Live Operations Specialist handling real - time operational emergencies at a travel tech startup. Supporting driver coordination, customer communication, and incident documentation in a dynamic environment.
About the role
- Senior Services Operations Specialist responsible for executing revenue-driving programs at Achievers. Involves system builds, workflow execution, and operational infrastructure.
Responsibilities
- Execute on revenue-driving operational plans including account targeting and prioritization lists, risk signaling, and opportunity routing.
- Consult on and propose operationalization improvements to drive revenue program outcomes and objectives with more accuracy, efficiency, and scalability.
- Maintain and improve workflows that support multi-stream revenue programs such as maximizing R&R investment, product growth and adoption pathways, and partner ecosystems.
- Build operational materials such as templates, assets, and resources guides for CSMs.
- Coordinate with CS and Strategic Operations leadership to ensure execution readiness across all programs.
- Build, update, and maintain Catalyst playbooks, workflows, automations, triggers, notifications, and fields that support revenue-driving motions for CS.
- Translate customer lifecycle and Share of Wallet strategies into structured, repeatable playbooks that guide CSM actions.
- Work with RevOps, Data Services, and Product Marketing to ensure accurate data ingestion and system hygiene.
- Troubleshoot system issues and collaborate on fixes or workflow improvements
- Identify inefficiencies, gaps, and friction points within Catalyst to drive improvements, reducing administrative lift for CSMs.
- Own and update revenue program documentation including guides, FAQs, templates, program materials, and enablement resources where applicable.
- Maintain a centralized content hub for CSMs, ensuring resources are current, accurate, and easily accessible.
- Document all workflows, triggers, and governance processes related to revenue programs, lifecycle playbooks, and Catalyst builds.
- Build and run recurring reports on revenue program performance, adoption gaps, and account health.
Requirements
- 4 to 6+ years of experience in CS operations, revenue operations, program coordination, or similar SaaS operational roles.
- Experience building or maintaining workflows in Catalyst, Gainsight, Salesforce, or similar CRMs.
- Strong organizational and documentation skills that create clarity and structure.
- Comfortable working with datasets, reports, fields, and workflow dependencies.
- Ability to collaborate cross-functionally and manage multiple workstreams at once.
Benefits
- 💰 Competitive Pay
- 👶🏼 Parental Leave Top-up
- 🩺 Health Benefits and Life Insurance Coverage Upon Your First Day
- 🙌🏼 RRSP Matching
- 🏖️ Flexible Vacation
- 🤝🏽 Employee and Family Assistance Program
- 👩💻 Full access to the LinkedIn Learning Library
- 🎓 Internal Mentorship Program
- 👏🏼 Employee-Led Employee Resource Groups
- 🇨🇦 A beautiful office space located in Liberty Village, Toronto
- ✨ Participation in our Points-based Employee Recognition Program
- 📈 Opportunities for professional development and career growth
Job title
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Experience level
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