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Added 11 days ago
Vice-président service client/Vice President, Customer Service
Amiel Group
Laval, QC
Full-time
In the appliance industry, competitors offer comparable products at comparable prices; after-sales service is the most durable point of differentiation. Groupe Amiel is creating a…
Added 15 days ago
Vice-président(e) exécutif(ve) Opérations Québec et Transition Énergétique - Executive Vice President Operations, Quebec & Energy Transition
Equans Services Canada & US
Montreal, QC
Full-time
Reporting to the Chief Executive Officer (CEO), the Executive Vice President Operations, Quebec & Energy Transition, holds strategic and operational responsibility for the services…
Added 20 days ago
Executive Vice President, Customer Service Operations
SaskEnergy
Regina, SK
Full-time
Reporting to the President and Chief Executive Officer, the Executive Vice President, Customer Service Operations leads approximately 630 employees across Saskatchewan, oversees an annual…
Added 1 month ago
Executive - Vice President of LTL Operations
The Erb Group
Baden, ON
Reporting to the President & Chief Operating Officer, the Vice President, Canadian LTL Operations leads Erb's Canadian LTL network across 8-10 terminals in Ontario, Quebec, and Manitoba,…
Added 11 days ago
Vice President, Customer Success
PSI Engineering
Mississauga, ON
Full-time
Leadership experience across project delivery, installation, commissioning, field service, technical support, operations and/or Customer Success.
Added 24 days ago
Executive Vice President, Walker Environmental Group
Walker
Niagara Falls, ON
Full-time
Walker’s vision is to build a sustainable future, together. That means working with neighbours, customers, regulatory authorities and employees to safely build and service communities…
Added 8 days ago
Senior Vice President, Operations
LHH Knightsbridge
Toronto, ON · Greater Toronto Area, Canada
Full-time
Establish and mature shared services that support the business verticals which include product and pricing, underwriting, claims, customer operations/call centre, policy administration and…
Added 1 month ago
Vice president, Account Executive - Construction and Infrastructure
Aon Corporation
Montreal, QC · Quebec, QC
Full-time
You will be supported by strong client service, operations, and analytics teams, allowing you to focus on client relationships, business development, and risk management strategy. At Aon,…
Added 8 days ago
Vice President of Operations
Northlake Financial
Barrie, ON
Full-time
The Vice President of Operations is responsible for providing strategic and operational leadership across the organization, ensuring the efficient, compliant, and profitable execution of…
Added 9 days ago
Vice President of Operations
NorthLake Financial ULC
Barrie, ON
Full-time
The Vice President of Operations is responsible for providing strategic and operational leadership across the organization, ensuring the efficient, compliant, and profitable execution of…
Added 2 months ago
Vice-President, Chocolate Operations (Manufacturing and Supply Chain)
Purdys Chocolatier
Vancouver, BC
Job Overview: Reporting to the Chief Operating Officer, the Vice President, Chocolate Operations provides executive leadership for Purdys’ procurement, manufacturing, quality, maintenance…
Added 4 months ago
Executive Vice President (EVP), Global Sales
Appficiency
Mississauga, Ontario
Full-time
We are seeking an Executive Vice President, Global Sales to lead and scale our global revenue function. In this role, you will drive growth services and solutions, helping businesses tame…
Added 8 days ago
Vice President, IT Operations
Groupe Dynamite
Mont-Royal, QC
Full-time
We are seeking a highly motivated and experienced Vice President, IT Operations to lead and optimize the technology infrastructure and operations that support our dynamic retail…
Added 8 days ago
Vice President, IT Operations
Groupe Dynamite, Inc Garage
Mont-Royal, QC · Ville Mont-Royal, Quebec
Full-time
We are seeking a highly motivated and experienced Vice President, IT Operations to lead and optimize the technology infrastructure and operations that support our dynamic retail…
Added 9 days ago
Vice President of Operations
First Key Consulting
London, ON
Full-time
Equals Brewing is entering an exciting next phase of growth and looking for a Vice President of Operations, based in London, to lead the performance and transformation of their…
Added 1 month ago
Vice President, Support & Technical Operations
Volanté Systems
Toronto, ON · Volante - CAN
Full-time
10+ years of progressive experience in technical support, enterprise software, IT operations, or technical services.
Added 2 months ago
Vice President, Support & Technical Operations
Jonas Software
Toronto, ON · Volante - CAN
Full-time
10+ years of progressive experience in technical support, enterprise software, IT operations, or technical services.
Added 2 months ago
Vice President of Production & Business Operations
Mircom Group of Companies
Vaughan, Ontario
Full-time
The Vice President of Manufacturing and Business Operations is responsible for formulating strategies, improving performance and capacity expansion in a multi-faceted, high-tech facility.…
Added 29 days ago
Salesforce Service Operations Manager
Sectigo
Ottawa, ON
Full-time
The Salesforce Service Operations Manager is a hands-on operational leader responsible for driving strategic process improvement initiatives across Service Delivery, with a strong focus on…
Added 29 days ago
Salesforce Service Operations Manager
Sectigo
Ottawa, ON
Full-time
The Salesforce Service Operations Manager is a hands-on operational leader responsible for driving strategic process improvement initiatives across Service Delivery, with a strong focus on…
Added 29 days ago
Salesforce Service Operations Manager
Sectigo
Ottawa, ON
Full-time
The Salesforce Service Operations Manager is a hands-on operational leader responsible for driving strategic process improvement initiatives across Service Delivery, with a strong focus on…
Added 1 month ago
Senior Director, Customer Operations Delivery
407 ETR
Woodbridge, ON
Full-time
The Senior Director, Customer Operations Delivery is responsible for leading the strategic direction, performance, and continuous evolution of 407 ETR’s day-to-day Customer Operations…
Added 1 month ago
Vice President, Professional Services
March Networks
Ottawa, ON
Full-time
Reporting directly to the CEO and President, the Vice President of Professional Services is responsible for leading, scaling, and continuously improving the end-to-end post-sales services…
Added 1 month ago
Vice President, Professional Services
March Networks
Remote, Canada
Full-time · Remote
Reporting directly to the CEO and President, the Vice President of Professional Services is responsible for leading, scaling, and continuously improving the end-to-end post-sales services…
Added 25 days ago
Vice-président service financier/Vice-présidente service financier
NanoXplore Inc.
Quebec, QC
Full-time
Reporting to the Chief Financial Officer, the Vice President, Finance holds senior financial leadership responsibility for a publicly traded corporation operating in Canada and the United…

Sectigo

Salesforce Service Operations Manager

Ottawa, ON, Canada

Job type: Full-time
Posting language: English
Posted: Aug 21, 2026

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Original job description

Company Description

Sectigo is the most innovative provider of certificate lifecycle management (CLM), delivering solutions that help the world’s largest brands simplify how digital trust is managed and scaled. Sectigo’s automated, cloud-native CLM platform issues and manages digital certificates across enterprise environments, enabling organizations to reduce complexity, accelerate time to value, and strengthen security across environments. Sectigo is one of the largest, longest-standing, and most reputable CAs with more than 700,000 customers, including 65% of the Fortune 500. Sectigo holds six combined active leadership seats in the CA/Browser Forum and ETSI and brings two decades of delivering unparalleled digital trust.

Simplicity at Scale.

How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - Support, Excellence, Communication, Teamwork, Integrity, Growth and Openness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you.

Job Description

We are looking for a talented Salesforce Service Operations Manager to join our growing global team at Sectigo.

The Salesforce Service Operations Manager is a hands-on operational leader responsible for driving strategic process improvement initiatives across Service Delivery, with a strong focus on customer support operations, service performance, scalable workflows, Salesforce Service Cloud and Salesforce Community best practices, and measurable customer and partner outcomes. Reporting directly to the Vice President of Service Delivery, this role will have high visibility across the business, including exposure to executive leadership, and will play a meaningful role in improving team performance, operational efficiency, and the experience of customers, partners, and support agents.

This individual will partner cross-functionally with Support, Validation, Onboarding, Professional Services, and Customer Success to extract business requirements, translate them into practical and scalable operating models, and lead initiatives from concept through execution. This is not a purely advisory or design-focused role; the successful candidate will be expected to execute Salesforce project work directly where appropriate, own the delivery of agreed objectives, and remain accountable for the business impact of the work. A key focus will be deploying Salesforce best practices across Service Cloud and Salesforce Community to simplify the agent experience, improve customer self-service, increase process visibility, and ensure scalable support operations. The ideal candidate has built and supported customer-facing service teams in fast-paced environments, is comfortable operating in a target-rich environment, and brings an 80% today over 100% tomorrow mindset to deliver meaningful progress without waiting for perfect conditions.

Here are the core functions, responsibilities, and expectations for this role:

Lead strategic process improvement initiatives across Service Delivery, with a focus on customer support operations, partner support, escalation management, workflow efficiency, and measurable service outcomes.
Partner directly with the Vice President of Service Delivery to identify operational priorities, define execution plans, and drive initiatives that improve team performance and customer experience.
Work cross-functionally with business leaders to gather requirements, align stakeholders, and translate business needs into scalable operational processes and Salesforce-enabled solutions, including hands-on execution of approved project work where appropriate.
Design and improve support and service delivery workflows that increase efficiency, reduce friction for agents, and provide clear visibility into key milestones, ownership, bottlenecks, and outcomes.
Develop and maintain Salesforce reporting, dashboards, and operational analytics that enable leadership visibility into performance, workload, process health, SLA adherence, customer experience, and improvement opportunities.
Deploy and execute Salesforce Service Cloud and Salesforce Community best practices to improve case handling, agent productivity, customer self-service, knowledge accessibility, partner engagement, and the overall support experience.
Own Salesforce-related project execution from requirements through delivery, including configuration support, reporting changes, process updates, stakeholder coordination, user enablement, and measurement of post-implementation impact.
Lead effective project meetings, working sessions, and stakeholder reviews by setting clear agendas, driving decisions, documenting action items, and maintaining momentum through execution.
Evaluate current-state processes, identify gaps and improvement opportunities, and implement practical solutions that balance speed, scalability, adoption, and operational impact.
Support change management by helping teams adopt new workflows, tools, reporting practices, and operating rhythms while ensuring changes are clearly communicated and easy to follow.
Bring a practical, action-oriented approach to execution, prioritizing measurable progress and business impact in a fast-moving environment with many competing opportunities.
Additional tasks associated with this position may be assigned in response to company initiatives and business needs.

More information about this role:

This is a full-time and in-office position, reporting to our Ottawa office 5 days a week.
The targeted compensation package for this role is between CAD 100K and CAD 120K, subject upon internal equity and years of experience. We may make further adjustments through an approval process if the targeted compensation range needs to be modified based on business needs and market trends.

Qualifications

Education:

BA/BS degree in business, operations, information systems, computer science, or a related field from an accredited college or university is preferred; equivalent hands-on operational leadership experience will also be considered.

Experience:

Minimum of 7+ years of experience in customer support operations, service delivery, customer success operations, or related customer-facing operational roles with direct and hands-on Salesforce superuser experience is required.
Demonstrated experience building, improving, or supporting support/service delivery teams in at least two companies or comparable operating environments.
Hands-on experience both designing and executing business processes for support, customer success, partner support, escalation management, or other customer-facing service teams.
Strong hands-on Salesforce Service Cloud experience, including case management, queues, routing, escalation processes, knowledge, reporting, dashboards, workflow design, process visibility, operational measurement, and execution of Salesforce project deliverables.
Experience deploying Salesforce Community capabilities or comparable customer/partner portal solutions to improve customer self-service, case visibility, knowledge access, and customer or partner engagement.
Salesforce Administrator certification or comparable Salesforce administration experience is a plus, but this role is primarily focused on service delivery operations, practical Salesforce execution, process design, and measurable business impact.

Ideal Candidate Profiles, Talents, and Desired Qualifications:

Proven ability to lead operational improvement initiatives in customer support, service delivery, or customer-facing technology environments.
Strong analytical competency, including the ability to define meaningful metrics, build actionable Salesforce reports and dashboards, interpret performance trends, and identify improvement opportunities.
Practical experience applying and executing Salesforce Service Cloud and Salesforce Community best practices to improve agent workflows, customer self-service, knowledge access, case visibility, and overall support experience.
Ability to work with leaders and frontline teams to extract business requirements and translate them into practical, scalable, and adoption-friendly process designs.
Highly cross-functional working style, with the ability to bring together stakeholders across departments, functions, and varying levels of Salesforce or process maturity.
Strong project leadership and meeting facilitation skills, including the ability to create structure, drive alignment, manage action items, and maintain execution momentum.
Comfortable operating in a target-rich environment where prioritization, speed, practical judgment, and follow-through are critical to success.
A builder mindset with a strong drive for growth, ownership, and measurable business impact; energized by the opportunity to create structure, solve real problems, execute project work, and drive meaningful change.
Versatile operator who can move fluidly between strategy, requirements gathering, Salesforce execution, stakeholder communication, change management, and outcome measurement.
Excellent communication skills, both verbally and in writing, with the ability to communicate clearly with frontline teams, cross-functional partners, and executive leadership.

Additional Information

Sectigo is an Equal Opportunity Employer.

At Sectigo, we are committed to providing equal opportunities throughout your career. We hire and promote the most qualified individuals based on their skills, experience, job requirements, and business needs. We do not discriminate on the basis of race, color, religion, age, sex, national origin, disability, pregnancy, genetic information, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable laws in the countries where we operate.

Our “One Sectigo” culture fosters a strong sense of belonging and supports a respectful, inclusive workplace free from discrimination and harassment.

Use of Artificial Intelligence (AI) in Our Hiring Process at Sectigo:

To enhance your experience, Sectigo may use Artificial Intelligence (AI) tools during the recruitment process. We are committed to using AI responsibly and transparently, ensuring fairness, accuracy, and human oversight at every stage.

Global team. Global reach. Global impact.

At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.

Department: Tech Support

Work Type: In-Office

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More about this job

Responsibilities

Lead strategic process improvement initiatives across service delivery with a focus on customer support operations and scalable workflows. Execute Salesforce project work to improve agent productivity, customer self-service, and operational visibility.

Requirements

Requires at least 7 years of experience in customer support operations or service delivery with strong hands-on Salesforce Service Cloud expertise. A bachelor's degree in business, operations, or a related field is preferred.

Skills

Service Delivery Operations
Salesforce Service Cloud
Salesforce Community
Process Improvement
Operational Analytics
Case Management
Workflow Design
Stakeholder Management
Change Management
Project Leadership
SLA Adherence
Customer Support Operations

Visa sponsorship

Not detected in the job text

Keywords

Salesforce Service Cloud
Salesforce Community
CLM
SLA
Case Management
Operational Excellence
Salesforce Administrator
Digital Trust
Customer Success Operations
Escalation Management
KPIs
Dashboards
Business Requirements
Process Mapping

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