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Added 7 mins ago
CO
Sponsorship Program - Police Officers
City of Saint John
Saint John, NB
- Full-time
Are you looking for an opportunity to make a difference in your community? Are you a leader who takes accountability for their actions? Are you professional in your approach? Do you have a…
Added 7 mins ago
TA
Automotive Sales Manager
Trotman Auto Group
Comox, BC
- Full-time
We’re not looking for someone who simply wants a job. We’re looking for a leader who wants to make an impact, build a high-performing team, grow a business, and build a long-term career…
Added 7 mins ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
…with us as we pursue our ambitious growth strategy. We are a leader in developing state-of-the-art technology and it is this technology base that uniquely positions us to serve customers…
Added 22 mins ago
EI
Territory Representative, Hospitality Sales & Service
Ecolab Inc.
Mississauga, ON · Richmond Hill, ON · Toronto, ON · Woodbridge, ON · Scarborough, Ontario
- Full-time
Ecolab is seeking a Territory Sales and Service Representative to join our team in the Toronto (Downtown) market. As an industry leader, we need talented people like you to help us continue…
Added 37 mins ago
L
Assistant Manager
LensCrafters
Ottawa, ON · Nepean, ON
- Full-time
…higher standard of quality have made LensCrafters an industry leader for over 30…
Added 37 mins ago
C
Installateur(rice) et Technicien(ne) de Déménagements, d’Expansions et de Réaménagements
CBRE
Longueuil, QC
- Full-time
Report to client and service delivery partners on work environment and delivery efficiency and effectiveness.
Added 37 mins ago
DG
Delivery Coordinator
Dilawri Group of Companies
Vancouver, BC
- Full-time
Liaise with Service Manager to ensure all required operations are performed for sold vehicles
Added 51 mins ago
T
Customer Experience Associate (Cantonese and/or Mandarin Language Skills an Asset)
TD
Markham, ON
- Part-time
…with our customers by performing a broad range of customer service transactions and providing information and advice on services, products, and solutions to existing or prospective TD…
Added 1 hour ago
GA
Assistant Store Manager - CF Pacific Center
Groupe APP - APP Group
Vancouver, BC
- Full-time
A global outerwear leader defined by a commitment to exceptional quality, purpose, and performance with a focus on aesthetic innovation.
Added 1 hour ago
RC
Senior Associate, AI and Data Strategy Consultant
RSM Canada
Toronto, ON
- Full-time
…(AIF-C01), AWS Certified Cloud Practitioner (CLF-C02), Generative AI Leader (Foundational), Databricks Generative AI…
Added 1 hour ago
RC
Supervisor, Talent Acquisition Operations – Campus Programs & Interviews
RSM Canada
Toronto, ON
- Full-time
…the broader Talent Operations team and is a frontline people leader responsible for overseeing the day-to-day execution of TA programs support and interview scheduling support. This role…
Added 1 hour ago
BC
Ralph Lauren Associate Manager
BoF Careers
Halton Hills, ON
- Full-time
Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and…
Added 1 hour ago
BC
Ralph Lauren Selling Manager
BoF Careers
Halton Hills, ON
- Full-time
Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and…
Added 1 hour ago
SC
Senior User Experience Design Specialist
SAP Careers
Montreal, QC
- $108,100 to $222,800 CAD / year
- Full-time
You will own design direction for key journeys in the Customer, Loyalty & Service pod of CX, shaping AI-first experiences across customer, loyalty and service.
Added 1 hour ago
SC
UI Developer
SAP Careers
Montreal, QC
- $77,500 to $166,200 CAD / year
- Full-time
Added 1 hour ago
SC
Senior Linux and Cloud Administrator | Global Cloud Ops LLD | Pacemaker Operations | Toronto
SAP Careers
Toronto, ON
- $97,800 to $202,400 CAD / year
- Full-time
…productive issues; Follow change management processes during service request execution; Seek opportunities to streamline standard operating procedures through automation; Must feel…
Added 1 hour ago
VS
Operations Supervisor-CrossIron Mills
Victoria’s Secret & Co.
Rocky View No 44, AB · Rocky View County, AB
- Full-time
A Victoria’s Secret & Co Operations Supervisor is a values-based leader who supports operational execution and store readiness. This role reports to the Store Manager or Assistant Store…
Added 1 hour ago
B
Manager, Structures Design, Advanced Engineering
Bombardier
Dorval, QC
- Full-time
Work collaboratively with platforms internal and external suppliers and with each platform leader, to align on priorities and decisions
Added 1 hour ago
TH
Analyste r°approvisionnement
The Home Depot Canada
Toronto, ON
- Full-time
…category replenishment strategy, providing a high level of service to its Merchandising, Store Operations and supply chain customers. The Analysts will be responsible for achieving,…
Added 1 hour ago
TH
Replenishment Analyst
The Home Depot Canada
Toronto, ON
- Full-time
…category replenishment strategy, providing a high level of service to its Merchandising, Store Operations and supply chain customers. The Analysts will be responsible for achieving,…
Added 1 hour ago
B
Manager, Structures Design, Advanced Engineering
Bombardier
Dorval, QC
- Full-time
Work collaboratively with platforms internal and external suppliers and with each platform leader, to align on priorities and decisions
Added 1 hour ago
Senior Manager, Account Management - Questbank
Questrade Financial Group
Toronto, ON
…operational risk management of the Account Management function. This leader manages and mentors Managers and, through them, Supervisors and Account Management Specialists, to drive superior…
Added 2 hours ago
PL
Lifestyle and Programming Manager
Prima Living
Aurora, ON
- Full-time
…for our residents. The successful candidate will be a natural leader who can inspire participation, build relationships, and create programs that bring our community…
Added 2 hours ago
GA
Sales Associate - West Edmonton Mall
Groupe APP - APP Group
AB · Edmonton, AB
- Part-time
A global outerwear leader defined by a commitment to exceptional quality, purpose, and performance with a focus on aesthetic innovation.
Added 2 hours ago
R
Founding Product & Solutions Lead
Rainharbor
Toronto, ON
- Full-time
…the founders on the decisions that shape the company, and a leader as the product and client team…

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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