Role Description The Manager of Customer Operations and Data is responsible for leading a national team that supports customer account setup, maintenance, e-commerce administration, and data operations across multiple platforms and workflows. This role ensures data integrity, operational consistency, and service excellence while enabling sales growth, customer retention, and efficient customer experience. The role combines leadership of day-to-day customer operations with oversight of customer data configuration, account governance, and continuous improvement initiatives. The Manager of Customer Operations and Data is accountable for optimizing service levels, managing escalations, improving workflows, and equipping associates with the tools, training, and support needed to deliver timely, accurate, and customer-centric outcomes. This position partners closely with Sales, Customer Success, IT, Implementation, Operations, and other internal stakeholders to align processes, improve system functionality, and support evolving customer and business requirements. The role also contributes to strategic initiatives that improve operational scalability, strengthen controls, and enhance the overall customer experience. - Lead the daily activities of the Customer Operations and Data team across national workflows. - Manage workforce scheduling, queue balancing, and task allocation to ensure service level agreements are achieved and customer requests are handled accurately and efficiently. - Oversee the creation, configuration, and maintenance of customer accounts in ERP and related systems, ensuring alignment with business rules, customer requirements, and operational standards. - Ensure data integrity across ERP, CRM, e-commerce, and reporting systems by establishing controls, monitoring quality, and driving corrective action when issues are identified. - Lead the management of departmental inboxes and customer operations requests, including escalations, future-dated requests, onboarding support, customer account changes, and exception handling. - Monitor performance against SLA targets, operational KPIs, and service quality standards; communicate results, trends, and risks to leadership on a regular basis. - Escalate critical service, system, or process issues that may impact customer experience, compliance, or revenue, and coordinate resolution with internal business partners. - Collaborate with Sales, Customer Success, Customer Implementation, IT, Credit, Contracts, Transportation, and other functional teams to support customer onboarding, account changes, and ongoing account maintenance. - Identify, design, and implement process improvements, automation opportunities, tools, templates, and training materials to increase efficiency, reduce manual effort, and improve service quality. - Support the rollout and adoption of self-service tools and operational enhancements for internal stakeholders and customers. - Create and maintain operational procedures, documentation, and training resources to ensure consistency, continuity, and knowledge sharing across the team. - Lead regular team meetings, one-on-ones, coaching sessions, and performance discussions to build capability, reinforce accountability, and support associate development. - Partner with leadership to support strategic initiatives related to customer operations, data services, service model evolution, and organizational scalability. - Use operational data, customer trends, and workflow insights to recommend improvements that enhance profitability, customer satisfaction, and employee productivity. - Ensure customer-facing and internal communications are clear, timely, and aligned with brand and service standards. Qualifications - Post-secondary education in Business Administration, Operations, Customer Success, Information Management, or a related field preferred. - Equivalent combination of education and progressive relevant experience will also be considered. - 5+ years of experience in customer operations, sales support, customer data administration, e-commerce support, or related operational functions. - People leadership experience, including coaching, performance management, and team development. - Experience managing service levels, work queues, escalations, and continuous improvement initiatives. - Experience working with customer account setup, maintenance, onboarding, or data governance processes. - Strong understanding of Alpha, CFS, SFDC, Eway, and related customer data/ordering systems. - Strong knowledge of customer account administration, ERP systems, CRM tools, e-commerce platforms, and operational workflows. - Demonstrated ability to lead teams in a high-volume, service-driven environment. - Strong analytical, problem-solving, and decision-making capabilities. - Ability to translate operational requirements into scalable processes and practical solutions. - Excellent written and verbal communication skills. - Strong organizational skills and attention to detail. - Customer-centric mindset with a focus on continuous improvement. - Proficiency in Microsoft Office Suite, especially Excel, Word, and PowerPoint. - Experience with process documentation, workflow optimization, and operational reporting. - Ability to work cross-functionally and influence outcomes across multiple stakeholder groups. Benefits - Associate discount. - Health and Dental benefits. - RRSP/DPSP. - Performance bonuses. - Learning & Development programs. - And more…

• Accurately and efficiently enter data from various source documents into our databases and computer systems. • Review data for deficiencies or errors, correct any incompatibilities, and check the output for accuracy. • Maintain data integrity by performing regular checks to ensure all information is complete and up to date. • Prepare, compile, and sort documents for data entry, ensuring all information is organised effectively. • Generate reports, store completed work in designated locations, and perform backup operations to ensure data preservation. • Uphold strict confidentiality and comply with data security policies when handling sensitive information.

• Accurately enter, update, and maintain large volumes of data within company databases and software systems. • Review and verify information for completeness, accuracy, and compliance with company standards. • Identify and correct data discrepancies, duplicate records, and inconsistencies. • Perform data quality checks and maintain accurate digital records. • Organize, manage, and archive electronic documents and files. • Process customer, vendor, financial, inventory, or operational data as assigned. • Generate reports and summaries based on collected data. • Maintain confidentiality and security of sensitive company information. • Collaborate with internal teams to resolve data-related issues. • Assist with improving data entry procedures and workflow processes. • Meet established deadlines, productivity goals, and accuracy benchmarks.

• Accurately inputting, updating, and maintaining large volumes of data into our company databases and computer systems. • Reviewing data for errors, inconsistencies, or deficiencies and correcting any incompatibilities. • Organising and sorting information to ensure data is easily accessible and retrievable. • Generating reports and extracting data for various departments upon request. • Upholding strict confidentiality and data protection standards at all times. • Performing regular backups to ensure data preservation. • Assisting with other administrative tasks as needed to support the team.