Job description

Role overview

This is a remote operations leadership opportunity for a candidate in Canada. The role is posted through a partner company, which will handle all applications and the remaining hiring steps.

The ideal person is a results-focused leader who performs well in fast-moving, data-led environments. The job centers on building, guiding, and improving online teams while keeping accountability and measurable outcomes at the forefront.

You will make judgment calls on hiring, performance management, and team structure, with a strong emphasis on keeping standards high. The position also calls for ongoing use of dashboards, reporting, and operational systems to raise efficiency and service quality.

Another major part of the role is developing agents through training, coaching, and regular performance support. You will work closely with other functions to simplify processes and strengthen execution across the business.

This is a practical leadership role where success is judged by team performance and operational results.

Key accountabilities

Manage the complete employee journey for online agents, including hiring, onboarding, coaching, promotion, demotion, and offboarding based on results.
Run daily operations and keep workflows efficient so team targets are achieved consistently.
Lead and support a distributed team of remote or online agents.
Organize recurring training, coaching discussions, and formal performance reviews.
Address escalations and resolve operational problems quickly and effectively.
Partner with internal stakeholders to improve workflows, tools, and systems.
Rely on data, dashboards, and performance indicators to guide decisions and continuous improvement.

Requirements

At least 3 years of experience in operations management or a comparable leadership role.
Direct experience managing remote or online, agent-based teams.
Practical experience with hiring, training, performance management, and employee exits.
A strong analytical approach and confidence working with KPIs and dashboards.
Working knowledge of CRMs, operational platforms, and automation tools.
Strong English communication skills, both written and verbal.
A high-ownership mindset with the ability to make difficult people and performance decisions.

Benefits

Flexible remote work arrangement.
Opportunity to operate in a fast-paced, international setting.
A performance-first culture that values outcomes more than hours worked.
Strong potential for fast career progression for high performers.
Hands-on exposure to modern tools, systems, and data-driven operations.
Dynamic environment with high visibility and impact.

Additional information

The hiring process is managed by the partner company. Applications are reviewed through an AI-assisted matching process to identify strong-fit candidates quickly and fairly, after which the shortlist is shared with the employer. Interviews, assessments, and final hiring decisions are handled by the company’s internal team.

Privacy and data handling

By applying, you acknowledge that your personal data may be processed to assess your suitability for the role and shared with the hiring employer as needed. This processing may rely on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection to processing at any time.

The recruitment process may use AI tools to assist with tasks such as application review, resume analysis, or response evaluation. These tools support the recruitment team but do not replace human judgment. Final hiring decisions are made by people. For more information about data handling, you may contact the team directly.

Operations Manager