Hybrid Senior Manager, CX Operations

at Relay

• Job title: Senior Manager, CX Operations
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: SQL
• Location requirements: Hybrid, Toronto, Canada

About the role

• Senior Manager, CX Operations at Relay, designing and scaling the customer experience technology stack including systems, workflows, and data for operational excellence.

Responsibilities

• Own and evolve the CX tech stack (Zendesk, Salesforce), including workflow design, system configuration, integrations, and data integrity. Partner with CX leaders to identify and solve the highest-impact operational and tooling challenges across the organization
• Build and drive a CX Operations roadmap that translates strategy into measurable impact
• Design, implement, and QA workflows that improve efficiency and customer outcomes, including AI-enabled support flows and process automation across the CX team
• Partner closely with Business Operations, Data, and Systems teams to ensure CX data is accurate, connected, and actionable
• Establish clear operational foundations, documentation, and best practices that enable CX to scale as a world-class organization
• Build reporting and insights that help leadership to understand the impact of operational changes, track performance, and make informed, data-driven decisions

Requirements

• You have 5+ years of experience in CX Operations / Customer Support Operations
• You lead and operate customer experience platforms end to end, with hands-on expertise in Zendesk tooling, workflow design, and data insights
• You think in systems and processes, turning high-level strategy into practical, scalable execution
• You work closely with cross-functional partners to align workflows, data, and operational outcomes
• You bring strong communication skills, demonstrating executive presence when working with senior leadership
• You thrive in ambiguity, building scalable operational foundations from the ground up
• You have prior experience in B2B SaaS, fintech or a neobank (Bonus Points)
• You are proficient in SQL (Bonus Points)

Benefits

• Competitive salary and meaningful equity: Relay employees are Relay owners, complete with equity and a competitive salary.
• Comprehensive health benefits: enjoy full health benefits from day one. We offer flexible Health or Wellness Spending Accounts and medical, dental, and vision coverage for you and your dependents.
• Flexible vacation and time off: every team member starts with 15 vacation days and 5 flex days to use as needed, plus an extra week of office closure during the end-of-year holidays so you can take time off to recharge and come back better for our customers.
• Parental leave with top-up: we offer 12 weeks off with a 100% salary top-up for all full-time employees, regardless of location, and accessible for all parents: birthing, non-birthing, and adoptive.
• Hybrid work environment: we value meaningful collaboration and connection at our Toronto office three days a week, with lunch, snacks, and beverages on us.
• Dog-friendly space: can dogs really make you happy and healthy? We don’t know for sure, but since we don’t want to chance it, our office is 100% floof-friendly.
• Personal and professional growth: through ongoing feedback, mentorship, and coaching, work with peers and leaders who are invested in your growth and success.
• Top-tier equipment: as a Mac-first company, our Toronto offices have everything you need to produce your best work comfortably, from multiple screens to ergonomic seating.
• Social connection: we believe in celebrating our wins with two annual company-wide get-togethers, quarterly team events, happy hours, and special events and networking opportunities.