Own day-to-day operational health for assigned Canadian accounts, manage intake and routing of support requests, coordinate cross-functional teams and carriers, ensure post-launch stability, and drive process improvements for consistent account operations.
What We Do:
iQmetrix is the only provider of Interconnected Commerce software solutions for telecom retail. Interconnected Commerce is a complete set of software and technologies that are modular, flexible, and have telecom-specific capabilities, enabling telecom retailers to provide an uplifting experience for their customers. We empower telecom brands to transact, activate, and fulfill products, as well as operate their business, and unify the online and in-store experiences. We interconnect the entire industry, bridging carriers, retailers, manufacturers, and a huge ecosystem of vendors and external system integrations.
For 25 years, we’ve been passionate about helping the leading brands in telecom to grow by providing best-in-class software, services, and expertise that enables them to adapt and thrive. Our solutions powered $17BN in sales last year, handling nearly 60 million invoices and more than 28 million activations, and are used by more than 370,000 professionals across almost 1,000 clients. iQmetrix is a privately held software-as-a-service (SaaS) company with employees in Canada, the U.S., India, and Europe. For more information, please visit www.iqmetrix.com.
How We Do it:
We are on a self-management journey. As we work to move away from the restrictions of hierarchy, teams are building collaborative peer-based networks where there are no bosses. Decisions are meant to be distributed to the people who are best able to make the decisions which means more freedom for individuals to contribute at their highest levels. We are purpose-driven, helping individuals connect to the meaning in their day-to-day work. Additionally, we are currently on the road to building a diverse and inclusive environment. Working at iQmetrix means always looking at ways to be better.
About the Role:
The Program Manager - Account Operations at iQmetrix plays a critical role in maintaining the operational health and execution quality of key enterprise client accounts, including national carriers, multi carriers and independent dealers. This role serves as the day-to-day operational owner and coordinator, ensuring that support requests, operational needs, and enablement activities are properly framed, routed, tracked, and resolved.
Acting as the operational intake and coordination point, this role reduces operational friction across client environments and internal teams. By managing operational flow and follow-through.
Success in this role is defined by operational consistency, request resolution effectiveness, post-launch stability, and strong cross-functional coordination across internal teams and carrier partners.
What you’ll be doing:
Account Operational Ownership
Operational Intake & Coordination
Cross-Functional Execution Support
Operational Excellence & Continuous Improvement
What We’re Looking For
Skills & Competencies
Work Environment and Travel
This role is preferably based in the Toronto area and offers remote flexibility within Canada, with occasional travel for client meetings, internal planning sessions, or operational reviews as needed.
iQmetrix is the only provider of Interconnected Commerce software solutions for telecom retail. Interconnected Commerce is a complete set of software and technologies that are modular, flexible, and have telecom-specific capabilities, enabling telecom retailers to provide an uplifting experience for their customers. We empower telecom brands to transact, activate, and fulfill products, as well as operate their business, and unify the online and in-store experiences. We interconnect the entire industry, bridging carriers, retailers, manufacturers, and a huge ecosystem of vendors and external system integrations.
For 25 years, we’ve been passionate about helping the leading brands in telecom to grow by providing best-in-class software, services, and expertise that enables them to adapt and thrive. Our solutions powered $17BN in sales last year, handling nearly 60 million invoices and more than 28 million activations, and are used by more than 370,000 professionals across almost 1,000 clients. iQmetrix is a privately held software-as-a-service (SaaS) company with employees in Canada, the U.S., India, and Europe. For more information, please visit www.iqmetrix.com.
How We Do it:
We are on a self-management journey. As we work to move away from the restrictions of hierarchy, teams are building collaborative peer-based networks where there are no bosses. Decisions are meant to be distributed to the people who are best able to make the decisions which means more freedom for individuals to contribute at their highest levels. We are purpose-driven, helping individuals connect to the meaning in their day-to-day work. Additionally, we are currently on the road to building a diverse and inclusive environment. Working at iQmetrix means always looking at ways to be better.
About the Role:
The Program Manager - Account Operations at iQmetrix plays a critical role in maintaining the operational health and execution quality of key enterprise client accounts, including national carriers, multi carriers and independent dealers. This role serves as the day-to-day operational owner and coordinator, ensuring that support requests, operational needs, and enablement activities are properly framed, routed, tracked, and resolved.
Acting as the operational intake and coordination point, this role reduces operational friction across client environments and internal teams. By managing operational flow and follow-through.
Success in this role is defined by operational consistency, request resolution effectiveness, post-launch stability, and strong cross-functional coordination across internal teams and carrier partners.
What you’ll be doing:
Account Operational Ownership
- Serve as day-to-day operational owner for assigned Canadian accounts
- Serve as the Launch SME for Canadian accounts
- Maintain operational continuity and execution quality across account activities
- Monitor operational health signals and coordinate corrective actions as needed
- Act as a reliable operational point of contact for account-related coordination needs
Operational Intake & Coordination
- Serve as Level 0–1 intake point for routine operational and support issues
- Receive, clarify, and structure requests to ensure accurate routing and efficient resolution
- Coordinate ticket submission, routing, and follow-up across internal teams and carrier partners
- Ensure operational requests are fully tracked through resolution and closure
- Maintain visibility and status reporting on active operational items
Cross-Functional Execution Support
- Partner closely with Account Managers to keep accounts operationally healthy and execution-ready
- Coordinate with Support, Product, Enablement, and Operations teams to align execution efforts
- Support enablement execution activities and operational readiness efforts
- Support post-launch stability through structured follow-up and coordination with the Account Management team
- Improve operational consistency across Canadian accounts
Operational Excellence & Continuous Improvement
- Identify recurring operational issues and workflow gaps
- Recommend and support process improvements that reduce friction and rework
- Contribute to operational documentation and intake standards
- Improve clarity and consistency in operational request handling
What We’re Looking For
- 4+ years experience in program coordination, client operations, technical account support, or operational delivery roles
- Experience coordinating cross-functional operational requests and issue resolution
- Strong experience with ticketing, intake, and request tracking workflows
- Demonstrated ability to manage high volumes of operational requests with accuracy and follow-through
- Experience working with enterprise clients or complex multi-partner environments
- Experience in telecom, retail technology, or SaaS platform environments
- Experience coordinating across carrier or third-party partner ecosystems
- Familiarity with support and incident management practices
- Experience supporting post-launch or post-implementation operational stabilization
Skills & Competencies
- Strong operational triage and issue-framing capability
- Strong cross-functional coordination and follow-through
- Clear and structured written communication
- High accountability and execution discipline
- Strong organizational and prioritization skills
- Ability to manage operational noise while maintaining quality and responsiveness
- Collaborative working style across distributed teams and partners
- Calm, structured approach under operational pressure
Work Environment and Travel
This role is preferably based in the Toronto area and offers remote flexibility within Canada, with occasional travel for client meetings, internal planning sessions, or operational reviews as needed.
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