Position: Operations Manager –Customer Support 

Reporting to: Head of Operations – Evident 

Department: Operations 

Job Summary:  

We are seeking a highly motivated and experienced Operations Manager for our growing Evident Customer Support teams.  As the Operations Manager, you will provide support and direction for the Team Lead – Customer Support as well as directly support a team of Dental Sales Support Managers.  The ideal candidate will have experience in creating and managing diverse teams and have a strong project management and process optimization skillset.  As the Operations Manager, you will be responsible for managing and optimizing all aspects of Customer Support operations, ensuring that we deliver world-class customer service and support to our labs and dentists around the globe. 

Key Responsibilities: 

• Develop and implement processes and procedures to improve the overall efficiency and effectiveness of the teams. 
• Manage day-to-day operations, ensuring that customer inquiries and issues are resolved in a timely and professional manner. 
• Monitor team performance against KPIs and SLAs, and take corrective action where necessary. 
• Ensure that all team members are adequately trained, coached and mentored to meet operational goals and objectives 

• Collaborate with internal stakeholders and work closely with other departments to ensure that customer issues are resolved and that process improvements in implemented. 
• Create and maintain reports on team performance and customer feedback. 
• Analyze data and trends to identify areas for improvement in the customer support process. 
• Manage and oversee multiple projects simultaneously, ensuring they are delivered on time, within budget, and to the required quality standards 

Requirements: 

• Minimum of 8+ years of experience in managing multiple customer support teams and leaders. 
• Strong leadership and management skills, with a proven track record of managing teams to meet or exceed KPIs and SLAs. 
• Demonstrated project management and process improvement experience.  
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with customers, team members, and other departments. 

• Analytical and problem-solving skills, with the ability to identify issues and develop solutions to address them. 
• Strong attention to detail and the ability to multitask in a fast-paced environment. 
• Excellent organizational and time-management skills. 
• Prior working experience with Hubspot, Zendesk and Power BI considered an asset. 
• NOTE: this is a Monday-Friday Night Shift position based out of our BGC Head office.  Hybrid set-up is available after regularization.