Hootsuite Inc.Remote - USA (East), Remote - USA (West), Toronto - Canada, Vancouver - Canada
Remote Full-time $96.1K/yr - $143.3K/yr
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Experience Level
Manager
Qualifications
Key Responsibilities:Customer Experience Systems Administration & OwnershipServe as the primary technical administrator and subject matter expert for the Customer Office tech stack, including Gainsight, Kantata (Mavenlink), and other related platforms. ● Manage, own, and optimize system configurations, workflows, automation, business rules, integrations, and reporting. Ensure systems are accurately configured, integrated, and aligned to support customer engagement strategies and operational processes. Provide advanced system support and troubleshooting, proactively resolving any issues to minimize disruption and maintain continuity for customer-facing teams. Monitor system performance, conduct regular audits, and implement enhancements to uphold scalability, reliability, and best-in-class system operations. Workflow Design, Automation & AI EnablementDesign and implement comprehensive workflows across the customer lifecycle, ensuring seamless transitions between teams and systems. Lead AI and automation initiatives, including predictive health scoring, intelligent triggers, and workflow automation to enhance customer engagement and team productivity. Identify and enact process improvements, leveraging automation and system enhancements to minimize manual tasks and optimize performance.
About the job
Hootsuite is seeking a dynamic and detail-oriented Customer Experience Operations Manager to take charge as the primary technical administrator and subject matter expert for our Customer Office technology stack and associated platforms. Reporting to the Senior Director, you will spearhead the management and optimization of system configurations, workflows, automations, integrations, and reporting to bolster customer engagement strategies and operational efficiencies. In this pivotal role, you will enhance workflow design and implement AI-driven automation throughout the customer lifecycle, aiming to boost efficiency, simplify processes, and elevate service delivery standards.
This position is available for remote applicants across Canada and the USA (in states/provinces where hiring is permitted), unless located within commuting distance of our Toronto or Vancouver offices.
About Hootsuite Inc.
Hootsuite is a leading social media management platform that empowers businesses and organizations to effectively manage and optimize their social media presence. With a focus on customer engagement and operational excellence, Hootsuite fosters a culture of innovation and collaboration, making it a great place to work for individuals passionate about technology and customer service.
Full-time|CA$117.6K/yr - CA$147K/yr|Hybrid|Vancouver, British Columbia, Canada
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Full-time|Hybrid|Vancouver, British Columbia, Canada
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Full-time|CA$117.6K/yr - CA$147K/yr|Hybrid|Vancouver, British Columbia, Canada
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Full-time|On-site|Vancouver, British Columbia, Canada
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Full-time|CA$202K/yr - CA$223K/yr|Hybrid|Vancouver, BC
Asana is excited to expand its portfolio with a cutting-edge business line: Enterprise Service Management, leveraging AI agents and seamlessly integrated with Asana’s Work Graph. This is a groundbreaking opportunity to redefine how IT, HR, and Support teams manage workflows, automate processes, and link tickets to projects within a modern, AI-driven platform. We are seeking a proactive, product-oriented Engineering Manager to lead and nurture our team, delivering exceptional products. This role is perfect for an individual who thrives in dynamic environments, builds rapidly, learns from user feedback, and possesses expertise in shaping AI-driven workflows, IT/service automation tools, or similar enterprise SaaS solutions. In this pivotal role, you will expertly balance significant technical investments with swift product delivery, cultivate a culture of collaboration and technical excellence, and ensure that your engineers remain closely attuned to our customers' needs. You will be instrumental in shaping the long-term roadmap for the team, mentoring engineers, and collaborating across functions to design and launch outstanding products. This position is based in our Vancouver office, following a hybrid work model, with in-office days set for Monday, Tuesday, and Thursday. Most Asana team members have the flexibility to work remotely on Wednesdays. The option to work from home on Fridays may vary depending on your role and team collaborations. During your interview process, your recruiter will provide additional information regarding in-office expectations.
