Job description

• Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and obstacles for our key initiatives.
• Plan, monitor, and analyze key metrics for the day-to-day performance of the operations to ensure efficient and timely completion of tasks.
• Devise strategies to ensure the growth of programs enterprise-wide, identifying and implementing process improvements that will maximize output and minimize costs.
• Working knowledge of data analysis and performance/operation metrics.
• Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements.
• Oversee customer support processes and organize them to enhance customer satisfaction.
• Exceptional communication skills Interpersonal skills.
• Emotional intelligence.
• Coaching skills.
• People Management.
• Ownership Accountability.
• Teamwork Collaboration.
• Decision making.
• Root cause analysis recurrence prevention.
• Behavioral management .
• Customer Focus .

Qualifications:

• Bachelor s degree in Business, Engineering, Marketing, or a related field, MBA an asset.
• A minimum of 5-13 years experience in a similar management role.
• A minimum of 3-5 years experience in an OM role managing a team of 75 people or more.
• Managed multiple projects at the same time.
• Hands-on experience in setting and managing budgets.
• Advanced knowledge of Microsoft Excel and the Google Suite.
• Excellent written and verbal communication skills.
• Experience applying Lean and Agile methodologies and tools in a service environment.
• Previous experience successfully implementing new tools and technologies.