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 operationsTranslate strategy into goals and daily prioritiesEvaluate workflows, save strategies, and support processesCreate scalable standard operating proceduresAnalyze metrics, including FCR, CSAT, NPS, and CESRequirements: At least five years of progressive leadership experienceExperience leading managers within complex global operationsAbility to develop SOPs and conduct root cause analysisUnderstanding of customer support and commercial performance metricsAdvanced Excel and reporting tool proficiencyBring leadership, process improvement, and customer operations expertise to strengthen TTC service quality and retention outcomes. #J-18808-Ljbffr