Exciting leadership opportunity for an experienced customer service and operations professional to lead teams, strengthen operational performance, and drive service excellence in a 24/7 environment

The Opportunity

The Talent Company is conducting a confidential search on behalf of an established organization seeking an experienced Manager, Customer Service & Operations.

This is an opportunity for a hands-on leader who is passionate about developing people, improving customer experiences, and driving operational excellence.

The successful candidate will oversee customer service and centralized operations functions, balancing day-to-day service delivery with employee development, operational efficiency, and continuous improvement.

The Impact You Will Have

As the Manager, Customer Service & Operations, you will provide leadership to teams responsible for customer inquiries, service requests, operational monitoring, incident management, and escalations.

You will oversee approximately 10 to 20 employees within a unionized workplace, supporting consistent service delivery and operational readiness across a 24/7 operation.

Your impact will extend beyond daily operations. You will strengthen employee engagement, build accountability, improve processes, and support the implementation of new technologies and systems.

This opportunity is ideal for a collaborative, people-focused leader who can build trust with experienced employees while confidently navigating change, performance management, and complex operational challenges.

What You Will Do

- Lead customer service and centralized operations functions, ensuring efficient service delivery and operational performance.
- Oversee customer inquiries, complaints, service requests,



payment-related issues, and escalations across multiple communication channels.
- Manage operational monitoring, incident response, dispatch coordination, and work order processes.
- Ensure operational readiness through effective workforce planning, scheduling, staffing, and performance monitoring.
- Provide hands-on leadership, coaching, mentoring, and performance management to employees in a unionized environment.
- Address employee relations matters, including attendance, discipline, and performance concerns, in collaboration with Human Resources.
- Interpret and apply collective agreements, organizational policies, and relevant employment legislation.
- Coordinate with internal departments and external service providers to resolve operational issues and service disruptions.
- Provide leadership during emergencies, system outages, and other time-sensitive operational situations.
- Monitor and report on key performance indicators, including customer satisfaction, service levels, response times, and operational performance.
- Analyze operational data to identify trends, service gaps, and opportunities for improvement.
- Develop and maintain standard operating procedures, quality assurance processes, training resources, and operational documentation.
- Support the implementation of new technologies,



customer service platforms, and process improvements.
- Prepare reports, dashboards, and recommendations for senior leadership.
- Foster a positive, inclusive, and accountable team culture while maintaining compliance with applicable health and safety requirements.

What You Will Bring

- Post-secondary education in Business Administration, Operations Management, Customer Service, or a related field, or an equivalent combination of education and experience.
- A minimum of 5 years of leadership experience, including at least 3 years in a high-volume call center, contact center, customer service, or comparable service environment.
- A minimum of 3 years of supervisory or management experience in a unionized environment.
- Demonstrated experience leading customer service teams, managing operational escalations, and maintaining service standards.
- Strong knowledge of workforce management, scheduling, quality assurance, customer service metrics, and performance reporting.
- Proven ability to coach, mentor, engage, and develop employees while addressing performance concerns and difficult conversations.
- Working knowledge of collective agreements, labor relations, employment legislation, and workplace health and safety requirements.
- Experience using CRM systems, telephony platforms, workforce management tools, and operational reporting systems.
- Excellent communication, stakeholder management, conflict resolution, and problem-solving skills.
- Strong organizational and time management skills, with the ability to prioritize competing demands.
- A hands-on, approachable leadership style with the ability to build trust and c

📌 Manager, Customer Service (Toronto)
🏢 The Talent
📍 Toronto