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Added 4 mins ago
CB
Food Safety & Quality Assurance Manager
Cerelia Bakery Canada LP
Mississauga, ON
- $90,000 to $95,000 CAD / year
- Full-time
Reporting to the Sr. Manager, Quality & Compliance, the Manager, Food Safety & Quality Assurance is responsible for safeguarding product quality, food safety, and regulatory compliance at…
Added 19 mins ago
BC
Surgical Clinical Reviewer
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Clinical Manager, Operating Room, PACU and Day Surgery, the Surgical Clinical Reviewer’s (SCR) primary responsibility is to collect and submit reliable data to the American…
Added 19 mins ago
BC
Infection Control Professional (ICP)
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Reporting to the Manager of Infection Prevention and Control, the Infection Control Professional (ICP) will act as support with the ongoing implementation, development and…
Added 19 mins ago
M
Coordonnateur.trice des espaces de travail
Moneris
Montreal, QC
- Full-time
Reporting Relationship: You will report to the Manager, Facilities Management I.
Added 19 mins ago
B
Client Service Associate, BMO Nesbitt Burns
BMO
Calgary, AB · CALG
- Full-time
Gathers and distributes information on updates to training, guidelines, technology, and other business related information.
Added 34 mins ago
ML
Hospitality Manager - Client Centre
MAPLE LEAF LOUNGE
Toronto, ON
- Full-time
The Hospitality Manager - Client Centre is an onsite leadership role responsible for overseeing hospitality operations across the Conference Centre, workplace catering, and Executive…
Added 34 mins ago
AG
Assistant Manager - Processing
Artemis Gold - Blackwater Project
BC
- Other
Reporting to the Manager -Processing, the Assistant Manager – Processing supports the overall operation, performance, and supervision of the processing plat to ensure safe, efficient, and…
Added 49 mins ago
W
Manager - Environmental Health and Safety
Wesco
Mississauga, ON
- $98,653 to $139,000 USD / year
- Full-time
As a Manager - Environmental Health and Safety you will design, develop, implement and oversee the organization's environmental, health and safety programs and procedures to safeguard…
Added 49 mins ago
CC
Location Manager
Cintas Canada
Toronto, ON · North York, ON
- Full-time
Cintas is seeking a Location Manager. The Location Manager assists with managing the location's overall operational business while completing a defined curriculum of activities that will…
Added 49 mins ago
SS
MANAGER OF EXTERNAL BUSINESS SERVICES
School Services of California Inc.
NB · Chiasson Office, NB
- Internship
TITLE: Manager of External Business Services (Confidential, Classified Management Position)
Added 49 mins ago
HC
product line manager
HPP CANADA
Delta, BC
- Full-time
Hire, supervise and train or oversee training of employees in the use of new equipment or production techniques
Added 49 mins ago
AC
Manager, Indirect Tax
ACCA Careers
Toronto, ON
- Full-time
Make an impact with our Indirect Tax team as a Manager. This diverse team of professionals delivers customized tax strategies within a complex and dynamic regulatory framework. As a trusted…
Added 49 mins ago
AC
Senior Manager, Indirect Tax
ACCA Careers
Toronto, ON
- Full-time
Make an impact with our Indirect Tax team as a Senior Manager. This diverse team of professionals delivers customized tax strategies within a complex and dynamic regulatory framework. As a…
Added 49 mins ago
M
Manager, National Tax Services
MNP
Markham, ON
- Full-time
Make an impact with our National Tax Services Group as a Manager. This diverse team of professionals provides best-in-class industry and technical expertise to internally drive the success…
Added 49 mins ago
NF
Grocery Department Manager Full Time Day
No Frills
Fredericton, NB
- Full-time
We’re looking for Talented Passionate Leaders with a proven record of delighting customers and growing sales. As a Manager in, you will have an immediate impact on sales and customer…
Added 49 mins ago
M
Manager, National Tax Services
MNP
Toronto, ON
- Full-time
Make an impact with our National Tax Services Group as a Manager. This diverse team of professionals provides best-in-class industry and technical expertise to internally drive the success…
Added 49 mins ago
SC
Cashier/Grocery Clerk
Safeway Canada
Terrace, BC
- Full-time
…play such an important role in the success of our stores. Full training is provided for this…
Added 49 mins ago
NF
Assistant Store Manager Fresh Full Time Day
No Frills
AB · Edmonton, AB
- Full-time
Reporting to the Store Manager, the Assistant Store Manager will provide excellence in customer service. Demonstrate leadership by managing employees and effectively planning.
Added 1 hour ago
SM
Software Developer – Full Stack – Senior - RQ00799
S M Software Solutions Inc
Toronto, ON
- Internship
…integration solutions through the life cycle and reports progress to manager, stakeholders and team members and ensures successful delivery of solutions adhering to project management…
Added 1 hour ago
SM
Software Developer – Full Stack – Senior - RQ00799
S M Software Solutions Inc
Toronto, ON
- Internship
…integration solutions through the life cycle and reports progress to manager, stakeholders and team members and ensures successful delivery of solutions adhering to project management…
Added 1 hour ago
SM
Software Developer – Full Stack – Senior - RQ00799
S M Software Solutions Inc
Toronto, ON
- Internship
…integration solutions through the life cycle and reports progress to manager, stakeholders and team members and ensures successful delivery of solutions adhering to project management…
Added 1 hour ago
SM
Software Developer – Full Stack – Senior - RQ00798
S M Software Solutions Inc
Toronto, ON
- Internship
…integration solutions through the life cycle and reports progress to manager, stakeholders and team members and ensures successful delivery of solutions adhering to project management…
Added 1 hour ago
SM
Software Developer – Full Stack – Senior - RQ00798
S M Software Solutions Inc
Toronto, ON
- Internship
…integration solutions through the life cycle and reports progress to manager, stakeholders and team members and ensures successful delivery of solutions adhering to project management…
Added 1 hour ago
SM
Software Developer – Full Stack – Senior - RQ00798
S M Software Solutions Inc
Toronto, ON
- Internship
…integration solutions through the life cycle and reports progress to manager, stakeholders and team members and ensures successful delivery of solutions adhering to project management…
Added 1 hour ago
TR
Lead, ERP Training
Teck Resources Limited
Vancouver, BC · Greater Vancouver, BC
- Full-time
…to its success. We are seeking a motivated and experienced Manager to lead Training across this global…

Intact FC

Manager, Technology – Google CCaaS

Toronto, ON, Canada
Montreal, QC, Canada
St. John's, NL, Canada

Full-time

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Applications open in a new tab.

Job details

Job type: Full-time
Posting language: English
Posted: Oct 1, 2026

Original job description

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

Pay at Intact is about much more than just salary.

Flexible work arrangements and a hybrid work model
Possibility to purchase up to 5 extra days off per year
Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more
Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life)

Salary range (but not limited to):

128,300 - 156,800

Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance):

15%

As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net shares.

Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan.

Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

About the role

We are looking for an experienced Manager of Operations to lead the day-to-day performance, scalability, and continuous improvement of our Google Cloud Contact Center as a Service (CCaaS) environment.

In this role, you will oversee contact center operations, workforce performance, service quality, operational reporting, and cross-functional initiatives involving Google Cloud, customer experience, technology, and business teams. You will ensure that our contact center delivers efficient, reliable, and exceptional service across voice and digital channels.

The ideal candidate combines strong operational leadership with a practical understanding of Google Cloud contact center technologies, customer service platforms, analytics, automation, and performance management.

What you'll do here:

Lead daily operations for our Google CCaaS environment across voice, chat, email, and other customer channels.
Collaborate with your counterparts in management on the implementation of strategies, the establishment of objectives and performance indicators, the definition of roadmaps and the planning of projects.
Manage service levels, abandonment rates, customer satisfaction, first-contact resolution, average handle time, and other operational KPIs.
Develop and maintain operating procedures, escalation processes, quality standards, and performance dashboards.
Monitor platform performance, call flows, routing logic, agent workflows, and customer-impacting issues.
Oversee the training plan.
Collaborate with IT, engineering, product, security, and Google Cloud partners to resolve incidents and improve platform reliability.
Build a network across the organization to facilitate the achievement of the mobile roadmap, coordinate deliverables and prioritize features.
Develop and maintain design project plans, identify deadlines, estimate the necessary resources and ensure the organization and optimal allocation of talent.
Lead recruitment, mentoring, one-on-one meetings, performance reviews and individual career and development planning.
Support the implementation and optimization of Google Cloud contact center capabilities, including routing, reporting, integrations, and conversational experiences.
Anticipate and manage problems and take the necessary actions to resolve them, act proactively to remove obstacles.
Participate in the definition of policies, procedures and best practices in terms of design and strategy.
Promote design principles and best practices for user experience.
Meet and follow customers to develop empathy and an understanding of market issues and share customer experience research results with teams and our partners.
Provide leadership in a fast-paced, customer-centric environment, with the ability to develop and coach your team to enable them to achieve their goals.
Understand and translate business needs and opportunities into impactful strategies as well as promote the benefits of the experience to internal stakeholders and business partners.

What you bring to the table:

5+ years of experience in contact center, customer operations, service delivery, or technology operations.
2+ years of experience managing teams or operational programs.
Experience operating or supporting a cloud-based contact center environment.
Familiarity with Google Cloud contact center technologies, including Google CCAI, Contact Center as a Service, Dialogflow, Cloud Functions, BigQuery, Looker, or related tools.
Strong understanding of contact center metrics, workforce management, quality assurance, and customer experience principles.
Demonstrated ability to manage incidents, escalations, operational risk, and cross-functional initiatives.
Excellent analytical, problem-solving, communication, and organizational skills.
Experience creating SOPs, dashboards, governance processes, and executive-level reporting.
Ability to translate business requirements into operational and technical solutions.
Experience in managing professionals.
Experience in a professional environment to promote work, deliver work, develop and inspire teams, and design world class methods and approaches.
Well-versed in design thinking methods and techniques.
Strategic thinking and the ability to be influential.
Proven interpersonal and communication skills (verbal and written).
Organized and able to work well in a changing environment.
Can lead teams of diverse experts.
No Canadian work experience required however must be eligible to work in Canada.
For candidates located in Quebec, bilingualism is required considering the necessity to interact on a regular basis with English-speaking colleagues across the country.

Il s'agit d'un nouveau rôle au sein de notre équipe en pleine croissance | This role is a new member of our growing team.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.

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More about this job

Responsibilities

The manager will lead daily operations for the Google CCaaS environment, ensuring performance, scalability, and continuous improvement across all customer channels. They will also collaborate with cross-functional teams to define roadmaps, manage KPIs, and mentor staff to achieve service excellence.

Requirements

Candidates must have at least 5 years of experience in contact center or technology operations, including 2 years in a management role. Proficiency with Google Cloud contact center technologies and strong analytical, communication, and leadership skills are required.

Skills

Google Cloud
CCaaS
Contact center operations
Workforce management
Dialogflow
BigQuery
Looker
Operational leadership
Performance management
Incident management
Design thinking
Strategic planning
Team leadership
Quality assurance
Cross-functional collaboration

Benefits

Flexible work arrangements
Hybrid work model
Purchase up to 5 extra days off
Telemedicine
Wellness account
Share plan
Employee Share Purchase Plan
Annual bonus plan
Defined benefit pension plan

Visa sponsorship

Not detected in the job text

Keywords

Google Cloud
CCaaS
Contact Center
Dialogflow
BigQuery
Looker
Workforce Management
Quality Assurance
SOP
Governance
Design Thinking
Operational Risk
Cloud Computing
Customer Experience
KPIs
Automation
Routing Logic
Mentoring
Strategic Planning
Performance Reviews

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