CX Operations Coordinator

Have you heard of BlueCat? We’re one of those hidden gems that’s been disrupting the market as a key player in the rapidly growing space of Intelligent Network Operations. Organizations require a new model of network operations that links foundational core services with a deep, predictive understanding of network health and performance to improve change readiness. BlueCat’s Intelligent NetOps is a first-to-market combination of systems of understanding and change. BlueCat enables teams to enhance agility and mitigate risks from high rates of change with a unified management lifecycle, from provisioning to proactive troubleshooting and remediation.

At BlueCat, we take immense pride in our award-winning culture, an integral part of our identity. We are proud recipients of several prestigious accolades, including the "Great Place to Work" certification. By becoming a part of our team, you not only join a company at the forefront of technology but also become an integral member of Canada's top workplaces in various categories, including Technology, Today's Youth and Women, and Mental Health and Inclusion.

We are looking for a CX Operations Coordinator to join our team!

Key Responsibilities:

Process Improvement & Operational Excellence:

• 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.

Onboarding & Continuous Enablement:

• 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.

Program Support & Execution:

• 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.

Cross-Functional Collaboration:

• 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.

Skills and Experiences Required:

• 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.

This position offers a salary range of 70,000 - 80,000 CAD per year plus participation in a discretionary bonus plan. Final compensation will be based on skills, experience, and qualifications.
The role is for an existing vacancy.

If you share our enthusiasm for the future of our company and are eager to contribute to our vibrant workplace, we look forward to receiving your application! Our comprehensive benefits encompass your health, financial well-being, and overall wellness, and we are committed to providing an exceptional work environment, enriching employee programs, and fostering a remarkable company culture. At our core, we champion values such as transparency, curiosity, respect, and above all, the pursuit of enjoyment.

In addition, we offer a range of appealing perks, including:

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

Join us in shaping the future of our organization, where your talent and dedication can truly thrive. We invite you to apply and become a valuable member of our team!

BlueCat is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. BlueCat will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.