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Added 10 mins ago
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Client Service Associate
BMO
Calgary, AB · CALG
- Full-time
Provides team members with support on technology issues, use of new technology, and general inquiries and escalations related to policies, procedures, and processing.
Added 10 mins ago
TH
MERCHANDISING SPECIALIST ONLINE
The Home Depot Canada
Toronto, ON
- Full-time
Maintain article data: cost, retail, status, (PIRs)Product Information Record, channel management data, assortment listings.
Added 10 mins ago
BS
Digital Marketing & Ecommerce Manager (French Asset)
Bilingual Source
Oshawa, ON · Greater Oshawa Metropolitan Area
- $85,000 to $95,000 CAD / year
- Contract
…shopping experience to overseeing customer communications, product information, reporting, and digital projects, you'll help ensure digital initiatives support business priorities and…
Added 10 mins ago
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Senior Identity Security Engineer
CPKC
Calgary, AB
- Full-time
Design, support, and troubleshoot CyberArk integrations with Windows, Linux/UNIX, databases, network devices, cloud platforms, directory services, SaaS applications, and other enterprise…
Added 10 mins ago
C1
Senior Sourcing Manager-(Hybrid)
Central 1
Toronto, ON
- Full-time
…our clients, developing strategies, products and services to support the financial well-being of their more than 5 million diverse customers in communities across Canada. For more…
Added 10 mins ago
C1
Senior Sourcing Manager-(Hybrid)
Central 1
Vancouver, BC
- $110,000 to $134,000 CAD / year
- Full-time
…our clients, developing strategies, products and services to support the financial well-being of their more than 5 million diverse customers in communities across Canada. For more…
Added 10 mins ago
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Retail Development Specialist (12-Month Contract)
Shiseido
Markham, ON
- $65,000 to $75,000 CAD / year
- Contract
Hiring Manager: Director, National Sales Field
Added 10 mins ago
C1
Senior Sourcing Manager-(Hybrid)
Central 1
Vancouver, BC
- $110,000 to $130,000 CAD / year
- Full-time
…our clients, developing strategies, products and services to support the financial well-being of their more than 5 million diverse customers in communities across Canada. For more…
Added 10 mins ago
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Engineering Change Control (ECC) Specialist
Alithya
Pickering, ON
- Full-time
Support risk-informed engineering changes (RICs) and the proper use of screening forms FORM-14431 (Modifications) and FORM-14452 (Item Equivalency) as part of EC classification;
Added 10 mins ago
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Senior Consultant or Manager, Zero Trust Architecture
Deloitte
Toronto, ON
- Full-time
As a Senior Consultant or Manager in our Zero Trust practice, you will be a trusted advisor to Deloitte clients as they modernize how they secure access for their users, devices,…
Added 11 mins ago
CE
Operations Engineer
Canadian Energy Insight Inc.
Calgary, AB
- Full-time
Collaborate with multiple departments within the Company to ensure the efficient flow of information between office and field.
Added 11 mins ago
FC
Fit4Less Manager - East York Town Centre
Fit4Less Canada
Toronto, ON
- Full-time
The Fit4Less Manager leads a team of club Associates to run a financially healthy club focused on clean, friendly, and automated experiences for both Members and Associates.
Added 11 mins ago
LG
Systems Integration Manager
Lotus Group
AB · Edmonton, AB
- Full-time
Lotus Group is proud to partner with an Edmonton-based technology company that designs and builds advanced precision lighting solutions for customers around the world, including…
Added 11 mins ago
FC
Supervisor, Material Management
Fluor Corporation
Vancouver, BC
- Full-time
…industry. Our focus on innovation and providing cost-effective technology-based solutions is second to none. As we look to the future, we need creative, ambitious, and innovative…
Added 26 mins ago
PI
Project Technologist/Senior Project Technologist Hazourdous Materials
Pinchin in Canada
Barrie, ON
- $50,000 to $63,000 CAD / year
- Full-time
As part of our recruitment process, we use AI technology to support a fair and consistent evaluation of all applicants.
Added 26 mins ago
T&
Senior Project Manager
Turner & Townsend
Ottawa, ON
- Full-time
You are an expert Senior Project Manager looking for the next step or are currently undertaking a similar role in a similar environment; a highly regulated and complex operational…
Added 26 mins ago
NC
Software Developer
NAV CANADA
Ottawa, ON
- Full-time
Communicate technical information and maintain documentation to support shared understanding.
Added 26 mins ago
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Sales Development Representative - Ottawa
Medfar
Ottawa, ON
- Full-time
…you will join a multidisciplinary team whose mandate is to support the strong growth of MEDFAR by participating in sales…
Added 41 mins ago
TH
Lumber & Building Materials Sales Associate Part Time - 7160 North Bay
The Home Depot Canada
North Bay, ON
- Part-time
…have an emphasis on department and product knowledge, provide information on product features and are familiar with related items in order to sell an entire project. Associates in this…
Added 41 mins ago
S
Release Manager
SkyAlyne
Ottawa, ON
- $45.5 to $52.5 CAD / hour
- Contract
…classroom-based training, facilities construction and management, information management and information technology support, site support services, aircraft maintenance and much…
Added 41 mins ago
TH
SPÉCIALISTE, PROTECTION DES RESSOURCES
The Home Depot Canada
Richmond Hill, ON
- Full-time
…minimize loss to the Company. An APS must uphold integrity, support key AP processes, address malicious activity concerns, and prioritize associate and customer safety while staying aligned…
Added 41 mins ago
TH
Loss Prevention Specialist Full Time (RICHMOND HILL)
The Home Depot Canada
Richmond Hill, ON
- Full-time
…minimize loss to the Company. An APS must uphold integrity, support key AP processes, address malicious activity concerns, and prioritize associate and customer safety while staying aligned…
Added 41 mins ago
TH
Sales Associates Part-Time - 7160 North Bay
The Home Depot Canada
North Bay, ON
- Part-time
…have an emphasis on department and product knowledge, provide information on product features and are familiar with related items in order to sell an entire project. Associates in this…
Added 41 mins ago
TH
Hardware Sales Associate Part Time - 7160 North Bay
The Home Depot Canada
North Bay, ON
- Part-time
…have an emphasis on department and product knowledge, provide information on product features and are familiar with related items in order to sell an entire project. Associates in this…
Added 41 mins ago
TH
Kitchen & Bath Sales Associate - 7160 North Bay
The Home Depot Canada
North Bay, ON
- Part-time
…have an emphasis on department and product knowledge, provide information on product features and are familiar with related items in order to sell an entire project. Associates in this…

The Talent Company

Manager, Customer Service & Operations

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

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

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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.

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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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