Relay

Senior Manager, CX Operations

Relay

full-time

Posted on:

Location Type: Hybrid

Location: Toronto • Canada

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

Tech Stack

SQL

About the role

  • Own and evolve the CX tech stack (Zendesk, Salesforce), including workflow design, system configuration, integrations, and data integrity. Partner with CX leaders to identify and solve the highest-impact operational and tooling challenges across the organization
  • Build and drive a CX Operations roadmap that translates strategy into measurable impact
  • Design, implement, and QA workflows that improve efficiency and customer outcomes, including AI-enabled support flows and process automation across the CX team
  • Partner closely with Business Operations, Data, and Systems teams to ensure CX data is accurate, connected, and actionable
  • Establish clear operational foundations, documentation, and best practices that enable CX to scale as a world-class organization
  • Build reporting and insights that help leadership to understand the impact of operational changes, track performance, and make informed, data-driven decisions

Requirements

  • You have 5+ years of experience in CX Operations / Customer Support Operations
  • You lead and operate customer experience platforms end to end, with hands-on expertise in Zendesk tooling, workflow design, and data insights
  • You think in systems and processes, turning high-level strategy into practical, scalable execution
  • You work closely with cross-functional partners to align workflows, data, and operational outcomes
  • You bring strong communication skills, demonstrating executive presence when working with senior leadership
  • You thrive in ambiguity, building scalable operational foundations from the ground up
  • You have prior experience in B2B SaaS, fintech or a neobank (Bonus Points)
  • You are proficient in SQL (Bonus Points)
Benefits
  • Competitive salary and meaningful equity: Relay employees are Relay owners, complete with equity and a competitive salary.
  • Comprehensive health benefits: enjoy full health benefits from day one. We offer flexible Health or Wellness Spending Accounts and medical, dental, and vision coverage for you and your dependents.
  • Flexible vacation and time off: every team member starts with 15 vacation days and 5 flex days to use as needed, plus an extra week of office closure during the end-of-year holidays so you can take time off to recharge and come back better for our customers.
  • Parental leave with top-up: we offer 12 weeks off with a 100% salary top-up for all full-time employees, regardless of location, and accessible for all parents: birthing, non-birthing, and adoptive.
  • Hybrid work environment: we value meaningful collaboration and connection at our Toronto office three days a week, with lunch, snacks, and beverages on us.
  • Dog-friendly space: can dogs really make you happy and healthy? We don’t know for sure, but since we don’t want to chance it, our office is 100% floof-friendly.
  • Personal and professional growth: through ongoing feedback, mentorship, and coaching, work with peers and leaders who are invested in your growth and success.
  • Top-tier equipment: as a Mac-first company, our Toronto offices have everything you need to produce your best work comfortably, from multiple screens to ergonomic seating.
  • Social connection: we believe in celebrating our wins with two annual company-wide get-togethers, quarterly team events, happy hours, and special events and networking opportunities.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
workflow designsystem configurationdata integrityprocess automationAI-enabled support flowsreportingdata insightsSQL
Soft Skills
communication skillsexecutive presencecross-functional collaborationproblem-solvingadaptability