Coordinate customer onboarding, training, support, and retention workflows. Follow up on customer issues, align Sales, Accounting, Software, integrations, and licensing teams, and drive commitments through resolution. Build and improve operational processes, track projects, dependencies, blockers, and next steps, identify improvement opportunities from feedback, and provide clear updates across teams.
We’re looking for an experienced, hands-on operations professional to help oversee the workflows that support our customers from onboarding onward.
This role is best suited to someone with substantial experience directly managing or leading business operations — coordinating people, processes, priorities, and cross-functional work while remaining closely involved in day-to-day execution.
This is a hands-on role focused on keeping customers successful, improving processes, resolving operational issues, and making sure commitments don’t fall through the cracks. This is not an executive or strategy-only position.
What You’ll Do- Coordinate the customer journey from onboarding and training through ongoing support and retention.
- Follow up with customers, identify pain points, and make sure issues are carried through to resolution.
- Coordinate issues involving Sales, Accounting, Software, integrations, or licensing, bringing the right people together and keeping ownership clear.
- Manage operational priorities, dependencies, blockers, and next steps across multiple teams.
- Build and improve business processes rather than simply following existing ones.
- Identify operational gaps, ask the right questions, and determine who needs to be involved.
- Use customer feedback and operational information to identify opportunities for improvement.
- Provide clear, concise updates and help keep operations organized end-to-end.
Requirements
What We’re Looking For
- 5+ years of professional experience, including substantial hands-on experience directly managing or leading business operations.
- Previous experience as an Operations Manager, Operations Lead, or in a comparable hands-on operations role with meaningful ownership of day-to-day operations.
- Experience coordinating people, processes, priorities, and cross-functional dependencies.
- Experience owning operational workflows or projects from start to finish and being accountable for the outcome.
- Demonstrated experience improving processes, resolving operational issues, and following through until completion.
- Experience working across different internal teams and priorities.
- Clear, concise professional communication.
- Interest in a stable, long-term, hands-on operations role.
This Role May Not Be the Right Fit If Your Experience Is Primarily:
- Sales, business development, or account management.
- Customer success or frontline customer support without broader operational ownership.
- Administrative or project coordination without responsibility for broader business operations.
- Executive or strategy-focused leadership without recent hands-on operational execution.
Benefits
- CAD $80,000 annual salary plus up to CAD $10,000 annual bonus
- Fully remote
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The capital city of Canada and the nation's fourth-largest urban area, Ottawa has proven a rapidly growing global tech hub. With over 1,800 tech companies, many of which are leaders in their sectors, the city's tech talent now makes up more than 13 percent of its total workforce. This growth is driven not only by the big players like UL Solutions and Dropbox, but also by a thriving startup ecosystem, as new businesses emerge to follow in the footsteps of those that came before them.
