Manager, Customer Operations

Lead the team to drive continuous improvement and monitor performance against KPIs, targets, and service expectations.

Ensure corrective actions are taken when required to support consistent results.

Manage assigned initiatives, resources, deliverables, and department priorities.

Apply sound business judgment and financial awareness when making operational decisions.

Build a highly engaged, motivated, professional, and customer-focused team.

Coach and develop direct reports to support performance, growth, and leadership pipeline development.

Ensure team members are trained, supported, and equipped to perform effectively.

Execute strategies that motivate employees, strengthen engagement, and support a positive team culture.

Lead and support change management activities for transformational initiatives, new processes, and technology changes.

Collaborate with HR on recruitment, employee development, performance management, and other people-related processes.

Build effective relationships with employees, leaders, and cross-functional stakeholders.

Stay current with industry developments, call centre best practices, and digital customer service trends.

Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.

407 International Inc. is the sole shareholder of 407 ETR and is owned by:

Cintra Global S.E., a subsidiary of Ferrovial S.A. (48.29%)

Canada Pension Plan Investment Board (CPP Investments) and other institutional investors with non-controlling interests (44.20%)

Public Sector Pension Investment Board (PSP Investments) (7.51%)

Learn more at 407etr.com

Note: At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole.

Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive.

Accommodation for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.