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Added 9 mins ago
EI
Manager - Customer Analytics
Enercare Inc.
Markham, ON
- Full-time
The individual will work through all phases of analytic requests from identifying requirements to assembling key information to applying statistical and analytic techniques to interpreting…
Added 9 mins ago
O|
Website Manager
OpTalent | Canada | Recruitment
Toronto, ON · Etobicoke, ON
- Full-time
The Digital Experience Manager is a fast paced, ever-changing leadership role that offers a unique opportunity for the right candidate to propel this company to the dominant position in the…
Added 9 mins ago
S-
Manager, Information Technology
SPE - Serruya Private Equity
Markham, ON
- Full-time
As our organization continues to grow through acquisitions and expansion, technology plays a critical role in supporting operational excellence, cybersecurity, and business transformation.…
Added 9 mins ago
M
Project Manager, Group Benefits Operations
Manulife
Toronto, ON · Kitchener, ON · Waterloo, ON
- Full-time
The Project Manager, Group Benefits Operations leads cross-functional Group Benefits Operations initiatives that improve plan sponsor and plan member outcomes, service performance,…
Added 9 mins ago
Senior Manager, Finance
Bell
Toronto, ON
We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part…
Added 25 mins ago
MC
Financial Services Associate, Contact Centre (Full-Time, Hybrid)
Meridian Credit Union
St. Catharines, Ontario
- $60,000 to $64,000 CAD / year
- Full-time
As a senior member of the Contact Centre sales/leadership team, the primary responsibilities for this position will be to understand the financial needs of our Members and provide the…
Added 25 mins ago
MF
Senior Manager, Solution Architect
Mackenzie Financial Corporation
Toronto, ON · Greater Toronto Area, ON
- Other
The Sr Manager, Architect is accountable for end-to-end solution architecture for major initiatives. Translates business and application needs into architecture patterns, systems…
Added 25 mins ago
B
Process Automation Intern, Winter 2027 (Co-op/Internship) - 4 months
BMO
Toronto, ON · FCP
- Full-time
Resolves standard and relatively straightforward issues, referring non-routine issues to more senior team members and/or manager.
Added 38 mins ago
OP
Senior Technical Engineer/Officer - Mechanical Engineering
Ontario Power Generation
Oshawa, ON
- Full-time
Ontario Power Generation (OPG) is looking for a dynamic, strategic and results-driven professional to join our team in the role of Senior Technical Engineer/Officer - Mechanical Engineering.
Added 38 mins ago
PS
Payroll Manager
Professional Staffing
Mississauga, ON
- $100,000 to $120,000 CAD / year
- Full-time
The Manager, Payroll will lead the organization’s end-to-end payroll function, ensuring accurate, timely, compliant, and efficient payroll processing across all employee groups.
Added 39 mins ago
CO
Manager, Talent Acquisition
Capital One
Toronto, ON
- Full-time
Reporting to the Senior Manager, Talent Acquisition and as a pivotal member of the Talent Acquisition leadership team, you will coach and lead recruiting professionals from sourcing top…
Added 39 mins ago
UO
Senior Manager, HR Applications and Support
University of Ottawa
Ottawa, ON
- Full-time
…objectives and operational requirements into effective, sustainable technology solutions that improve efficiency and support informed…
Added 39 mins ago
T
Manager Pricing Analytics
TD
Toronto, ON · Montreal, QC
- Full-time
Outstanding communication skills with ability to articulate complex technical concepts to varied audiences, from technical teams to senior leadership
Added 39 mins ago
T
Senior Manager, Digital Strategy & Transformation
TD
Toronto, ON
- Full-time
Demonstrated ability to develop clear strategic narratives, synthesize complex information, and produce high-quality written materials for senior executive audiences
Added 39 mins ago
T
Business Application Specialist
TD
Toronto, ON
- Full-time
Application and Technology budget owner/manager (excluding Innovation)
Added 39 mins ago
T
Software Engineer I
TD
Toronto, ON
- Full-time
The Risk Technology team is seeking a junior Software Engineer with foundational .NET, Python, and SQL skills. Working with guidance from senior team members, the successful candidate will…
Added 54 mins ago
FS
Sales Account Manager
Fire safety and protection LLC
Windsor, ON
- $75,000 to $95,000 CAD / year
- Full-time
The Sales Account Manager is responsible for developing and managing existing and new customer relationships within the assigned territory. This role plays a key part in driving business…
Added 54 mins ago
FS
Sales Account Manager
Fire safety and protection LLC
Windsor, ON
- $70,000 to $90,000 CAD / year
- Full-time
The Sales Account Manager is responsible for developing and managing existing and new customer relationships within the assigned territory. This role plays a key part in driving business…
Added 1 hour ago
CB
Account Manager (Inside Sales)
Canadian Bearings
Mississauga, ON
- Full-time
Education & Language: Post-secondary education in Business, Marketing, Engineering Technology, or equivalent experience; bilingual English/French is an asset.
Added 1 hour ago
DC
R&D Formulation Co-op
Danaher Corporation
Vancouver, BC · CAN - Vancouver - Cytiva
- Full-time
This position reports to the Senior Manager, Formulation, and is part of the R&D Formulation team located in Vancouver, BC. This is an on-site, lab-based role.
Added 1 hour ago
DC
Analytical Development Co-op
Danaher Corporation
Vancouver, BC · CAN - Vancouver - Cytiva
- Full-time
This position reports to the Senior Manager of Analytical Development (AD) and is part of the BioPharmaceutical Operations group located at the Nanomedicines Center in Vancouver, BC and…
Added 1 hour ago
DC
Sr. Software Project Manager (Scaled Agile /Device Development)
Danaher Corporation
Guelph, ON · Toronto, ON · Concord, ON · CAN - Concord - AB Sciex LP
- Full-time
The Senior Software Project Manager is responsible for reducing complexity and managing risk to ensure software and systems are developed in a predictable and efficient manner while…
Added 1 hour ago
TH
Manager / Senior Manager, Finance, Contractor Services & Pro
The Home Depot
Canada
- Full-time
The Manager/Senior Manager, Finance is a strategic finance leader responsible for providing financial leadership, insight, and decision support to the Contractor Services and Pro…
Added 2 hours ago
SA
Applications Product Owner
Stelumar Advanced Manufacturing Inc.
Canada
- Full-time
Stelumar Advanced Manufacturing Inc. (SAMI or Stelumar) is a technology-driven company dedicated to revolutionizing homebuilding in Canada through advanced modular building solutions.…
Added 2 hours ago
Advisor, New Technology Introduction Program
CANADIAN AIR TRANSPORT SECURITY AUTHORITY
Ottawa, ON
The Advisor, New Technology Introduction (NTI) Program, reporting to the Manager, New Technology Introduction(NTI) is responsible for delivering Pre-board Screening (PBS) and Hold-baggage…

Ashby

Sr. Support Operations Manager

Canada

Compensation Range: $130K - $152K · Full-time

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Job details

Pay: Compensation Range: $130K - $152K
Job type: Full-time
Posting language: English
Posted: Oct 6, 2026

Original job description

Hello!

I'm Allie, Head of Support at Ashby. 👋 Support at Ashby is a strategic differentiator. As we've scaled, we've built out dedicated functions to support it: a Systems Engineer keeping our tooling running, a Workforce Management practice ensuring we have the right coverage at the right times, a Quality program that keeps every interaction excellent, and a Training function that gets new hires up to speed fast. Each of these functions is strong on its own. What we're missing is someone to bring them together. That's why we're hiring our first Senior Support Operations Manager to lead the Support Operations organization: Systems, Workforce Management, Quality, and Training. You'll report directly to me.

This role isn't about running any one of these functions day to day. It's about setting the systems, processes, and standards that let them work together, coaching and developing the leaders who own them, and ensuring the systems and processes behind Support match the customer experience we want to deliver. You won't own the hands-on systems administration, forecasting, quality evaluations, or training delivery, but you'll be expected to understand that work well enough to ask sharp questions, spot patterns across functions, and have real problem-solving conversations with the leads who own it day to day. You'll also be a key partner to our Knowledge Management team, helping turn what we know into self-service and in-app experiences that reduce the need for a ticket in the first place.

If you love building operational rigor while creating an environment where team members are eager to grow, staying close enough to the work to coach from firsthand understanding, and treating efficiency and quality as two sides of the same coin, this might be the role for you.

Our team will be at our company offsite from October 5-9. Applications will remain open during that time, and we’ll begin reviewing them the week of October 12.

About The Role

As the Senior Support Operations Manager, you'll own the strategy, standards, and coordination across Ashby's Support Operations functions. You'll manage through the leaders who own each function's day-to-day execution, but you'll stay close to the work by regularly reviewing QA scores, joining forecasting reviews, and understanding systems changes well enough that your coaching is specific, not just directional. Because this is a new layer of leadership and Support Operations is still being established, you'll have the authority to define how these functions coordinate, where they should be more tightly integrated, and where efficiency gains can free up capacity for higher-impact work. In your first year, you'll establish consistent processes and standards across the four functions, formalize how the functions work together, and help drive measurable improvements in efficiency or quality.

What You’ll Own

Integrating Systems, WFM, Quality, and Training

Manage and coordinate Support Operations' four functions: Systems, Workforce Management, Quality, and Training, ensuring they operate as a cohesive organization supporting our Specialists and Support Engineers.
Plan and implement operational policies, standards, and recurring practices that bring consistency across functions while respecting what makes each one distinct.
Identify where functions should work more closely together (e.g., how Quality findings inform Training content, or how WFM forecasts should account for Systems changes) and drive that integration.

Managing and Developing the Leaders of Each Function

Directly manage the leaders and individual contributors across Systems, Workforce Management, Quality, and Training, including several who are new to their roles and still establishing their own operating standards.
Coach and develop the leaders of each function as they grow their programs, hire their teams, and establish operating standards, grounding that coaching in specific, detailed feedback.

Driving Performance And Efficiency Across Functions

Stay close to each function's day-to-day workflows, metrics, and constraints so you can spot patterns and ensure excellence in delivery.
Evaluate operational performance and efficiency across all four functions, using data to identify where the organization is succeeding and where opportunity remains.
Champion efficiency gains as a core goal alongside quality, not in tension with it.
Build the visibility leaders need to understand tradeoffs across systems reliability, coverage, quality, and training investment.

Representing Support Operations Cross-Functionally

Act as a thought partner to Support Leadership on how strong systems and processes help Support be a strategic differentiator for Ashby.
Represent Support Operations in cross-functional conversations with Engineering, Product, and People Ops.
Help redefine what an exceptional customer experience looks like as the underlying team and tooling continue to scale.

What This Role Requires

Operational Leadership Experience

Proven experience leading operational functions in a Support or Customer Experience organization, with depth in one or more disciplines and experience coordinating across multiple disciplines (e.g., systems, workforce management, quality, or training).
Experience managing managers or leaders of distinct functions, hiring and developing teams, and building clear ownership across multiple functions.
You stay close enough to the work to inspect quality, challenge assumptions, and coach effectively, without needing to be the primary operator for each function.
Track record of building or scaling operational standards and processes across a growing organization.

Systems Thinking and Cross-Functional Coordination

Strong ability to see how distinct functions interact and to design clear ways for them to work together.
You use operational data to identify problems, make tradeoffs, and hold teams accountable to measurable outcomes.
Comfort working in ambiguity, especially where functions are new and their processes and standards are still being defined.

Coaching Leaders and Specialists

Skilled at coaching leaders and specialists at different stages of maturity, from those establishing a new function to those refining an existing one.
Strong communication and facilitation skills, with the ability to align stakeholders across Systems, WFM, Quality, Training, Knowledge Management, and Support Leadership, tailoring context for different audiences.
Genuine investment in developing people, beyond managing outputs.

Strategic Thinking and Customer Focus

Believes Support is a strategic differentiator, not a cost center, and can articulate why.
Passionate about efficiency and quality as complementary goals rather than competing priorities.
Excited about self-service and in-app support as levers for a better customer experience, not just cost reduction.

You Should Apply If

You enjoy leading through managers and functional leaders, developing them through specific feedback while staying close enough to the work to coach effectively.
You're energized by helping establish an operating model from the ground up, bringing structure, clear ownership, and coordination to distinct disciplines that are still being built.
You use data to make tradeoffs, hold teams accountable to outcomes, and prove that efficiency and quality can reinforce each other.
You're excited to help build the organization through active hiring and cross-functional partnership, and to shape how customers experience Ashby.

You Should Not Apply If

You want to be the primary operator or subject-matter expert in one function rather than lead through managers across several.
You need fully mature, fully staffed functions and established processes and standards to step into.
You're uncomfortable using data to make tradeoffs, setting standards where none exist, or operating in ambiguity.
You see efficiency and quality as inherently in tension rather than as goals to pursue together.

About Ashby

Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We’re growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries. Learn more at ashbyhq.com.

About Go To Market

We view our Support team as an extension of the product itself, one that ensures an optimal customer experience for customers ranging across all market segments. Here are a few points that should give you an idea of what it is like to work with us:

We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell.
We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers.
We strongly believe that small teams with very talented people and the right work environment deliver much better performance than teams with large headcount.

We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process. You can take a look at our Leadership Principles to get a sense of what we value in People Leaders at Ashby.

Interview process

Our interview process is thorough and designed to give you enough information to assess whether Ashby is the right fit for you, while helping us evaluate technical reasoning, communication precision, and ownership.

Intro call with Recruiting - 30 min
Hiring Manager interview - 45 min
Take-home assessment - 5 days to complete
CS Leadership - 30 min
Virtual Onsite - 105 min

WFM & Support Ops - 30 min
QA & Training - 30 min
Support Leaders - 30 min
Closing Questions - 15 min

Founder interview - 30 min

Benefits

Benefits vary by country and are shared in more detail during the process. International employees receive statutory benefits and, where available, employer-paid supplemental health coverage.

10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby - do it when you feel financially comfortable.
Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
A $1,200 annual learning and professional-development budget.
A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop.
Extended health benefits for you and your dependents (subject to availability with our Employer of Record)
Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.

Compensation Range: $130K - $152K

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More about this job

Responsibilities

Lead and coordinate the Systems, Workforce Management, Quality, and Training functions, establishing shared standards and processes while developing the leaders responsible for day-to-day execution. Use operational data to improve efficiency and quality, integrate work across functions, and represent Support Operations in cross-functional partnerships.

Requirements

Requires experience leading operational functions in Support or Customer Experience, coordinating across disciplines, and managing and developing leaders or managers. Candidates should be comfortable building processes in ambiguous environments, using data to guide decisions, and balancing efficiency with quality while maintaining a strong customer focus.

Skills

Support Operations Leadership
Workforce Management
Quality Assurance
Training
Support Systems
Operational Strategy
Process Design
Cross-Functional Coordination
People Management
Coaching and Development
Operational Data Analysis
Performance Management
Efficiency Improvement
Knowledge Management
Self-Service Support
Customer Experience

Benefits

Stock Options
Unlimited Paid Time Off
Paid Family Leave
Learning and Professional Development Budget
Home Office Setup Budget
Company-Provided Laptop
Extended Health Benefits
Annual Company Offsite
Team Offsites
Local Meetups
Virtual Events

Visa sponsorship

Not detected in the job text

Hiring contact

Allie

Keywords

Support Operations
Customer Experience
Support Systems
Workforce Management
Quality Assurance
Training
Knowledge Management
Operational Standards
Process Coordination
Operational Policies
Forecasting
Quality Evaluations
Performance Metrics
Operational Data
Efficiency Improvement
Systems Reliability
Customer Support
Self-Service
In-App Support
Cross-Functional Collaboration
People Management
Leadership Development
Hiring
Capacity Planning
Customer Experience Strategy

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