Job Summary Job Description About RBCx RBCx pursues big, bold ideas and leverages RBCs extensive experience, networks, and capital to help shape whats next. Our four pillars Banking, Capital, Platform, and Ventures combine to support tech businesses of all sizes and stages, making us the go-to backer of Canadian innovation. Our people are our most valuable assets, so we invest deeply in ensuring RBCx isnt just a place to work but a place to belong. About Ownr At Ownr, we have helped thousands of Canadians establish their businesses. As we redefine the entrepreneurship landscape, we take pride in simplifying what it takes to be a business owner. We're on a mission to become the leading platform for entrepreneurship in Canada, and it takes an entire team to build something big. So join our team and discover how we can help entrepreneurs realize their dreams. We are hiring a Senior Manager, Proactive Support to join our team and play a pivotal role in supporting Ownrs customer operations in the next phase of growth. This role requires a dynamic professional who can navigate both strategic and operational tasks, acting as a key driver of customer experience and operational effectiveness. You will lead the strategy, development, implementation, change management, and maintenance of tools and processes required to increase the resolution rate of customer inquiries through proactive (non-human) support methods, while optimizing for customer experience. What will you do? Develop and execute Ownrs proactive support strategy roadmap to enhance customer experience and operational efficiency. Design, develop, and optimize automated customer support processes and workflows in Intercom. Develop, optimize, and maintain proactive support tools and content, including but not limited to Help Centre, Intercom, ownr.co support page, with the objective of maximizing usage and effectiveness. Work closely with Customer Success and Operations Enablement on change management to implement new tools and processes. Build data collection and reporting processes for proactive support and customer operations, use insights from data to influence product development. Stay on top of new Intercom feature releases, assess new features, and build business cases to optimize the use of Intercom. What will you need to succeed? At least 6 years of experience in customer operations or strategic planning, preferably within a high-growth B2B/B2C SaaS environment. Demonstrated experience in leading the development and execution of customer operations and support strategies and initiatives. Proven track record of building and scaling self-serve channels to support large volumes of customer inquiries with limited resources. Excellent analytical and problem-solving capabilities, and impeccable attention to detail. Strategic thinker who can balance high-level planning with hands-on execution to drive impactful initiatives. Comfortable working in a fast-paced, high-growth environment. Nice-to-Haves A passion for entrepreneurship and/or experience working with products and services targeted at the SMB segment. Experience in B2C customer support content creation. Experience in working with Intercom and/or creating chatbots/workflows. Whats in it for you? Be part of Ownrs collaborative, progressive, and high-performing team, where your work is valued and directly impacts the organizations success. A strong organizational culture that moves like a startup with the support of a large enterprise. We thrive on the challenge to be our best and work together to help our customers succeed. We care about each other and believe achieving success is a shared goal across the organization. A comprehensive Total Rewards Program, including bonuses and flexible benefits. Leaders who support your professional development through coaching and managing opportunities. Job Skills Analytics Insights, Business Appraisals, Business Process Design, Business Process Modeling, Communication, Configuration Management (CM), Critical Thinking, Data-Driven Decision Making, Excel Analytics, Implementation, People Leadership, Problem Solving, Program Execution, Requirements Analysis, Self-Starter, Strategic Initiative, Strategic Thinking, Strategy Analytics, Strategy Development, Workflow Analysis Additional Job Details Address: 20 KING ST W:TORONTO City: TORONTO Country: Canada Work hours/week: 37.5 Employment Type: Full time Platform: PERSONAL & COMMERCIAL BANKING Job Type: Regular Pay Type: Salaried Posted Date: 2025-02-04 Application Deadline: 2025-02-22 Note : Applications will be accepted until 11:59 PM on the day prior to the application deadline date above. Inclusion and Equal Opportunity Employment At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients, and communities. We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process. Join our Talent Community Stay in-the-know about great career opportunities at RBC. Sign up and get customized info on our latest jobs, career tips, and Recruitment events that matter to you. #J-18808-Ljbffr
Job Title
Senior Manager - Proactive Support , RBCx Ownr (Fixed term)