Hybrid CX Operations Coordinator

at BlueCat

• Job title: CX Operations Coordinator
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: CA$70,000 - CA$80,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Toronto, Canada

About the role

• CX Operations Coordinator optimizing processes and supporting onboarding in BlueCat's Intelligent Network Operations sector. Collaborating across teams for enhanced efficiency and clarity.

Responsibilities

• Partner with CS leadership to map current workflows, identify friction points, and recommend improvements that increase efficiency, enablement, and clarity.
• Develop, document, and maintain standardized processes, playbooks, and operating procedures across CS roles.
• Support the rollout and adoption of new systems, tools, and process changes, ensuring teams understand the “why,” “how,” and expected outcomes.
• Monitor process effectiveness, gather feedback, and iterate to drive continuous improvement.
• Own and optimize the onboarding process for all CS roles, ensuring new hires understand tools, workflows, expectations, and success criteria.
• Coordinate learning pathways, role-specific ramp plans, and ongoing enablement in partnership with CS Leaders and L&D.
• Facilitate the development of training, updates, and communication to ensure teams stay aligned on evolving tools and processes.
• Maintain accurate onboarding materials, guides, and documentation that reflect current CS practices.
• Drive initiatives mapped with end-to-end Employee Journey and focus on the improvements of detected pain points.
• Support key CS-wide initiatives such as new tool launches, process redesigns, cross-team workflows, efficiency programs, and internal communications.
• Coordinate CX-related initiatives, events, and other engagement activities that impact CS
• Assist with planning and facilitating CS offsites, all-hands, and collaboration sessions to improve alignment and team cohesion.
• Act as a process connector between CS and teams such as Sales, Marketing, Product, Support, and Operations.
• Ensure cross-functional workflows are clearly defined, documented, and consistently followed.
• Help ensure that CS feedback and operational insights inform broader company programs and process decisions.

Requirements

• 2+ years in Customer Success Operations, Enablement, CX, Program Management, or a similar operational role.
• Strong understanding of CS processes, team structures, and tool ecosystems.
• Excellent process-mapping and organizational skills; ability to bring clarity to undefined or evolving areas.
• Experience rolling out new tools, systems, or operational workflows.
• Strong communication skills with the ability to present process changes in a clear and actionable way.
• Prior experience enabling customer-facing teams and aligning cross-functional stakeholders.

Benefits

• A Professional Development Budget
• Dedicated Wellness Days and Wellness Week
• A Lifestyle Spending Account
• An Employee Recognition Program