Work Location Type:Hybrid As a leading industrial distributor with operations primarily in North America, Japan and the United Kingdom, We Keep The World Working(R) by serving more than 4.5 million customers worldwide with products delivered through innovative technology and deep customer relationships. We're dedicated to providing value for customers, fostering an engaging culture for team members and driving strong financial results. Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. As a Great Place to Work:Certified(TM) company, we're looking for passionate people to join our team as we continue leading the industry over our next 100 years. Position Summary: The Senior Manager of Customer Service Centre Operations will be responsible for providing leadership and guidance for the Customer Service Centre (CSC) leaders and their teams. The leader's role is to create an environment that is conducive to achieving operational measurements with a focus on providing exceptional customer service. This role will work closely with business partners to support the company strategic initiatives. The Sr. Manager is empowered to make key strategic decisions impacting every aspect of the CSC. Moreover, the leader's role will deliver customer service goals, P and L performance and to build a culture of continuous improvement. The Sr Manager will also be responsible for driving internal expertise within the CSC in identifying the optimal solutions for our customers, while ensuring we make decisions that improve Grainger Canadas service and share of wallet and profitability with each customer. This position will have ownership for the strategic and tactical decisions to realize this vision. Job Responsibilities (You Will): : Manages, plans, and directs the overall activities. : Develops and monitors the application of operating systems including policies and procedures, operating structure, and information flow. : Ensures the volume of work produced meets productivity, service and exceeds quality standards. : Manages the activities of leaders in a section or department with accountability for goals, objectives, and operational policies. : Participate in the development of functional strategy. : Has overall accountability for hiring, termination, performance and salary decisions. : Identifies, analyzes, organizes, and leads operational development opportunities that are scalable throughout the Customer Service organization that enhances the CSC strategy. : Partner with Operations Manager to ensure exceptional service and operational excellence of the regional contact center and remote workforce to make Grainger our Customers' First Choice. : Provides direct leadership to 4:5 Leaders and indirect leadership to 200+ team members, in non:exempt positions to communicate strategy, direction and vision to align and achieve organizational objectives through efficient use of resources and talent. : Makes key decisions impacting every aspect of the Regional/National CSC, which includes activities that drive superior service, sales growth, strong customer relationships and internal partnerships, employee development, and expense/budget management. : Participates in organizational involvement: : Develops staffing recommendations and partners with Workforce Planning and Operations, recruitment, training and onboarding plan for the team : Own processes/ projects as applicable : Partners with US counterpart to ensure consistency across all CSC locations : Works directly with Channel Planning and Implementation to partner and communicate business updates stylelist:style:type:circle;margin:bottom:11.0px: : Go to market strategy : Standard work instructions, KPI, training, quality monitoring Education/Experience (You Have): : BA/BS or