CX Operations Manager, Relay

• You have 3-5 years in customer experience operations, systems, and enablement, with direct involvement in workforce management and capacity planning
• You bring diverse experience across CX Operations including quality assurance, workforce management, training, automation, etc
• You have experience with customer service software in system administration, design, and implementation (e.g. Zendesk, Ada, MaestroQA, Assembled, etc.)
• You have strong analytical and problem-solving skills, enabling you to make data-driven decisions effectively
• You are proficient with data analysis tools, such as Excel and BI tools, with capabilities that extend beyond the basics
• You demonstrate operational rigor by consistently seeking innovative solutions to enhance processes and address system inefficiencies
• You are passionate about coaching and the development of people

Desirable

• We’re looking for our first CX Operations Manager to join our team and help us enhance our customer journey, streamline our processes, and foster a customer-centric culture
• In this role, you will be pivotal in enhancing customer interactions by leading and managing our CX Operations team
• This includes driving Learning & Development (L&D) initiatives and implementing automation strategies
• You will collaborate cross-functionally with Support, Product, and Operations to ensure smooth workflows, efficient handling of customer inquiries, and continuous improvement in service quality
• Lead, manage, and build an operations team responsible for technology, quality assurance, self-service, workforce management, and process improvement
• Identify, design, and implement improvements in CX processes to drive efficiency and effectiveness within the team
• Plan and execute projects that impact the CX team’s strategic goals (e.g. live chat roll-out, routing, AI bot, etc.)
• Monitor and track the CX team performance, helping them get 1% better every day and finding new ways to better support our customers
• Support in capacity planning and overall management of our business process outsourcing (BPO) partners

• The Interview Process:
• Stage 1: A 30-minute Google Meets video call with a member of the Talent team
• Stage 2: A 45-minute Google Meets video call with the VP of People & Customer Experience. This is a chance for us to hear your story and share Relay’s story directly from the leader of the function. It’s a conversational session designed to explore alignment and mutual interest
• Stage 3: A whiteboard session with our CX team in a 60-minute Google Meets video call. In this interactive session, you’ll dive into problem-solving as we build out the CX Ops team. It’s also a great opportunity to ask questions about our 2025 plans and upcoming priorities
• Stage 4: A take-home case study followed by a presentation to our CX team in a 60-minute session. Join us at our Toronto office to simulate real-life challenges at Relay in a collaborative case study. You’ll also have the chance to meet members of the CX team and get a feel for our office environment
• Stage 5: A 45-minute Google Meets video call with a member of the Leadership team. This session focuses on hearing your story and learning what drives and inspires you. Life at Relay is more than just a job, so we want to learn about what motivates you and how we can make sure you do great work with us