recommend improvements.

• Innovative mindset with an interest in digital strategy, service transformation, and continuous improvement.

• Action-oriented and comfortable working in a fast-paced, evolving environment.

• Strong computer proficiency with Microsoft Office tools, Peoplesoft and/or Salesforce, and Workforce Management software.

• Business acumen to understand financial impacts, resource planning, and operational decision-making.

We are actively seeking to fill this role as it is a current vacancy.

About 407 ETR

Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east. 

407 International Inc. is the sole shareholder of 407 ETR and is owned by: 

• Cintra Global S.E., a subsidiary of Ferrovial S.A. (48.29%)

• Canada Pension Plan Investment Board (CPP Investments) and other institutional investors with non-controlling interests (44.20%)

• Public Sector Pension Investment Board (PSP Investments) (7.51%)

Learn more at 407etr.com

Note: At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole.

Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive.

Accommodation for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.