Operations Analyst responsible for delivering accurate post - settlement wire investigations support. Analyzing and resolving issues within financial lives at Bank of America.
About the role
- Service Operations Manager coordinating service delivery for an AI platform at a PropTech company. Leading process improvements and managing the end-to-end customer lifecycle in Calgary.
Responsibilities
- Oversee Service Delivery: Coordinate a high-performing team of service agents and specialists. Maintain a positive, low-stress environment by setting clear goals, defining KPIs, and ensuring service quality standards are met.
- Develop the Operational Playbook: Design and document the operational model for our service delivery, including standard operating procedures (SOPs), team playbooks, and performance management frameworks that can scale to new markets.
- Drive Process Improvement: Analyze operational data (response times, ticket volumes, customer satisfaction, etc.) to identify bottlenecks and implement process improvements that increase efficiency and quality.
- Manage Technology & Systems: Act as a key stakeholder for our operational technology. Collaborate with internal teams to define business requirements for the tools that will automate and optimize our service delivery.
- Coordinate Daily Operations: Manage the end-to-end customer lifecycle, from onboarding to offboarding, including service ticket follow-ups, scheduling, and compliance documentation.
- Handle Service Escalations: Act as the point of contact for complex customer service escalations, handling them with professionalism and a customer-first attitude.
Requirements
- 3+ years of experience in an operations management role, such as supervising a call center, overseeing a field service team, managing customer service, or leading service implementation projects.
- Proven experience defining and tracking operational KPIs and performance metrics.
- Proficiency with customer service and CRM platforms (e.g., Zendesk, HubSpot), scheduling tools, and ticket management systems.
- Excellent problem-solving skills and a talent for process improvement.
- A bachelor’s degree in business, communications, or a related field.
- A team-first mindset and a willingness to wear multiple hats in a fast-growing environment.
- A valid driver’s license and access to a vehicle is required for occasional local site visits.
Benefits
- Base salary: $75,000 CAD/year
- Performance bonus: up to 10% based on operational KPIs and project outcomes
- Health and dental benefits
- Paid vacation and personal time off
- Cell phone allowance or company plan
- Professional development opportunities
- Flexible working hours (within a structured, in-person environment)
- Potential for long-term growth into a leadership role as the company expands
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