Front Line Manager - S&M - Customer Success 4A

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Front Line Manager - S&M - Customer Success 4A based in Canada.

This role offers the opportunity to lead customer success operations in a fast-paced, service-focused environment.
You will oversee critical rebate and chargeback processes, ensuring accuracy, compliance, and timely settlement.
The position combines operational leadership, customer experience, analytics, and cross-functional collaboration.
You will manage service levels, resolve complex customer and vendor inquiries, and drive continuous process improvement.
Strong attention to detail and data-driven decision-making will be essential to maintaining high-quality outcomes.
You will also support process changes and stakeholder communication while helping teams deliver consistently against business expectations.
This is a remote opportunity for a collaborative leader who can balance operational rigor with a strong customer focus.

• Oversee distributor chargeback processing, including validation, pricing, settlement calculations, and finalization while ensuring accuracy and compliance with established requirements.
• Track and calculate customer rebates, validating accruals against contractual terms, conditions, and sales performance.
• Manage service-level agreements (SLAs) and supervise the timely resolution of customer and vendor inquiries while maintaining high service standards.
• Review, approve, and implement changes to rebates and chargebacks, including pricing and effective dates for high-value customers.
• Maintain accurate records of customer interactions, inquiries, complaints, resolutions, and actions taken to support accountability and continuous improvement.
• Coordinate with internal and cross-functional teams to resolve requests efficiently and communicate progress, risks, and outstanding actions to stakeholders.
• Monitor incoming email and phone inquiries, ensuring requests are acknowledged, tracked, and resolved within agreed SLAs.
• Provide people leadership and operational guidance, fostering collaboration, accountability, and a customer-centric approach.
• Identify opportunities to improve processes, reporting, customer experience, and operational efficiency through data and insights.

Requirements

• Bachelor’s degree in Commerce, Economics, Finance, or a related discipline; a Master’s degree in Business Administration or Business Analytics is an asset.
• Experience in customer success, customer operations, commercial operations, rebates, chargebacks, or a related service environment.
• Strong understanding of customer experience (CX), customer relationship management (CRM), and service-level management.
• Demonstrated people leadership skills, with the ability to guide teams, manage priorities, and maintain performance standards.
• Strong analytical and problem-solving capabilities, including the ability to work with data, generate insights, and support data-driven decisions.
• Experience with data tools, data visualization, marketing analytics, or related analytical platforms.
• Strong project management and organizational skills, with the ability to coordinate multiple requests and priorities simultaneously.
• Excellent collaboration and stakeholder-management skills across internal teams, customers, vendors, and business partners.
• Experience with Oracle Customer Experience (CX) or similar enterprise customer-management platforms is beneficial.
• Familiarity with collaboration tools and structured customer-service processes.
• English and French proficiency at a professional level (C2) is required.
• Certifications such as Certified Scrum Master (CSM) or Six Sigma Green Belt are advantageous.

Benefits

• Remote work from Ontario, Canada.
• Full-time, regular employment with a daytime work schedule.
• Competitive salary range: CAD $33,000–$55,000.
• Opportunities to contribute to AI-powered business transformation and real-world enterprise challenges.
• Access to mentorship, hands-on experience, training, and professional development opportunities.
• Exposure to a global, technology-driven environment and opportunities to collaborate with experienced professionals.
• A culture focused on innovation, inclusion, integrity, curiosity, and continuous learning.
• Opportunities to grow professionally while working on complex customer and business operations.
• Equal-opportunity workplace committed to respect, inclusion, and diversity.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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