Customer Operations Manager Jobs in Kitchener, ON

Position Summary

The Operations Manager provides strategic and operational leadership for Fedcap Canada's corporate operations, ensuring efficient, compliant, and scalable business processes that enable exceptional service delivery across the organization and Service Provider network. This role leads operational planning, administrative services, procurement, facilities, technology coordination, onboarding, and organizational systems while driving continuous process improvement, operational excellence, and compliance. Working closely with senior leadership and key stakeholders, the Operations Manager enhances organizational effectiveness, supports sustainable growth, and ensures the delivery of high-quality operational services across the organization.

What You'll Do

Compliance & Risk Management

• Ensure operational policies, procedures, and internal service level agreements (SLAs) are consistently implemented and maintained.
• Oversee organizational and Service Provider onboarding and offboarding processes, ensuring timely and secure system access and deactivation.
• Ensure compliance with intercompany financial policies and procurement procedures.
• Monitor operational processes to ensure adherence to internal controls, contractual obligations, and organizational standards.
• Identify operational risks and implement solutions to improve efficiency, compliance, and service delivery.
• Serve as the operational subject matter expert for organizational processes and cross-departmental workflows.

Administrative & Data Management

• Lead day-to-day operational activities supporting Fedcap Canada's business functions. 
• Maintain an internal activity tracker with 100% accuracy, 
• Oversee Administrative Specialists, Operations Assistants, and Office Management staff, ensuring workloads are balanced, performance expectations are achieved, and service standards are maintained. 
• Manage internal and external SharePoint environments and organizational digital resources, including collaboration platforms and ticketing systems. 
• Oversee Fedcap and Service Provider staff onboarding and offboarding, including user access to CaMS, FedcapCARES, the Service Provider Portal, and other organizational systems. 
• Oversee referral processes, including TRF, Ontario Works, FAEC, and other referral streams, ensuring accurate tracking, reporting, and timely processing. 
• Monitor organizational mailboxes to ensure quality responses and established response timelines are consistently met. 
• Lead internal procurement administration, ensuring purchasing processes comply with organizational and financial requirements. 
• Coordinate office operations, facilities management, workspace planning, furniture allocation, and office infrastructure. 
• Lead the planning and coordination of internal corporate events and operational logistics.

Collaboration & Stakeholder Engagement

• Develop and maintain productive working relationships with internal departments, including Service Delivery, Finance, IT, Human Resources, and Corporate Support teams. 
• Build collaborative relationships with external stakeholders, including the Ministry, Service Providers, Service System Managers, vendors, and other strategic partners. 
• Partner with leadership to identify operational improvements and implement solutions that enhance organizational performance. 
• Provide operational guidance and expertise across departments to ensure consistent, efficient service delivery. 
• Foster a culture of collaboration, accountability, continuous improvement, and customer service excellence.

You're a Great Fit for This Role If You Have

• Post-secondary education in Business Administration, Operations Management, Public Administration, or a related discipline. 
• Minimum five (5) years of senior operational management experience. 
• Experience managing contracts, partnerships, or multi-stakeholder service delivery environments. 
• Demonstrated experience leading organizational change and continuous improvement initiatives. 
• Experience supervising administrative or operational teams. 
• Strong analytical and problem-solving skills with demonstrated experience interpreting operational data and 

Compensation

$85,000 - $115,000 (CAD)

Who We Are

Fedcap Canada is a leader in providing customized support for individuals-particularly those facing barriers to employment, including people with disabilities-as they progress toward sustainable work and long-term economic stability. Our mission is to strengthen local capacity, amplify promising practices already in place, and drive measurable outcomes for communities across Canada.

Fedcap Canada provides equal employment opportunities to all employees and applicants. We prohibit discrimination and harassment of any type, ensuring a fair and inclusive hiring process.

Accessibility & Accommodations
Fedcap Canada warmly welcomes individuals with disabilities to join our diverse team. We are committed to an accessible hiring process as per the AODA Employment Standard. Please inform the recruiter if you require accommodations, including accessible formats or adjustments during interviews. Implementing effective solutions.