Customer Operations Manager leading Aspire Software’s support and professional services teams. Optimizing SaaS customer experience, onboarding, service delivery, and AI - enabled workflows.
About the role
- Clinic operations manager leading patient service teams and optimizing medical office performance for TELUS Health. Supervising staff, improving processes, and supporting exceptional healthcare experiences.
Responsibilities
- Maintain and strengthen a patient-focused culture and a high level of service
- Manage customer escalations and collaborate with internal teams to ensure rapid and effective issue resolution
- Ensure transparent, compassionate, and professional communication with patients
- Directly supervise the reception team, medical assistants, and operations coordinators
- Recruit, train, and support employees' professional development
- Plan schedules and manage replacements based on operational needs and constraints
- Provide ongoing coaching, support, and recognition to foster engagement and retention
- Oversee daily clinic operations and ensure smooth, efficient execution
- Implement and standardize management and service practices
- Track customer satisfaction, renewals, performance metrics, wait times, and other KPIs
- Ensure compliance with quality standards and operational excellence requirements
- Identify continuous improvement opportunities and implement effective solutions
- Act as a change agent for new technologies and processes
- Collaborate with managers from other clinics to share best practices and align operations
- Support organizational growth through change management initiatives
- Monitor industry trends and propose relevant innovations
Requirements
- College diploma (DEC) in a relevant field; a Bachelor's degree is an asset
- Minimum of 7 years of experience in customer service
- 4 years of experience in operations management and/or people management
- Bilingualism in French and English, both spoken and written, is essential
- Advanced English proficiency is required
- Strong ability to work under pressure, with autonomy, resourcefulness, and a strong sense of urgency
- Responsible, highly organized, and excellent planning skills
- Ability to understand and analyze organizational performance reports
- Strong knowledge of Microsoft Office
- Google Workspace is an asset
- Must work 100% on-site in Montréal, Québec
- Permanent, full-time availability, 37.5 hours per week
Benefits
- Minimum 3 weeks of vacation
- Flexible benefits plan to meet the needs of you and your family
- Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
- Generous company matched pension and share purchase programs
- Opportunity to give back to communities in which we work, live and serve
- Career growth and learning & development opportunities to develop your skills
- Comprehensive total rewards package
- Competitive salary and bonus structures
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