Sales & Operations Manager contributing to an innovative tech startup reshaping retail. Manage customer relationships and operational projects in the FMCG sector.
About the role
- Senior Manager overseeing CX Operations for Relay, a digital banking platform. Driving operational improvements through technology, data, and cross-functional collaboration
Responsibilities
- Own and evolve the CX tech stack (Zendesk, Salesforce), including workflow design, system configuration, integrations, and data integrity.
- Build and drive a CX Operations roadmap that translates strategy into measurable impact
- Design, implement, and QA workflows that improve efficiency and customer outcomes, including AI-enabled support flows and process automation.
- Partner closely with Business Operations, Data, and Systems teams to ensure CX data is accurate, connected, and actionable.
- Establish clear operational foundations, documentation, and best practices that enable CX to scale as a world-class organization.
- Build reporting and insights that help leadership to understand the impact of operational changes, track performance, and make informed, data-driven decisions.
Requirements
- 5+ years of experience in CX Operations / Customer Support Operations
- You lead and operate customer experience platforms end to end, with hands-on expertise in Zendesk tooling, workflow design, and data insights
- You think in systems and processes, turning high-level strategy into practical, scalable execution
- You work closely with cross-functional partners to align workflows, data, and operational outcomes
- You bring strong communication skills, demonstrating executive presence when working with senior leadership
- You thrive in ambiguity, building scalable operational foundations from the ground up
- Bonus Points: You have prior experience in B2B SaaS, fintech or a neobank
- You are proficient in SQL
Benefits
- Competitive salary and meaningful equity: Relay employees are Relay owners, complete with equity and a competitive salary.
- Comprehensive health benefits: enjoy full health benefits from day one. We offer flexible Health or Wellness Spending Accounts and medical, dental, and vision coverage for you and your dependents.
- Flexible vacation and time off: every team member starts with 15 vacation days and 5 flex days to use as needed, plus an extra week of office closure during the end-of-year holidays so you can take time off to recharge and come back better for our customers.
- Parental leave with top-up: we offer 12 weeks off with a 100% salary top-up for all full-time employees, regardless of location, and accessible for all parents: birthing, non-birthing, and adoptive.
- Hybrid work environment: we value meaningful collaboration and connection at our Vancouver office (WeWork) three days a week, with lunch, snacks, and beverages on us.
- Dog-friendly space: can dogs really make you happy and healthy? We don’t know for sure, but since we don’t want to chance it, our office is 100% floof-friendly.
- Personal and professional growth: through ongoing feedback, mentorship, and coaching, work with peers and leaders who are invested in your growth and success.
- Top-tier equipment: as a Mac-first company, our Toronto offices have everything you need to produce your best work comfortably, from multiple screens to ergonomic seating.
- Social connection: we believe in celebrating our wins with two annual company-wide get-togethers, quarterly team events, happy hours, and special events and networking opportunities.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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