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AppDirect is seeking an Operations Specialist to join the Support Operations team in Montreal. In this role, you will support day-to-day operations for key strategic programs within the Service Delivery organization, which provides technical support and cloud services to service providers using in-house developed software.
Key responsibilities include:
- Collaborate with outsourced partners and internal support teams to maintain world-class operational standards
- Design efficiency-focused tools using platforms like Devs.ai to maximize productivity
- Monitor and analyze operational data, create reports, and present insights to stakeholders (Excel proficiency essential)
- Support program launches from concept through operational optimization
- Participate in strategic planning sessions focused on revenue growth and cost reduction
- Evaluate forecasting and labor requirement processes, recommending cost-effective resource management aligned with budgets
- Analyze operational KPIs and provide deep-dive analysis to test hypotheses affecting program delivery
- Partner with the Quality team to drive technical customer support excellence
- Identify process improvement opportunities in Support Operations and implement efficiency enhancements
- Provide expert-level guidance to support team members on Microsoft, Google, and other cloud application issues
- Develop and maintain technical knowledge bases to reduce vendor escalations
You are data-oriented, quick to learn new technologies, and thrive in collaborative environments. You're proactive, innovative, and comfortable in fast-paced settings with shifting priorities. Experience with call center software, CRM systems, KPIs (CSAT, NPS, FCR, AHT), and AI-powered support tools is valued. A bachelor's degree in Business Administration, Operations Management, IT, or related field is preferred. The ideal candidate has 3-5 years of experience in Service Delivery, Operations Management, or Customer Service, with specific expertise in technical support for productivity suites and cloud applications.
