96 Dealership Operations jobs in Canada

Job Description

Job Description

SHAPING THE FUTURE THROUGH INNOVATION AND DISCOVERY!

With a history spanning more than seven decades, Communications & Power Industries’ thousands of products have impacted people’s lives in numerous unseen ways every day. Our highly engineered products serve as the backbone of modern-day commercial and military communications systems, assist in diagnosing medical conditions, empower scientific discoveries and space exploration, and much more.

CPI is headquartered in Plano, Texas and is a global manufacturer of electronic components and subsystems. We have manufacturing locations in the United States, Canada, Europe, and Asia. With a heritage of technological excellence, our team serves customers in the communications, defense, medical, industrial, and scientific markets.

WHAT WE OFFER:

Whether you are a seasoned professional or just embarking on your career, CPI is an ideal place to expand your knowledge and expertise. We cultivate a healthy, dynamic, and team-oriented environment that empowers our employees to develop, create and deliver innovative, reliable technology solutions to power, connect, protect, and support a better tomorrow.

We offer our employees an attractive compensation package with competitive salaries and comprehensive benefits, including health and wellness programs, career development, generous retirement savings plan with company match and more!

YOUR DAY TO DAY :

We are seeking a Service Operations Manager to join our Power Electronics team. The Service Operations Manager oversees the day-to-day operational performance of the aftermarket service organization, ensuring efficient delivery of repairs, spare parts, service contracts, and field support. This role drives operational excellence, manages cross-functional coordination, and ensures service levels meet or exceed customer expectations while optimizing cost and resource utilization.

YOU WILL BE ACCOUNTABLE FOR/TO :

• Operational Leadership – Manage daily operations across repair depots, spare parts logistics, and field service teams to meet turnaround time, quality, and cost targets.
• Process Optimization – Develop and implement service workflows, standard operating procedures, and continuous improvement initiatives to enhance efficiency and customer satisfaction.
• Resource Management – Plan and allocate staffing, tools, and equipment for service delivery, ensuring readiness for demand peaks and special projects.
• Performance Management – Track key performance indicators (KPIs) such as turnaround time, first-time fix rate, service revenue, and customer satisfaction.
• Cross-Functional Collaboration – Partner with Sales, Engineering, Supply Chain, and Finance to align service operations with business objectives.
• Technology Enablement – Leverage ERP, CRM, and service management platforms to improve data visibility, reporting, and forecasting accuracy.
• Financial Oversight – Manage service budgets, cost controls, and operational forecasting.
• Customer Engagement – Support escalated customer issues, ensuring timely resolution and proactive communication.
• Compliance & Safety – Ensure adherence to safety regulations, quality standards, and relevant certifications across service operations.

YOU ARE THE RIGHT PERSON FOR THIS JOB IF YOU HAVE :

• Education: Bachelor’s degree in Engineering, Business Administration, Operations Management, or related field or technical diploma.
• Experience:
  • 5+ years in service operations, aftermarket support, or repair/maintenance management.
  • Experience in communications, RF electronics, or medical equipment sectors strongly preferred.
  • Proven track record of operational improvement and cost optimization.
• Skills:
  • Strong leadership and team management abilities.
  • Proficient in ERP and CRM systems (e.g., JDE, Salesforce, Microsoft Dynamics)
  • Data-driven decision-making with strong analytical and problem-solving skills.
  • Excellent customer relationship management and communication skills.
• Certifications (Preferred): Lean Six Sigma, PMP
• Must be able to meet CGP requirements

WHO WE ARE:

We value the unique and diverse skills, qualities, and backgrounds that each employee brings to CPI, and we respect each employee as an integral member of our growing team. CPI is committed to providing equal employment opportunities for all current and prospective employees, as well as to promoting a culture of inclusion and respect for everyone. We celebrate the innovation that diversity creates in the work environment, and we recognize that each employee brings their own unique capabilities, experiences, and perspectives to the organization. It is this variety that adds value to our teams, as well as to our stakeholders. We welcome and encourage applicants to reach their full potential with us.

CPI is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability or other applicable legally protected characteristics.

Job Description

Job Description

Service Operations Manager

• Location: Calgary, Alberta
• Employment Type: Full-time, Hybrid
• Salary: $75,000 CAD annually + Benefits + Performance Bonus

About Ripple

We're a PropTech company building an AI platform that revolutionizes how people access and manage services. Based in Calgary and growing fast, we’re a boutique-sized company doing big things—with 4.7 stars on Google from hundreds of happy customers who love our speed, transparency, and easy-to-use platform.

People love us for our fast communication and easy-to-use systems. As we grow across the country, we are looking for a Service Operations Manager to help us evolve our service delivery model and keep everything running smoothly.

The Role

This role is perfect for a natural leader who thinks in terms of systems, processes, and people. You're part project manager, part service expert, and the glue that holds our customer experience together. As our Service Operations Manager, you will be responsible for coordinating the people, tools, and workflows that define our 5-star service.

You’ll be in charge of ensuring we are hitting our service level agreements (SLAs), optimizing our processes, managing logistics, and championing a culture of continuous improvement across the team.

What You'll Do

• Oversee Service Delivery: Coordinate a high-performing team of service agents and specialists. Maintain a positive, low-stress environment by setting clear goals, defining KPIs, and ensuring service quality standards are met.
• Develop the Operational Playbook: Design and document the operational model for our service delivery, including standard operating procedures (SOPs), team playbooks, and performance management frameworks that can scale to new markets.
• Drive Process Improvement: Analyze operational data (response times, ticket volumes, customer satisfaction, etc.) to identify bottlenecks and implement process improvements that increase efficiency and quality.
• Manage Technology & Systems: Act as a key stakeholder for our operational technology. Collaborate with internal teams to define business requirements for the tools that will automate and optimize our service delivery.
• Coordinate Daily Operations: Manage the end-to-end customer lifecycle, from onboarding to offboarding, including service ticket follow-ups, scheduling, and compliance documentation.
• Handle Service Escalations: Act as the point of contact for complex customer service escalations, handling them with professionalism and a customer-first attitude.

Why Join Ripple?

• You’ll be trusted and supported – You’re not just a number here. You’ll have real ownership over your responsibilities, and your ideas for making things better will be heard.
• You’ll be joining a top-rated team – With a 4.7-star rating on Google, we’re known for treating people well and communicating quickly. We take pride in delivering what we promise.
• You’ll grow with us – As we expand, there’s opportunity to grow into a more senior operations role in the future.
• You’ll work in a fast, tech-forward environment – No clunky processes or outdated systems here. We love finding better, smarter ways to get things done.

Requirements

We’d love to meet you if you have:

• 3+ years of experience in an operations management role, such as supervising a call center, overseeing a field service team, managing customer service, or leading service implementation projects.
• Proven experience defining and tracking operational KPIs and performance metrics.
• Proficiency with customer service and CRM platforms (e.g., Zendesk, HubSpot), scheduling tools, and ticket management systems.
• Excellent problem-solving skills and a talent for process improvement.
• A bachelor’s degree in business, communications, or a related field.
• A team-first mindset and a willingness to wear multiple hats in a fast-growing environment.
• A valid driver’s license and access to a vehicle is required for occasional local site visits.

Benefits

• Base salary: $75,000 CAD/year
• Performance bonus: up to 10% based on operational KPIs and project outcomes
• Health and dental benefits
• Paid vacation and personal time off
• Cell phone allowance or company plan
• Professional development opportunities
• Flexible working hours (within a structured, in-person environment)
• Potential for long-term growth into a leadership role as the company expands

Job Description

Job Description

Description

Davies is a community of outstanding people . We welcome different perspectives, support each other’s ambitions and grow together. In a fast-changing business environment, we adapt and look ahead . We succeed because we are multi-talented: in the skills of our teams, specialisms, and sector expertise. Working together, we are greater than the sum of our parts.

Our Values

We are Connected : United under one mission and believe in our collective power to make a difference; together we are greater than the sum of our parts. 

 

We are Dynamic : We adapt with the environment, striving for what is next. Relentlessly seeking more for our business, clients, colleagues, and communities.

 

We are Innovative : We are solution focused with an entrepreneurial mindset, empowered to discover new paths.

 

We Succeed Together : We support each other to grow and value different perspectives, ideas, and experiences - making an impact on our communities. 

 

Key Responsibilities

The Service Operations Integration Manager will report into the Head of Service Operations, working alongside the Service Operations Management Team they will act as the conduit between Service Operations and the Project Teams focusing on managing and integrating services during mergers and acquisitions (M&A).  

This role will be a member of the Service Design Team and will continue to work alongside the Project Team to ensure a seamless transition into the Production environment.  This role will manage the transition of services, operational readiness, and integration from an M&A perspective, while also dealing with the complexity and volume of tasks that arise during these transitions.  

The creation of processes to ensure an efficient delivery into production is required, with continual improvement activities to be undertaken to optimise the integration process.

They will also manage the service team providing support during the “hypercare” period ensuring a seamless transition into BAU.

Skills, Knowledge & Expertise

M&A Transition Management

• Manage the integration of services, processes, and technologies from acquired companies or newly merged entities, ensuring they are aligned with existing operations.
• Oversee the transition from the design phase (post-sign-off) to the live operational phase, ensuring that all services are ready for production and are integrated into the service management framework.
• Develop and execute transition plans specifically for M&A, ensuring all required resources, tools, and processes are in place for a smooth operational take-over.

Service Operations Readiness

·       Operational Readiness Checks: Perform readiness assessments to ensure that the Service Operations Team is prepared for the integration of new services or processes.

·       User Readiness: Ensure the Service Operations Integration Analysts are closely aligned to the new service(s) and user requirements to ensure alignment with Davies existing services and/or identify gaps to ensure they are addressed pre onboarding.

·       Cross-functional Collaboration: Work closely with the Service Operations Team, Project Team and business stakeholders to ensure that all aspects of service delivery are addressed post-M&A.

·       Risk Management: Identify and manage any risks associated with the operational take-over of newly integrated services, including staffing, infrastructure, and service continuity.

M&A Service Oversight

·       Working alongside the Service Operations Management Team to ensure that merged or acquired services do not disrupt the ongoing operations of the organization 

·       Ensure that any challenges, issues and/or blockers are swiftly addressed.

·       Oversee the knowledge transfer from the design and integration teams to operations teams, ensuring adequate documentation and training for ongoing support.

Communication and Stakeholder Engagement

• Maintain clear and continuous communication with internal stakeholders, and regularly report on the progress of the Service Operations workstream for integration projects

Continuous Improvement and Feedback Loop:

·       Post-Integration Reviews: Lead post-integration reviews to ensure the M&A integration objectives for Service Operations are met and to identify areas for continual improvement in future M&A transitions.

·       Optimization: Identify opportunities to streamline service operations processes and improve efficiencies as the integrated services mature.

 
·       Minimum of 10 years’ Mergers and Acquisitions experience 

·       Strong background in Service Management frameworks, particularly service transition and service operation

·       Experience of working in regulated environments.

·       Strong project management skills to handle multiple workstreams 

·       Experience of Risk and Change Management

·       Strong communication skills

Soft Skills

·       Have the ability to inspire, motivate and guide a team to achieve their goals.

·       Excellent communication and interpersonal skills, with the ability to engage and influence at all levels.

·       Be competent in identifying, addressing, and resolving conflicts in a calm and constructive manner.

·       Be able to remain calm and level-headed under pressure retaining a sound judgement in complex situations.

·       A strong focus on customer satisfaction, recognize their needs and ensure communication to meet/or exceed these.

·       Have an excellent ability with problem solving, involving a proactive approach to foresee potential issues and address them before escalation.

Job Description

Job Description

Service Manager (Truck an d Trailer Service Operations)

Location Edmonton Alberta

Salary: 80k-90k depending on experience

We are seeking an experienced and highly organized service manager to lead the daily operations of our truck and trailer service department the ideal candidate will have a strong background in heavy duty vehicle maintenance, excellent leadership skills and a commitment to delivering outstanding customer service.

This role involves managing technicians, coordinating repairs, ensuring compliance and driving departmental performance.

Key Responsibilities Service Manager (Truck And Trailer Service Operations) :
Oversee daily service department operations including scheduling job assignments and work order flow
Ensure all repairs and maintenance are completed efficiently accurately and on time
Monitor service quality to meet or exceed customer expectations
Lead train and support a team of service technicians and support staff
Conduct performance reviews and implement ongoing training and development programs
Promote a culture focused on safety accountability and continuous improvement

Serve as the primary contact for all service related customer inquiries and concerns
Communicate clearly with customers about diagnostics timelines and costs
Build strong long term client relationships through excellent service delivery
Coordinate with the parts department to ensure timely access to necessary components
Ensure all service activities meet DOT safety and industry compliance standards
Maintain detailed and accurate service records inspections and logs
Track key performance indicators monitor department budgets and drive profitability
Assist with job cost estimates and prepare service quotes and invoices

All other related tasks

Qualifications for the Service Manager (Truck And Trailer Service Operations):
Proven experience in a supervisory or management role within truck and or trailer service operations
Strong knowledge of heavy duty truck and trailer maintenance and repair procedures
Excellent leadership organizational and communication skills
Ability to interpret technical manuals and schematics
Proficiency with service management software and Microsoft Office
Customer focused with a strong service mindset
Valid driver’s license CDL is considered an asset
Five or more years of experience in the truck and trailer service industry
Familiarity with top brands including Freightliner Kenworth Peterbilt Great Dane and Utility
Strong understanding of DOT OSHA and FMCSA regulations

Apply today, send your resume to

#OPSK

Job Description

Job Description

Customer Service Representative - Operations Department:
We are looking for a goal-oriented, motivated & organized customer service professional who has a passion for helping people live and grow together to join our close-knit team.

A little about us:

• We are friendly, hardworking, a little weird, and enjoy having fun together.
• We support our clients, communities and each other. We create connections and generate progress through learning, listening, and understanding.
• We are driven by solutions and focus on the positive. We know that big ideas take courage and that together, we can do anything and that anything is possible.
• We share information freely. We are authentic, respectful, and act with integrity. We take ownership of our mistakes and are not afraid of new truths or new ideas.
• Do you want to know more? Visit our website

Perks for You:

• Paid days off on your birthday and job anniversary.
• 4 paid volunteer days off per year.
• RRSP matching contributions.
• Health & Dental Benefits.
• Team socials and parties.
• Wellness and Social Committees.
• Employee referral program.
• Education Funding Program.
• Opportunities for growth.

If you are energized by working with people and want to join an amazing team that is the same, this could be the position for you. You’ll bring a desire to learn, grow, and help others and we’ll train you on the world of property management. Whether you’re looking to make a change from working as a server, running a store, or wanting to explore a new career, we want to hear from you!

This is YOU to a ‘T’:

• You are confident, kind, patient, and an active listener.
• You enthusiastically support positive changes and see opportunities rather than challenges.
• You use systems to keep organized and know how to effectively manage a high volume of emails and tasks.
• You love solving problems for people and helping your whole team succeed.
• You thrive in a demanding environment.
• You are able to effectively flow between different tasks seamlessly.
• You challenge chaos with solutions, smiles, and the right amount of humor.

A day in the life of an Ops Coordinator looks like this:

• Daily reception desk duties shared with the team of fellow Operations Coordinators.
• Consistently demonstrate customer service excellence.
• Manage emergencies with a decisive and calm demeanor, able to troubleshoot the situation and find positive solutions.
• Assist the Property Manager with obtaining quotes, scheduling maintenance, and confirming jobs with tradespeople at their direction.
• Effectively managing a high volume of phone and email correspondence.
• This position may require working in two offices on a rotating schedule.
• Other duties as assigned.
• For those interested, this position offers the opportunity to grow into our Property Manager Trainee position.

Position Details:

• Full-time in-office position, based out of our head office in Langford.
• While we prefer a full-time candidate, we welcome applications from qualified part-time candidates who can commit to a minimum of 25 hours per week, with a schedule of 9:00 AM to 2:00 PM Monday to Friday.
• $40,000-$50,000 annually.
• Two weeks paid vacation.
• Office hours are Monday through Friday, 8:30 am - 5 pm, with a 1-hour lunch break.

We are looking for someone who will fit in well with our values and our team. To apply for this position, please submit your resume and cover letter outlining why your skills, experience and personality will allow you to shine in a customer centric role as an Operations Coordinator. We are looking forward to reviewing your application!

Please note that only candidates selected for the interview process will be contacted.

About Proline Management Ltd.:

With 55+ employees, 3 offices, and over 39 years in the business of property management, we are a friendly, interactive and hardworking group of people focused on developing and improving our organization and contributing to our community. We offer fun and professional working environment, maintaining an inclusive, small business feel while constantly striving to improve and develop as a company. We welcome team members who approach each day with positivity and enjoy working to help others live and grow together.

This position is responsible for supporting all Operational areas and Field offices with respect to services issues. The Service Specialist is the **single point of contact** for service escalations in the organization. The Service Specialist is accountable for ensuring that any service-related issues received within the Operations teams are being managed in the timeframes required and see them through from start to finish. The goal of the Specialist is to ensure that the customer is receiving the highest level of service possible. The Service Specialist may also be called upon to attend meetings with the various areas of the organization at all levels. This could also include Customer Meetings where necessary.
**Position Responsibilities:**
+ **First Point of Contact for service issues**
+ Escalations related to any Operations transaction
+ Facilitating regular update meetings
+ Responding to Customers (written and verbal)
+ Facilitate activities as they relate to service issues
+ Provide directions to the organization as it relates to changes to existing processes
+ Ensure the resources required for each service recovery project are managing to the timelines
+ Problem solving along with the support of other resources.
+ Understand the cost of exceptions to Manulife standards
+ Creativity with respect to the current product and services available to GB customers that will provide the customer with the desired outcome and not negatively impact Manulife GB.
+ **Warranty Program Support**
+ Recommendations on when groups should go into warranty and when they should come off
+ Review escalated issues as they relate to groups in warranty
+ Analyze, identify trends and provide statistical reporting on warranty groups
+ Reviewing the Client Monitoring report to ensure issues are known and being dealt with, as well as work with the RGO to fully understand the related issues.
+ **Lead and Foster a "Team" approach to service in SFS/PDS/PMA**
+ Through team building skills and leadership skills demonstrate that the team approach of Manulife is superior to other organizations
+ Strong People skills with respect to negotiation and conflict resolution
+ Champion of superior service delivery
+ **Project Resource**
+ Assist with overall projects as they relate to services, products and processes within Group Benefits.
+ Statistical reporting (issues log) on all escalated issues
+ Escalating issues (if necessary) in conjunction with the "Canadian Division Complaint Management Policy and Program' and/or the Privacy/compliance office
**Required Qualifications:**
+ Extensive Group Benefits Knowledge, and Experience
**Preferred Qualifications:**
+ Superior Customer Service approach
+ Excellent Communication Skills, both verbal and written
+ Presentation Skills
+ Leadership Strength (people and project)
+ Project Management & Business Analyst Skills
+ Decision Making, Influencing and Negotiation Skills
+ Comprehensive understanding of Manulife administration systems and any system that may interact with these systems.
+ Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.
**When you join our team:**
+ We'll empower you to learn and grow the career you want.
+ We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
+ As part of our global team, we'll support you in shaping the future you want to see.
#LI-Hybrid
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite .
**Manulife es un empleador que ofrece igualdad de oportunidades**
En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.
Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a .
**Referenced Salary Location**
Montreal, Quebec
**Modalidades de Trabajo**
Híbrido
**Salary range is expected to be between**
$51,375.00 CAD - $85,625.00 CAD
Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con para conocer el rango salarial de su ubicación. El salario real variará según las condiciones locales del mercado, la geografía y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educación/capacitación. Los empleados también tienen la oportunidad de participar en programas de incentivos y obtener una compensación de incentivos vinculada al desempeño comercial e individual.
Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

This position is responsible for supporting all Operational areas and Field offices with respect to services issues. The Service Specialist is the **single point of contact** for service escalations in the organization. The Service Specialist is accountable for ensuring that any service-related issues received within the Operations teams are being managed in the timeframes required and see them through from start to finish. The goal of the Specialist is to ensure that the customer is receiving the highest level of service possible. The Service Specialist may also be called upon to attend meetings with the various areas of the organization at all levels. This could also include Customer Meetings where necessary.
**Position Responsibilities:**
+ **First Point of Contact for service issues**
+ Escalations related to any Operations transaction
+ Facilitating regular update meetings
+ Responding to Customers (written and verbal)
+ Facilitate activities as they relate to service issues
+ Provide directions to the organization as it relates to changes to existing processes
+ Ensure the resources required for each service recovery project are managing to the timelines
+ Problem solving along with the support of other resources.
+ Understand the cost of exceptions to Manulife standards
+ Creativity with respect to the current product and services available to GB customers that will provide the customer with the desired outcome and not negatively impact Manulife GB.
+ **Warranty Program Support**
+ Recommendations on when groups should go into warranty and when they should come off
+ Review escalated issues as they relate to groups in warranty
+ Analyze, identify trends and provide statistical reporting on warranty groups
+ Reviewing the Client Monitoring report to ensure issues are known and being dealt with, as well as work with the RGO to fully understand the related issues.
+ **Lead and Foster a "Team" approach to service in SFS/PDS/PMA**
+ Through team building skills and leadership skills demonstrate that the team approach of Manulife is superior to other organizations
+ Strong People skills with respect to negotiation and conflict resolution
+ Champion of superior service delivery
+ **Project Resource**
+ Assist with overall projects as they relate to services, products and processes within Group Benefits.
+ Statistical reporting (issues log) on all escalated issues
+ Escalating issues (if necessary) in conjunction with the "Canadian Division Complaint Management Policy and Program' and/or the Privacy/compliance office
**Required Qualifications:**
+ Extensive Group Benefits Knowledge, and Experience
**Preferred Qualifications:**
+ Superior Customer Service approach
+ Excellent Communication Skills, both verbal and written
+ Presentation Skills
+ Leadership Strength (people and project)
+ Project Management & Business Analyst Skills
+ Decision Making, Influencing and Negotiation Skills
+ Comprehensive understanding of Manulife administration systems and any system that may interact with these systems.
+ Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.
**When you join our team:**
+ We'll empower you to learn and grow the career you want.
+ We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
+ As part of our global team, we'll support you in shaping the future you want to see.
#LI-Hybrid
**Giới thiệu về Manulife và John Hancock**
Tập đoàn Manulife Financial là nhà cung cấp dịch vụ tài chính quốc tế hàng đầu giúp mọi người quyết định dễ dàng hơn và có cuộc sống vẹn toàn hơn. Để tìm hiểu thêm về chúng tôi, hãy truy cập .
**Manulife là Nhà sử dụng lao động không phân biệt đối xử**
Tại Manulife/John Hancock, chúng tôi luôn đón nhận sự đa dạng. Chúng ta cố gắng thu hút, phát triển và duy trì lực lượng lao động đa dạng tương tự như những khách hàng mà chúng ta phục vụ, đồng thời thúc đẩy một môi trường làm việc hòa nhập, đề cao thế mạnh của từng nền văn hóa và cá nhân. Chúng ta cam kết tuyển dụng, duy trì, thăng tiến và trả lương một cách công bằng. Đồng thời, chúng ta quản lý tất cả các hoạt động và chương trình của mình mà không phân biệt đối xử dựa trên chủng tộc, dòng họ, xuất thân, màu da, nguồn gốc dân tộc, quyền công dân, tôn giáo hoặc tín ngưỡng tôn giáo, đức tin, giới tính (bao gồm phụ nữ mang thai và các tình trạng liên quan đến mang thai), xu hướng tính dục, đặc điểm di truyền, tình trạng cựu chiến binh, bản dạng giới, biểu hiện giới, tuổi tác, tình trạng hôn nhân, tình trạng gia đình, khuyết tật hoặc bất kỳ căn cứ nào khác được pháp luật hiện hành bảo vệ.
Ưu tiên của chúng ta là loại bỏ các rào cản để đem lại cơ hội tiếp cận việc làm bình đẳng. Đại diện Bộ phận Nhân sự sẽ làm việc với những ứng viên có yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển. Tất cả thông tin được chia sẻ trong quá trình yêu cầu điều chỉnh sẽ được lưu trữ và sử dụng tuân theo pháp luật hiện hành và chính sách của Manulife/John Hancock. Để yêu cầu điều chỉnh hợp lý trong quá trình ứng tuyển, hãy liên hệ với .
**Referenced Salary Location**
Montreal, Quebec
**Working Arrangement**
Kết hợp
**Salary range is expected to be between**
$51,375.00 CAD - $85,625.00 CAD
If you are applying for this role outside of the primary location, please contact for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.

This position is responsible for supporting all Operational areas and Field offices with respect to services issues. The Service Specialist is the **single point of contact** for service escalations in the organization. The Service Specialist is accountable for ensuring that any service-related issues received within the Operations teams are being managed in the timeframes required and see them through from start to finish. The goal of the Specialist is to ensure that the customer is receiving the highest level of service possible. The Service Specialist may also be called upon to attend meetings with the various areas of the organization at all levels. This could also include Customer Meetings where necessary.
**Position Responsibilities:**
+ **First Point of Contact for service issues**
+ Escalations related to any Operations transaction
+ Facilitating regular update meetings
+ Responding to Customers (written and verbal)
+ Facilitate activities as they relate to service issues
+ Provide directions to the organization as it relates to changes to existing processes
+ Ensure the resources required for each service recovery project are managing to the timelines
+ Problem solving along with the support of other resources.
+ Understand the cost of exceptions to Manulife standards
+ Creativity with respect to the current product and services available to GB customers that will provide the customer with the desired outcome and not negatively impact Manulife GB.
+ **Warranty Program Support**
+ Recommendations on when groups should go into warranty and when they should come off
+ Review escalated issues as they relate to groups in warranty
+ Analyze, identify trends and provide statistical reporting on warranty groups
+ Reviewing the Client Monitoring report to ensure issues are known and being dealt with, as well as work with the RGO to fully understand the related issues.
+ **Lead and Foster a "Team" approach to service in SFS/PDS/PMA**
+ Through team building skills and leadership skills demonstrate that the team approach of Manulife is superior to other organizations
+ Strong People skills with respect to negotiation and conflict resolution
+ Champion of superior service delivery
+ **Project Resource**
+ Assist with overall projects as they relate to services, products and processes within Group Benefits.
+ Statistical reporting (issues log) on all escalated issues
+ Escalating issues (if necessary) in conjunction with the "Canadian Division Complaint Management Policy and Program' and/or the Privacy/compliance office
**Required Qualifications:**
+ Extensive Group Benefits Knowledge, and Experience
**Preferred Qualifications:**
+ Superior Customer Service approach
+ Excellent Communication Skills, both verbal and written
+ Presentation Skills
+ Leadership Strength (people and project)
+ Project Management & Business Analyst Skills
+ Decision Making, Influencing and Negotiation Skills
+ Comprehensive understanding of Manulife administration systems and any system that may interact with these systems.
+ Bilingualism (English and French) is an asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.
**When you join our team:**
+ We'll empower you to learn and grow the career you want.
+ We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
+ As part of our global team, we'll support you in shaping the future you want to see.
#LI-Hybrid
**Acerca de Manulife y John Hancock**
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite .
**Manulife es un empleador que ofrece igualdad de oportunidades**
En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.
Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a .
**Referenced Salary Location**
Montreal, Quebec
**Modalidades de Trabajo**
Híbrido
**Salary range is expected to be between**
$51,375.00 CAD - $85,625.00 CAD
Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con para conocer el rango salarial de su ubicación. El salario real variará según las condiciones locales del mercado, la geografía y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educación/capacitación. Los empleados también tienen la oportunidad de participar en programas de incentivos y obtener una compensación de incentivos vinculada al desempeño comercial e individual.
Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

# **We Are**

Due North manufactures high-quality refrigerated and frozen food merchandisers under the Minus Forty® & QBD brands. We offer innovative merchandising and business products, serving customers across North America and Europe. Our diverse range of commercial refrigeration units and customization capabilities have earned trust among ice cream vendors, frozen food merchants, and major food industry corporations. With over 30 years of experience, we are committed to customer success.

# **Your Opportunity**

Due North (Minus Forty® and QBD®) is seeking a highly motivated and detail-oriented Sales Operations Manager to lead our Customer Service team. This role is central to delivering a world-class B2B customer experience while ensuring our customer service processes, systems, and people are optimized for excellence. The Sales Operations Manager will oversee the customer service group, drive performance through KPI management, enhance processes, and leverage technology systems (Epicor, AutoQuotes, Salesforce) to achieve efficiencies and business growth.

# **Main Duties & Responsibilities**

**Team Leadership & Development**

- Lead, coach, and develop the Customer Service team to deliver a world-class experience to our B2B customers.
- Set clear goals, drive accountability, and foster a culture of collaboration, diligence, and continuous improvement.
- Provide ongoing training, coaching, and professional development.

**Performance Management & Reporting**

- Develop, track, and report on customer service KPIs on a weekly basis.
- Analyze performance trends and recommend actions to improve outcomes.
- Ensure accountability across the team for meeting performance standards.

**Process Management & Improvement**

- Develop, implement, and maintain customer service processes and procedures.
- Ensure all workflows and documentation are clear, efficient, and continually updated.
- Identify and implement process improvements that enhance efficiency and service quality.

**Systems Ownership & Optimization**

- Manage the customer service portion of the Epicor ERP system, identifying opportunities to streamline workflows and increase efficiency.
- Oversee and manage the AutoQuotes system for Due North.
- Lead the management and optimization of Salesforce CRM, identifying opportunities to leverage technology to enhance the customer experience.

**Training & Experience Development**

- Design and deliver customer service training programs to ensure consistent excellence in customer interactions.
- Champion the development of a “world-class” B2B customer service experience across all touchpoints.

# **You Have**

- 5+ years of experience in customer service leadership or sales operations roles, preferably in a B2B environment.
- Proven experience managing teams and driving accountability through measurable KPIs.
- Strong experience with ERP and CRM systems (Epicor, Salesforce, AutoQuotes preferred).
- Demonstrated ability to design, implement, and improve customer service processes.
- Excellent communication skills—able to engage effectively across levels of the organization and with customers.