Senior Business Operations Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Business Operations Manager based in Canada.

This is a senior opportunity focused on transforming how customer-facing business functions operate at <scale.You> will diagnose operational challenges and turn them into streamlined processes, automation, systems, or AI-powered solutions.The role sits at the intersection of business operations, customer experience, technology, data, and <enablement.You> will lead cross-functional initiatives from initial problem definition through implementation, adoption, and measurable improvement.The position combines strategic thinking with hands-on execution, including building smaller automations and internal tools <yourself.You> will collaborate closely with support, customer success, product, systems, data, and enablement teams in a global environment.This role is ideal for a customer-focused operator who is comfortable navigating ambiguity and using technology to create scalable impact.

Accountabilities

• Lead the implementation of AI-driven customer support experiences, including customer journey design, Help Center optimization, and customer-support chatbot implementation.
• Establish structured feedback loops between customer support and product teams to identify recurring issues and drive root-cause resolution.
• Prepare customer-facing teams for new product and feature launches by coordinating knowledge-base updates, emerging customer issues, and training initiatives with enablement teams.
• Partner with support leadership to establish and maintain a scalable Knowledge Base optimized for self-service, AI capabilities, and support-agent contributions.
• Drive technical solutioning for CRM and customer-success tools, including feature prioritization, user adoption, usage tracking, and feedback collection.
• Lead the end-to-end design and implementation of an improved enablement portal for customer-facing teams, ensuring it is intuitive, searchable, and easy to maintain.
• Define key customer support and customer success metrics and collaborate with data teams on metric definitions, dashboards, and automated reporting.
• Build automations and internal tools hands-on where appropriate, while partnering with systems and data teams to scale larger solutions.
• Lead cross-functional programs from concept through implementation and adoption, influencing stakeholders across multiple functions.
• Identify opportunities to simplify processes, improve customer experiences, increase operational efficiency, and introduce scalable technology solutions.
• Use data and customer insights to prioritize initiatives and measure the impact of operational improvements.

Requirements

Demonstrated experience redesigning operational processes and delivering measurable improvements.

Strong customer empathy and a clear understanding of what creates simple, effective, and seamless customer experiences.

Structured problem-solving skills, with the ability to transform ambiguous problems into clear diagnoses, options, and well-supported recommendations.

Proven ability to lead complex cross-functional initiatives from strategy and design through implementation and adoption.

Strong technical aptitude or technical expertise, with the ability to build simple tools and automations independently, assess technical trade-offs, and collaborate effectively with systems and data teams.

Hands-on experience with AI-powered or AI-assisted development tools is an advantage.

Strong data fluency and comfort using quantitative evidence to prioritize decisions and evaluate outcomes.

Experience with customer support or customer success operations is highly desirable.

Excellent stakeholder management and communication skills, with the ability to influence without relying on formal authority.

Strong organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.

A proactive, customer-oriented mindset with the ability to take ownership from problem identification through execution.

Ability to collaborate effectively in a global, cross-functional environment.

Benefits

• Base salary: CA$109,800–CA$159,800 CAD gross for Zone A locations.
• Base salary: CA$118,500–CA$168,500 CAD gross for Zone B locations.
• Potential eligibility for equity awards and company incentive programs, including discretionary annual bonuses or sales commissions.
• Comprehensive health, life, and disability insurance.
• Employee stock ownership opportunities.
• Competitive retirement and pension plans.
• Generous vacation and personal days.
• Parental leave and family-care support programs.
• Mental health and wellbeing programs and resources.
• Global Employee Assistance Program.
• Training, professional development, and learning opportunities.
• Employee Resource Groups and community-building initiatives.
• Commute subsidy, where applicable.
• Office snacks, where applicable.
• Volunteering and donation-matching programs.
• Remote-work opportunities, with the role available in eligible Canadian locations.
• Inclusive and collaborative global work environment.