Regional Operations Manager, Premium Support

Responsibilities

• Oversee a strong operational environment and ensure high-quality support for the community.
• Manage complex, sensitive, and urgent issues, including serving as the highest escalation point for case consults and high-level escalations.
• Meet regularly with direct reports to review work and provide behavior-based coaching.
• Create performance development strategies and plans for services.
• Establish best-practice guidelines, document ways of working, and ensure they are followed.
• Ensure appropriate staffing, onboarding, and ongoing training.
• Collaborate with Capacity Planning and WFP on headcount, coverage, contingency planning, and staffing needs.
• Drive performance at the team-manager, regional, and service levels.
• Set expectations, provide coaching, identify performance trends, deliver corrective actions, and write year-end reviews and improvement plans.
• Set and communicate quarterly vision and priorities through all-hands meetings.
• Provide oversight of service performance and contribute to trend reporting.
• Own end-to-end people strategy and operations, including hiring, onboarding, talent development, engagement, wellness, and morale.
• Support professional development through feedback, one-on-ones, coaching, and development opportunities.
• Manage time-off approvals, meetings, and Talent-related issues.
• Promote openness, transparency, accountability, diversity, belonging, allyship, ethics, and compliance.
• Lead strategic changes and operational improvement projects with cross-functional partners.
• Evaluate procedures, collect feedback, and optimize processes.

Requirements

• 8+ years of progressive experience in customer service or operations.
• 5 years of experience directly managing staff and the employee lifecycle, ideally including managing managers.
• Demonstrated success improving team performance.
• Experience deploying resources during real-time crises and managing high-severity or sensitive cases.
• Experience analyzing data and reporting performance trends.
• Experience developing and implementing performance-management standards.
• Ability to translate strategy into concrete team actions and operational targets.
• Availability to work weekend days, holidays, and on-call shifts.
• Exceptional leadership, coaching, communication, organization, and problem-solving skills.
• Strong understanding of customer service operations and processes.
• Cultural competency and commitment to diversity and inclusion.
• Proficiency with data analysis and reporting tools such as Tableau, SQL, Excel, and Google Sheets.

Compensation

• Salary range: CAD 115,000–144,000 annually.