Manager, Customer Operations

Category Operations & IT Infrastructure Job Id 433166 **Req Id:** 433166 Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day. We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell. On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise-scale customers. You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks. At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments. **Summary** ----------- The role of the Bell Business Markets (BBM) Client Services Manager, within the Service Provisioning Team, is to lead a team of client agents to deliver excellent customer service. This position is pivotal in not only managing day-to-day operations and team performance but also in driving the evolution of our services. The ideal candidate will be a strong people leader with a deep analytical mindset, capable of leveraging data and artificial intelligence to innovate and enhance our processes. You will support your team's growth while strategically identifying opportunities to streamline workloads, improve customer metrics, and implement AI-driven solutions to gain efficiencies. **Key Responsibilities** ------------------------ * Effectively manage, coach, and develop a team of client agents, fostering a culture of high performance and continuous improvement. * Conduct deep-dive analysis of team performance and customer request data to identify trends, root causes, and opportunities for process optimization. * Develop and execute data-driven action plans to streamline workloads, improve efficiency, and enhance key customer metrics. * Champion the use of AI by identifying opportunities to leverage automation and build AI agents to perform repetitive and less complex tasks. * Oversee the organization and prioritization of workload in real-time to meet customer-requested due dates. * Act as a catalyst for change by proactively identifying process gaps, proposing innovative solutions, and leading improvement initiatives. * Handle escalated customer complaints with a focus on timely resolution and root cause analysis to prevent recurrence. * Communicate expectations, analyze data, and prioritize actions to drive individual and team results.