Lead customer operations with people management and data analysis at TTC, supporting distributed global teams across core service functions.

As Operations Manager, Customer Success, you will report to the Director of Customer Success. You will translate strategy into daily priorities across Air Services, Retention, Tier 2 Support, and Application Support. The role focuses on service quality, retention, revenue growth, and operational efficiency.

Key Responsibilities:

- Coach managers and supervisors across core customer operations
- Translate strategy into goals and daily priorities
- Evaluate workflows, save strategies, and support processes
- Create scalable standard operating procedures
- Analyze metrics, including FCR, CSAT, NPS, and CES

Requirements:

- At least five years of progressive leadership experience
- Experience leading managers within complex global operations
- Ability to develop SOPs and conduct root cause analysis
- Understanding of customer support and commercial performance metrics
- Advanced Excel and reporting tool proficiency

Bring leadership, process improvement, and customer operations expertise to strengthen TTC service quality and retention outcomes.

📌 Customer Success Operations Manager (Toronto)
🏢 The Travel
📍 Toronto