Salesforce Service Operations Manager

Role Overview

Core Responsibilities

• Lead improvement initiatives across support operations, partner support, escalation management, and service outcomes.
• Gather requirements and translate business needs into scalable processes and Salesforce solutions.
• Design workflows that improve agent efficiency and visibility into ownership, bottlenecks, and outcomes.
• Build Salesforce reporting, dashboards, and analytics for performance, workload, SLA, and customer experience.
• Apply Service Cloud and Salesforce Community best practices to case handling, self-service, knowledge, and partner engagement.
• Own Salesforce projects from requirements through delivery, enablement, and post-implementation measurement.
• Facilitate project meetings and stakeholder reviews, drive decisions, and track action items.
• Evaluate processes, implement practical improvements, and support adoption of new operating practices.

Workplace and Schedule

• This is a full-time, in-office position based at the Ottawa office five days per week.

Compensation

• The targeted compensation package is CAD 100,000 to CAD 120,000, subject to internal equity and years of experience.
• The compensation range may be adjusted through an approval process based on business needs and market trends.

Required Qualifications

• At least 7 years of experience in customer support operations, service delivery, customer success operations, or related customer-facing operations.
• Direct and hands-on Salesforce superuser experience.
• Experience supporting service delivery teams in at least two companies or comparable operating environments.
• Hands-on experience designing and executing processes for customer-facing service teams.
• Strong Salesforce Service Cloud experience across case management, routing, escalation, knowledge, reporting, dashboards, workflow, and measurement.
• Experience with Salesforce Community or comparable customer or partner portal solutions.
• Strong analytical, communication, project leadership, facilitation, prioritization, and change management capabilities.

Preferred Qualifications

• A BA or BS degree in business, operations, information systems, computer science, or a related field is preferred.
• Equivalent hands-on operational leadership experience may substitute for the preferred degree.
• Salesforce Administrator certification or comparable Salesforce administration experience is a plus.