Manager leading HR Service Centre for Peel Region, accountable for employee lifecycle experience and HR technology. You'll ensure seamless employee interactions with HR systems and compliance.
About the role
- Manager leading a team of Implementation Managers at Gorgias, enhancing customer onboarding in SaaS. Focusing on quality and performance in e-commerce solutions.
Responsibilities
- Lead and develop a team of Implementation Managers through regular 1:1s, coaching, and clear performance expectations
- Set your team's OKRs and translate CX department strategy into actionable, measurable plans
- Serve as the primary escalation point for complex onboarding challenges and at-risk customers
- Lead implementation-related projects that have department-wide impact (e.g. tooling rollouts, process redesigns, new product onboarding playbooks)
- Partner with Sales, Product, and CX peers to improve handoffs, readiness, and the overall customer experience
- Own implementation velocity, enablement, and adoption metrics — and use data to continuously improve outcomes
- Hire and onboard top-performing IMs, supporting their growth through the career ladder
- Embed AI tools into your team's workflows as an AI Integration Champion, helping IMs work smarter and make better decisions.
Requirements
- 5+ years in SaaS Customer Success, implementation, or professional services — e-commerce experience a plus
- Proven people manager with experience driving performance against defined KPIs
- Deep implementation fluency - you've done this work yourself and can step into a difficult onboarding to coach or course-correct in real time.
- Strong project management instincts — you can hold multiple workstreams without losing the detail
- Data-driven: comfortable with metrics, dashboards, and using insights to coach your team
- Clear communicator who delegates without micromanaging and creates accountability without friction
- Energized by coaching others, removing blockers, and building scalable processes
- Comfortable operating in a fast-moving startup environment
Benefits
- Offers Equity
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