Reporting to the Sales Director, you’ll partner with Sales Operations to define the strategic vision and day‑to‑day execution of the Accounts Management department.You’ll oversee our Commercial Insurance Accounts Team, building the high‑velocity processes and workflows necessary to ensure a seamless customer journey.As a leader of leaders, you’ll navigate performance conversations with empathy while translating company objectives into measurable outcomes. We’re looking for an operational expert with deep experience in high‑volume Customer Support environments.Insurance experience is not required. We have plenty of industry experts on the team to support you. What we need is your ability to scale high‑trust, high‑performing teams and drive a relentless focus on the customer experience.ResponsibilitiesLeadership Development:Coach and mentor your Team Leads to ensure they’re effectively supporting and growing their own teams.Cross‑Functional Leadership:Partner with SalesOps to build long‑term strategy and deliver on daily operational goals.Service Excellence:Use your strong customer support background to set a high bar for service standards. Monitor call and email volume and performance at both the agent and team levels.Operational Excellence:Own process improvements across Zendesk and Salesforce to enhance both the employee and customer experience.Organizational Presence:Lead high‑visibility forums, including Monthly Business Reviews with C‑Suite stakeholders and Town Halls for groups of 50+, ensuring alignment across the department.Performance Management:Work proactively with HR to manage performance,



teaching your leads how to navigate these processes with deep care for the individual.Headcount Planning:Partner with SalesOps to review forecasts and hiring needs, staying ahead of capacity to ensure we meet high‑volume demands.High‑Velocity Environment:Leverage your experience in high‑speed, high‑ticket, or high‑volume service environments to make quick, impactful decisions.RequirementsLeading Leaders:8+ years in leadership roles, with demonstrated experience as a "leader of leaders" focused on mentoring management‑level staff.High‑Volume Operations:5+ years of experience in operational support, call center management, or service delivery. Track record of improving team‑wide service metrics and understanding the rhythm of a high‑velocity environment.Strategic Workflow:Strong understanding of frontline workflows, customer satisfaction drivers, and one‑touch solutions.Technical Proficiency:Deep experience in Zendesk and Salesforce, and modern Call Center Phone Systems.Workforce Management:Robust understanding of Call, Chat, and Email KPIs, scheduling processes, and real‑time operations.Customer Journey Mapping:Experience mapping complex journeys and simplifying processes to improve efficiency.Strategic Growth:Ability to drive process improvements that deliver growth in line with business goals.Insurance & LicensingInsurance Expertise:4+ years of experience in commercial insurance is a "nice to have," but not a dealbreaker.Licensing:You’ll be required to obtain a valid RIBO license after hiring (we’ll support you through this process).Industry Designations:CIP, CRM, or CAIB designations are preferred, but can be pursued once you’re settled in the role.CompensationAt Zensurance, we hire for talent and potential. The total cash compensation range including OTE for this role is $117,000, with a top earning potential of $142,000. The annual base salary range is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary will be determined by factors such as the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions ofemployment. Employees may also be eligible for performance‑based incentive awards.BenefitsRemote‑first setup for added flexibility.Home office allowance to create a comfortable workspace.Top‑tier tech with "Office in a box" with all necessary tech equipment.Half days before public holidays.Flexible health and dental plans for families, including mental health support.Health and personal spending accounts to invest in wellness your way.Parental leave top‑up.Education assistance reimbursement for courses, conferences, books, and memberships.Weekly Friday huddles to share updates and connect across teams.Virtual and in‑person team‑building events to strengthen our culture.Diversity & InclusionZensurance celebrates diversity and is committed to creating an inclusive environment. We welcome applications from all backgrounds and provide accommodations throughout the hiring process. If you need support, let us know.#J-18808-Ljbffr

📌 Senior Manager, Customer Operations (Remote First) - $117,000 - $142,000 A Year - Remote (Winnipeg)
🏢 Zensurance
📍 Winnipeg