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Added 35 mins ago
W
Senior Project Manager - Mining Consulting (Sudbury)
WSP
Fredericton, NB
- Full-time
As a Project Manager / Engineering Manager based in Sudbury, Ontario, you will lead the engineering delivery of complex mining and industrial projects while helping build WSP’s local…
Added 49 mins ago
CW
Facility Solutions Manager, full time
City Wide Facility Solutions
Vancouver, BC
- $55,000 to $80,000 CAD / year
- Full-time
The Facility Solutions Manager is responsible for the business operations of an assigned client contracted service area. This is an outside, B2B account management position that provides…
Added 49 mins ago
CW
Facility Solutions Manager, full time
City Wide Facility Solutions
Burnaby, BC
- $55,000 to $80,000 CAD / year
- Full-time
The Facility Solutions Manager is responsible for the business operations of an assigned client contracted service area. This is an outside, B2B account management position that provides…
Added 49 mins ago
CW
Account Representative / Account Manager / Project Manager
City Wide Facility Solutions
Burnaby, BC
- $55,000 to $80,000 CAD / year
- Full-time
We are seeking a proactive, relationship-driven Account Representative / Account Manager to manage and grow a portfolio of commercial client accounts. This role is ideal for someone who…
Added 49 mins ago
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Mortgage Specialist Associate
BMO
London, ON
- Full-time
Provides customers with friendly, courteous, and professional service in response to queries and requests to identify client needs for banking products (e.g. everyday banking, lending, and…
Added 49 mins ago
A
Chef de projet entrée en service / Entry Into Service Project Manager
Airbus
Mirabel, QC · Montreal, QC
- Full-time
Le programme d'avions commerciaux A220 recherche un Chef de projet entrée en service pour rejoindre notre équipe Service client basée à Mirabel (Québec, Canada).
Added 1 hour ago
T
Freelance English into Traditional Chinese (Taiwan) Investment Banking Translator
TransPerfect
Remote, Canada
- Contract
- Remote
…to create and finalize the end product before it goes to the client. Under the guidance of your manager and in collaboration with Project Managers, you’ll be responsible for translating and…
Added 1 hour ago
T
Freelance Traditional Chinese (Taiwan) into English Investment Banking Translator
TransPerfect
Remote, Canada
- Contract
- Remote
…to create and finalize the end product before it goes to the client. Under the guidance of your manager and in collaboration with Project Managers, you’ll be responsible for translating and…
Added 1 hour ago
TR
Senior Leasing Manager (Retail)
Taylor Ryan Executive Search Partners
Toronto, ON
- Full-time
Our client is seeking an experienced Senior Leasing Manager to lead the leasing strategy and execution for a portfolio of retail properties. This individual will be responsible for driving…
Added 1 hour ago
VC
Senior Relationship Manager - Group Benefits
Victor Canada
Mississauga, ON
- Full-time
The Relationship Manager executes sales goals by maintaining a large book of business that includes complex employer and advisor networks and high-yield association accounts. You will work…
Added 1 hour ago
R
Human Resources Manager
Resonaite
Belleville, ON
- $115,000 to $145,000 CAD / year
- Full-time
Our client is a global designer and manufacturer of advanced automotive lighting solutions that enhance safety and brand identity for leading automakers. With decades of experience, the…
Added 1 hour ago
Residential Community Living Worker (Diversity Flats)
Connective
Kamloops, BC
Reports and is accountable to the Manager of Community Living Services or their designate
Added 2 hours ago
AC
Chef De Projet | Project Manager
Aston Carter
Laval, QC
- $38 to $45 CAD / hour
- Contract
Added 2 hours ago
PH
Social Worker - Medicine (NSPH)
Providence Health Care
Vancouver, BC
- Full-time
…program/team, which is under the direction of the Patient Care Manager, in achieving program, patient and resident…
Added 2 hours ago
F
Principal Process Engineer - Power Projects
Fluor
Calgary, AB
- Full-time
…position is primarily office-based, with periodic travel to client offices, supplier facilities, and/or project…
Added 2 hours ago
NS
Pharmacist - Seniors Care
Nova Scotia Health Authority
Yarmouth Indian Reserve No. 33, NS · Yarmouth, NS
- Full-time
The Pharmacist works under the supervision of the Manager of Seniors, Western Zone in collaboration with the Clinical Pharmacy Manager at YRH and acts as a member of the interdisciplinary…
Added 2 hours ago
AC
Reward and Equity - Manager
ACCA Careers
Calgary, AB
- Full-time
We’re looking for a Manager, Global Equity & Reward to help deliver innovative equity compensation solutions for multinational clients. In this role, you’ll manage projects across the full…
Added 3 hours ago
MC
Senior Manager, Data Governance (36122)
Myticas Consulting
Toronto, ON
- Full-time
Our client is an established financial services organization providing a range of consumer financial products and services, including lending, money transfers, and payment solutions. With a…
Added 3 hours ago
EG
Senior Municipal Engineer
Egis Group
Calgary, AB · Toronto, Ontario
- $130,000 to $170,000 CAD / year
- Full-time
Reporting to the Manager of Municipal Engineering, the Sr. Municipal Engineer will be responsible for supporting the overall success of Traditional Municipal Engineering business in Canada…
Added 3 hours ago
M
Gestionnaire de marque, Cardiovasculaire / Brand Manager, Cardiovascular
Merck
Toronto, ON · Kirkland, QC
- Full-time
…avec des équipes multidisciplinaires, notamment l’Engagement client, les Affaires médicales, les Ventes, l’Accès au marché, l’Apprentissage et développement ainsi qu’avec des agences…
Added 3 hours ago
DO
Property & Tenant Services Manager, Housing Services
District of Sault Ste. Marie Social Services Administration Board
Sault Ste. Marie, ON
- Full-time
Reporting to the Supervisor of Housing Services, the Property and Tenant Services Manager is responsible for the day-to-day operations and social challenges of the assigned DSSMSSAB housing…
Added 3 hours ago
DO
Case Manager, Ontario Works (Temporary Up to 12 Months)
District of Sault Ste. Marie Social Services Administration Board
Sault Ste. Marie, ON
- Full-time
…to join our team based in Sault Ste. Marie as temporary Case Manager within the Ontario Works Division. The primary function of the Case Manager is to assist and support applicants and…
Added 3 hours ago
DO
Case Manager, Ontario Works (Temporary up to 18 Months)
District of Sault Ste. Marie Social Services Administration Board
Sault Ste. Marie, ON
- Full-time
…to join our team based in Sault Ste. Marie as temporary Case Manager within the Ontario Works Division. The primary function of the Case Manager is to assist and support applicants and…
Added 3 hours ago
PC
Project Technologist/Senior Project TechnologistHazourdous Materials
Pinchin Canada
Barrie, ON
- $50,000 to $63,000 CAD / year
- Full-time
…and IEQ projects across the region. If you’re energized by field work, curious by nature, and passionate about creating healthier, safer environments, this is your opportunity to join a…
Added 3 hours ago
CC
Senior Manager, Regional Service
Canon Canada
Montreal, QC
- Full-time
Bilingual Senior Regional Service Manager - Hybrid

The Talent Company

Manager, Customer Service & Operations

Toronto, ON, Canada
Greater Toronto Area, Canada, Canada

$100,000 to $110,000 CAD / year · Full-time

Apply About employer

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Job details

Pay: $100,000 to $110,000 CAD / year
Job type: Full-time
Apply by: Dec 4, 2026
Working hours: 40 hours per week
Posting language: English
Posted: Nov 4, 2026

Original job description

Exciting leadership opportunity for an experienced customer service and operations professional to lead teams, strengthen operational performance, and drive service excellence in a 24/7 environment!

The Opportunity

The Talent Company is conducting a confidential search on behalf of an established organization seeking an experienced Manager, Customer Service & Operations.

This is an opportunity for a hands-on leader who is passionate about developing people, improving customer experiences, and driving operational excellence.

The successful candidate will oversee customer service and centralized operations functions, balancing day-to-day service delivery with employee development, operational efficiency, and continuous improvement.

The Impact You Will Have

As the Manager, Customer Service & Operations, you will provide leadership to teams responsible for customer inquiries, service requests, operational monitoring, incident management, and escalations.

You will oversee approximately 10 to 20 employees within a unionized environment, supporting consistent service delivery and operational readiness across a 24/7 operation.

Your impact will extend beyond daily operations. You will strengthen employee engagement, build accountability, improve processes, and support the implementation of new technologies and systems.

This opportunity is ideal for a collaborative, people-focused leader who can build trust with experienced employees while confidently navigating change, performance management, and complex operational challenges.

What You Will Do

Lead customer service and centralized operations functions, ensuring efficient service delivery and operational performance.
Oversee customer inquiries, complaints, service requests, payment-related issues, and escalations across multiple communication channels.
Manage operational monitoring, incident response, dispatch coordination, and work order processes.
Ensure operational readiness through effective workforce planning, scheduling, staffing, and performance monitoring.
Provide hands-on leadership, coaching, mentoring, and performance management to employees in a unionized environment.
Address employee relations matters, including attendance, discipline, and performance concerns, in collaboration with Human Resources.
Interpret and apply collective agreements, organizational policies, and relevant employment legislation.
Coordinate with internal departments and external service providers to resolve operational issues and service disruptions.
Provide leadership during emergencies, system outages, and other time-sensitive operational situations.
Monitor and report on key performance indicators, including customer satisfaction, service levels, response times, and operational performance.
Analyze operational data to identify trends, service gaps, and opportunities for improvement.
Develop and maintain standard operating procedures, quality assurance processes, training resources, and operational documentation.
Support the implementation of new technologies, customer service platforms, and process improvements.
Prepare reports, dashboards, and recommendations for senior leadership.
Foster a positive, inclusive, and accountable team culture while maintaining compliance with applicable health and safety requirements.

What You Will Bring

Post-secondary education in Business Administration, Operations Management, Customer Service, or a related field, or an equivalent combination of education and experience.
A minimum of 5 years of leadership experience, including at least 3 years in a high-volume call center, contact center, customer service, or comparable service environment.
A minimum of 3 years of supervisory or management experience in a unionized environment.
Demonstrated experience leading customer service teams, managing operational escalations, and maintaining service standards.
Strong knowledge of workforce management, scheduling, quality assurance, customer service metrics, and performance reporting.
Proven ability to coach, mentor, engage, and develop employees while addressing performance concerns and difficult conversations.
Working knowledge of collective agreements, labor relations, employment legislation, and workplace health and safety requirements.
Experience using CRM systems, telephony platforms, workforce management tools, and operational reporting systems.
Excellent communication, stakeholder management, conflict resolution, and problem-solving skills.
Strong organizational and time management skills, with the ability to prioritize competing demands.
A hands-on, approachable leadership style with the ability to build trust and credibility among experienced employees.
Adaptability and patience when introducing new technologies, processes, and organizational changes.
Sound judgment and the ability to make timely decisions in complex or high-pressure situations.

The following would be considered assets:

Experience in large-scale customer service or operational environments.
Exposure to dispatch operations, incident management, facility monitoring, or operational control centers.
Experience supporting technology modernization, process improvements, or customer service transformation initiatives.
Experience working with CRM, ERP, or similar business management systems.

Work Environment

Full-time, permanent opportunity based in GTA, Ontario.
Five days onsite.
Regular work schedule of Monday to Friday, 40 hours per week, with some flexibility in start and end times.
The position supports a 24/7 operation and may require occasional after-hours or weekend availability for emergencies and escalations.
Opportunity to lead an established team in a collaborative, customer-focused environment.

If you are a hands-on customer service leader who enjoys developing people, solving operational challenges, and improving service delivery, we invite you to apply.

This is a confidential recruitment process. Additional details about the organization will be shared with qualified candidates at the appropriate stage of the selection process, subject to confidentiality requirements.

Submit your resume today to be considered for this opportunity.

JOB VACANCY STATUS

This opportunity is being managed as a confidential search. Further details regarding the position will be shared with candidates as the recruitment process progresses.

HIRING RANGE

The anticipated annual base salary range for this position is $100,000-$110,000 CAD.

The organization offers a comprehensive benefits package, including a defined benefit pension plan, health and dental coverage, paid vacation, and additional paid time off.

USE OF ARTIFICIAL INTELLIGENCE - BY RECRUITERS & HIRING MANAGERS

At The Talent Company, people are at the center of our recruitment process. While we may use artificial intelligence (AI) tools for limited administrative purposes, such as writing creative outreach messages, summarizing interview notes, or transcribing reference checks, AI is never the decision-maker. Resumes and candidate information are personally reviewed by our recruiters, and all hiring decisions are made by people who bring judgment, care, and expertise to each match.

If a client's recruitment process involves a greater degree of AI use during their own interviews or assessments, we will communicate that to shortlisted candidates, so they are aware in advance. Our commitment is to use technology responsibly while ensuring fairness, transparency, and respect at every stage of the process.

USE OF ARTIFICIAL INTELLIGENCE - BY CANDIDATES

We recognize that candidates may choose to use artificial intelligence (AI) tools to support their job search, for example, to refine writing style or gather research. While this can be appropriate, the information you provide in your resume, screening questions, and interviews must always be truthful and accurately reflect your own experience, knowledge, and competencies. AI should never be used to create or exaggerate credentials.

Our goal is to understand the real you - your skills, your story, and your potential - so that we can make the best possible match between you and the organizations we serve.

ACCOMMODATION & INCLUSIVITY

At The Talent Company, we recognize the value of different perspectives and experiences in prompting innovation, sparking creativity, and solving problems. As an equal employment opportunity organization, we do not discriminate against any employee or applicant for employment based on race, Indigenous identity, membership in visible minorities, sex, age, national origin, religion, sexual orientation, gender identity, disability, or any other category protected by law.

We are committed to equal opportunities and welcome applications from all sections of the community. Please let us know by emailing recruitment@thetalent.co if an adjustment or adaptation is required at any stage to support you during the recruitment journey.

Apply About employer

More about this job

Responsibilities

Lead customer service and centralized operations teams in a unionized 24/7 environment, overseeing service delivery, workforce readiness, incident response, escalations, and employee performance. Monitor operational and customer service metrics, improve processes and documentation, support technology implementations, and report recommendations to senior leadership.

Requirements

Requires post-secondary education in business administration, operations management, customer service, or a related field, or equivalent education and experience; at least five years of leadership experience, including three years in a high-volume service environment and three years managing in a unionized environment. Candidates should bring experience with customer service operations, workforce management, employee relations, collective agreements, relevant employment and safety requirements, CRM and telephony platforms, and operational reporting.

Skills

Customer Service Leadership
Operations Management
Workforce Planning
Scheduling
Quality Assurance
Performance Reporting
Employee Coaching And Development
Unionized Employee Relations
Collective Agreement Interpretation
Labor Relations
Incident Management
Escalation Management
Process Improvement
Stakeholder Management
Conflict Resolution
Operational Decision-Making

Benefits

Defined Benefit Pension Plan
Health Coverage
Dental Coverage
Paid Vacation
Additional Paid Time Off

Visa sponsorship

Not detected in the job text

Keywords

Customer Service
Centralized Operations
24/7 Operations
Unionized Environment
Call Center
Contact Center
Workforce Management
Scheduling
Quality Assurance
Customer Satisfaction
Service Levels
Performance Metrics
Incident Management
Dispatch Coordination
Work Orders
Collective Agreements
Labor Relations
Employment Legislation
Workplace Health And Safety
CRM Systems
Telephony Platforms
Operational Reporting Systems
ERP Systems
Standard Operating Procedures
Operational Readiness
Process Improvement
Technology Modernization
Customer Service Platforms
Performance Management

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