Senior Manager, Operations & Programs

📋 Description

• Lead strategy, execution, and ops foundations for post-GTM CX at scale.
• Oversee CX programs, workflows, tooling strategy, and cross-functional initiatives.
• Drive operational excellence across the post-GTM lifecycle with systems and governance.
• Partner with CS, Support, Implementation, RevOps, TechOps, Product, and GTM to align workflows.
• Build scalable CX operations infrastructure and develop a high-performing team.
• Remote opportunity within Canada and the US.

🎯 Requirements

• 8+ years in CX/CS/Support Ops with 3+ years leading managers.
• Experience in SaaS or technology organizations.
• Designing and scaling operational programs in customer-facing teams.
• PMO leadership: governance, prioritization, risk, and delivery.
• Experience managing managers and leadership development.
• Cross-functional leadership across CX, Product, GTM, RevOps, and tech teams.
• Budgeting, headcount planning, and investment prioritization.

🎁 Benefits

• Health benefits and parental leave top-up.
• Generous PTO and wellness programs.
• RSU program and retirement matching.
• Free 1Password account.
• Paid volunteer days and Bonusly recognition.
• Remote-first culture with occasional in-person offsites.