Leads strategic programs, cross-functional initiatives, process improvements, and operational performance reporting. Oversees customer support for international shipments, resolves service issues, monitors KPIs, develops workflows and playbooks, and partners with Operations, IT, Product, Customer Service, analysts, and account managers to improve service quality, customer satisfaction, efficiency, and profitability.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Program & Project Leadership:
- Lead and support strategic programs and cross-functional initiatives that align with all inbound business objectives.
- Drive process improvement and service enhancement initiatives to increase operational efficiency, customer satisfaction and profitability.
- Track project milestones, identify and mitigate risks, and provide regular status updates to leadership.
- Develop and maintain documentation, workflows, standard operating procedures and playbooks to support consistency and scalability.
Performance Management & Reporting
- Monitor operational performance metrics, including internal and customer-facing KPI’s.
- Partner with analysts to develop dashboards, reports and performance insights that support data-driven decision- making.
- Identify opportunities for account growth, process optimization and continuous improvement.
Scope of Responsibility:
- Oversee customer support activities related to international shipments, collaboration with cross-functional teams across the region.
- Address and resolve customer service issues while ensuring alignment with business and operational objectives.
Team Collaboration:
- Collaborate closely with Operations, IT, Product and Customer Service teams to enhance service quality and customer experience.
- Provide feedback to account managers regarding recurring service challenges, customer concerns and improvement opportunities.
- Continuously strengthen customer service practices, issue resolution strategies and process improvement initiatives.
- Support and lead special projects as assigned to meet evolving business needs.
Other Skills/ Abilities:
- Excellent organizational skills
- Excellent written and verbal skills, including presentation skills
- Strong computer skills including Microsoft Office suite
- Detail oriented, able to multitask and meet deadlines
- Self-motivated, able to work in a team and independently
- Strong problem-solving, and interpersonal skills
- Troubleshooting and problem resolution skills
- Leads by example
- Sense of urgency
- Creative
- Responds easily to changing demands
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What you need to know about the Ottawa Tech Scene
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.
