Strategy & Operations Manager, Customer Experience - Jobs in Toronto Ontario

Job Description

About FloatFloat is on a mission to simplify finance for Canadian businesses, empowering them to eliminate complexity and unlock new opportunities. Through our innovative platform, Float enables businesses to streamline financial operations and optimize cash flow, so they can focus on what matters most: growth. As one of Canada’s fastest growing companies and top-rated startups in 2024 and 2023, Float is customer-obsessed, passionate and entrepreneurial, with a team that includes leaders from Uber, Shopify, Top Hat, TouchBistro, and Ada.At Float, everyone is an owner, bringing their unique perspective to our team and product. Your voice is important, and we take having a culture based on feedback seriously. We openly share our thoughts and differing opinions so we can continue to improve. We do our best to keep our decision-making decentralized so that all team members feel ownership in our success.Our productFloat is Canada #39;s complete business finance platform, combining modern financial services and software to help businesses spend, save, and grow. Trusted by 4,000 Canadian companies, Float provides high-limit corporate cards, automated expense management, next-day bill payments, high-yield accounts and fast, friendly support—all built in Canada, for Canada. Float is backed by world-class venture and fintech investors, including Growth Equity at Goldman Sachs Alternatives and OMERS Ventures, partners behind our $70 million Series B raise. Our team is a collection of ambitious, collaborative and mission-driven people from all walks of life but with one goal: helping Canadian companies not just survive but thrive. And we’re looking for bold innovators to help shape the future of business finance in Canada.About the Strategyamp; Operations Manager Role: We are looking for a dynamic Strategyamp; Operations Manager to join Float our Customer Experience team! In this role, you #39;ll design and implement operational processes that enhance growth, drive measurable outcomes, and support the success and efficiency of multiple functions within the company. This position will work cross-functionally to tackle critical challenges, streamline operations, and deliver impactful business results. You’ll use data-driven insights and creative problem-solving to optimize operations across various teams.Key Responsibilities:

• Drive the growth of our products and acceleration of our speed to market.
• Design, implement, and manage scalable programs to support operational excellence across multiple functions.
• Collaborate with cross-functional teams to deliver strategic projects and drive business outcomes.
• Use data and customer insights to develop strategies that address key operational challenges and create efficiencies across processes.
• Lead high-impact initiatives and continuously refine programs to optimize experiences for both internal and external stakeholders.
• Proactively identify risks, mitigate challenges, and ensure alignment with organizational goals.
• Partner with team leads to turn feedback into actionable improvements and implement new tools or processes where necessary.

RequirementsKey Qualifications:

• Proven experience in process improvement and program management – and driving measurable growth outcomes.
• Strong data skills, with advanced knowledge of excel. SQL knowledge is required.
• Excellent communication and presentation skills, with the ability to convey complex information in an easy-to-understand manner.
• Experience working cross-functionally with different teams.
• Ability to manage multiple projects simultaneously and prioritize effectively.
• Analytical mindset with a focus on using data to drive decisions and measure impact.

You’ll be great in this role if:

• You’re results-oriented. You’re motivated by measurable success, setting and exceeding goals that drive customer satisfaction, retention, and growth.
• You believe the customer comes first. You’ll advocate endlessly for our customers, and have a natural curiosity to understand their needs.
• You’re eager to continue your own learning. Scrappy and voracious, you want to know the ‘why’ behind every answer. You’re a creative product thinker who can combine quantitative thinking with a great aesthetic.Finding creative ways to work through obstacles is fun for you.
• You’re a natural collaborator. You enjoy working cross-functionally, building strong relationships across sales, marketing, and product teams to drive alignment and deliver exceptional outcomes.
• You balance big-picture thinking with an eye for detail. You can zoom out to see the broader strategic goals while also diving into the details that ensure flawless execution.
• You have a knack for process design. You enjoy creating systems that scale, designing streamlined workflows and automating repetitive tasks to improve overall operational efficiency.
• You have a data-driven mindset. You can analyze and interpret data to make informed decisions, identify trends, and continuously optimize processes for efficiency and effectiveness.
• You’re tech-savvy and adaptable. You have experience working with various tech tools and you can quickly adapt to new technologies as needed to streamline operations. Experience with CRM systems, automation tools, and sales efficiency platforms such as Salesloft, Koala, and others is preferred, depending on the specific focus of the role.

This role won’t be a fit if:

• You are uncomfortable experimenting with novel approaches to solve challenges
• You want detailed to-dos for your tasks and projects
• You prefer stability over change
• You aren’t comfortable prioritizing your own to-do list
• You are committed to your individual success over that of team successes

Don’t meet every single requirementIf you’re excited about this role, and you strongly align with our values but your past experience doesn’t align perfectly, we encourage you to apply anyway. You may be the right candidate for this, or other future positions.Benefits...and Perks of working at Float:

• Competitive compensationamp; total rewards
• Flexible work hours and time off‍ when you need to recharge
• Small team = lots of autonomy to make an impact
• Opportunity to work with and learn from a world-class team
• A personal Float card with a quarterly stipend to spend on what matters most to you
• A dog-friendly office
• Being able to say you helped build Canada #39;s best modern financial institution