Senior Manager, Customer Operations (Remote First)

Zensurance is redefining commercial insurance for Canadian businesses. 

As a leading InsurTech, we make getting the right coverage simple, fast, and accessible through a digital-first experience. Our platform combines advanced technology with deep industry expertise to deliver tailored insurance solutions that help businesses thrive.

Zensurance has been recognized for its rapid growth and industry impact:

✅ Top Insurance Employers (2022)

At Zensurance, we value ownership, collaboration, and innovation. Our team thrives on solving complex challenges, challenging the status quo, and making a real impact in an industry ready for change. 

If you're looking to build something meaningful in a fast-growing, customer-focused company, we’d love to hear from you!

Reporting to the Sales Director, you’ll partner with Sales Operations to define the strategic vision and day-to-day execution of the Accounts Management department. 

You’ll oversee our Commercial Insurance Accounts Team, building the high-velocity processes and workflows necessary to ensure a seamless customer journey.

As a leader of leaders, you’ll navigate performance conversations with empathy while translating company objectives into measurable outcomes. We’e looking for an operational expert with deep experience in high-volume Customer Support environments. 

Leadership Development: Coach and mentor your Team Leads to ensure they’re effectively supporting and growing their own teams.

Cross-Functional Leadership: Partner with SalesOps to build long-term strategy and deliver on daily operational goals.

Service Excellence: Use your strong customer support background to set a high bar for service standards. You’ll monitor call and email volume and performance at both the agent and team levels.

Operational Excellence: Own process improvements across Zendesk and Salesforce to enhance both the employee and customer experience.

Organizational Presence: Lead high-visibility forums, including Monthly Business Reviews with C-Suite stakeholders and Town Halls for groups of 50+, ensuring alignment across the department.

Performance Management: Work proactively with HR to manage performance, teaching your leads how to navigate these processes with deep care for the individual.

Headcount Planning: Partner with SalesOps to review forecasts and hiring needs, staying ahead of capacity to ensure we meet high-volume demands.

High-Velocity Environment: Leverage your experience in high-speed, high-ticket, or high-volume service environments to make quick, impactful decisions.

Leading Leaders: 8+ years in leadership roles, with demonstrated experience as a "leader of leaders" focused on mentoring management-level staff.

High-Volume Operations: 5+ years of experience in operational support, call center management, or service delivery. You have a track record of improving team-wide service metrics and understand the "rhythm" of a high-velocity environment.

Strategic Workflow: Strong understanding of frontline workflows, customer satisfaction drivers, and "one-touch" solutions.

Technical Proficiency: Deep experience in Zendesk and Salesforce, as well as modern Call Center Phone Systems.

Workforce Management: Strong understanding of Call, Chat, and Email KPIs, scheduling processes, and real-time operations.

Customer Journey Mapping: Experience mapping complex journeys and simplifying processes to improve efficiency.

Strategic Growth: The ability to drive process improvements that deliver growth in line with business goals.

We value your operational expertise above all else. While we deal in insurance, we’re prepared to help the right leader bridge the industry gap:

Insurance Expertise: 4+ years of experience in commercial insurance is a "nice to have," but not a dealbreaker.

Licensing: You’ll be required to obtain a valid RIBO license after hiring (we’ll support you through this process).

Industry Designations: CIP, CRM, or CAIB designations are preferred, but can be pursued once you’re settled in the role.