Digital Support Specialist, Process Improvement

Role Overview

• Lead and manage the end-to-end virtual assistant program in English and French, including daily operations, content and intent management, performance tracking, and continuous optimization, with clear accountability for digital engagement, automated resolution rate, retention rate, customer satisfaction and customer perception.
• Manage day-to-day activities and improvements for digital customer engagement solutions (voice, chat, virtual assistant and self-service), in partnership with customer service and support teams, as well as internal teams such as product and technology.
• Ensure the virtual assistant remains accurate, relevant and up to date by incorporating policy changes, product updates, seasonal trends and evolving customer needs.
• Support the design and implementation of end-to-end self-service workflows both within the virtual assistant and in the Moneris unified portal (customer portal), reducing customer effort and dependence on live assistance.
• Develop strategies and create opportunities to leverage digital tools to deliver detailed workflows and personalized customer experiences.
• Be responsible for evaluating digital products and services with respect to service quality and experience, including conducting user acceptance testing and validating customer outcomes.
• Use data, analytics and customer feedback to monitor performance, identify friction points and make evidence-based recommendations to improve digital processes.
• Manage initiatives within Agile sprints, including backlog management, prioritization, sprint planning, delivery tracking and performance reporting tied to key metrics.
• Collaborate with customer support leadership to continuously optimize the handoff from self-service to human intervention, ensuring a smooth and positive customer experience.

Requirements

• Bachelor’s degree in Business, Operations Management, Commerce or a related field required.
• Minimum 3 years of experience in digital operations, self-service platforms or a similar field.
• Hands-on experience managing or supporting a virtual assistant, chatbot or conversational AI solution.
• Experience using conversational AI and digital engagement platforms (e.g., Ada), contact centre technologies (e.g., Five9), CRM systems (e.g., Microsoft Dynamics, Salesforce) and analytics/reporting tools such as MS Excel and Tableau.
• Comfortable reviewing, configuring or validating technical components of digital solutions (e.g., RPA logic, integrations, workflows).
• Strong data analysis skills and the ability to translate performance metrics, customer insights and trends into clear, actionable recommendations.
• Innovative, proactive and forward-thinking mindset, able to identify and independently drive new initiatives.
• Ability to spot continuous improvement opportunities and translate them into concrete initiatives.
• Proficiency in English and French (read, written and spoken).

Tech Stack

• Flux
• Tableau

Benefits

• Comprehensive total rewards program, including performance bonuses, flexible benefits from day one, and the choice between an HSA (Health Spending Account) and a PSA (Personal Spending Account).
• Retirement planning support, including profit-sharing programs with company contributions and a defined contribution pension plan.
• Growth and development opportunities, including unlimited access to Coursera, mentorship programs and an internal technology platform for short-term projects.
• Comprehensive well-being support, with an Employee and Family Assistance Program, 24/7 virtual healthcare and workplace wellness initiatives.
• Flexibility for you, including hybrid work schedules, an international work program and paid time off programs.
• Recognition and rewards, with company-wide recognition programs, exclusive banking benefits through RBC and BMO, and access to attractive employee discounts.