Global Operations Manager

Toronto, Canada


CaseWare has been a global leader in expert technology solutions for finance and accounting, governance, risk and audit professionals for more than 30 years. With over 400,000 users in 150 countries and 16 languages, CaseWare solutions are the backbone of finance and audit professionals everywhere.

The Global Operations Manager will lead the Global Business Delivery continuing to drive the digital transformation strategy, balancing growth drivers and continuous operational improvement. We have diverse responsibilities focusing on operations management, process improvement, transition management, technology and system implementations, as well as operational/executive reporting, SLA/KPI metrics, supporting key business and operational initiatives, among other critical activities.

CaseWare International is a fast-paced environment and we are looking for someone who can hit the ground running to manage multiple responsibilities and projects while producing high-quality work.


  • The Operations Manager will work closely with key internal customers, Key Distributors and executive sponsors as their 'trusted adviser', to ensure that products and services help them to achieve their desired outcomes
  • Identify, develop and the implementation of strategies related to CRM/ERP operational efficiencies and improvements
  • Manage capacity planning; Reallocate resources and track time spent on issues in order to define future hiring requirements
  • Look for opportunities to optimize the world-wide billing and collections
  • Clarify roles & responsibilities and establish a central hub and drive cadence for management of support SOP's
  • Help establish and implement a consistent "Go-live playbook"/ the "Client way" Operate as the day to day point of contact for internal customers and key distributors
  • CRM Systems Management: Ensure that issue and related escalations are managed to resolution efficiently across the organization
  • Lead the roadmap and implementation for the collection, management and utilization of data across the CWI customer journey
  • Oversee the execution of all technical aspect for the strategy as it relates to CRM and related systems (web portals, licensing, etc.)
  • Develop and manage action plan for implementing CRM automation strategy, including reporting, marketing & sales campaign support and channel support
  • Ensure data management processes and tools are set to take in collection data effectively and efficiently
  • Keep pace of market trends and business opportunities to improve CRM programs
  • Maintain the quality and reliability of the data in the CRM system. Ensure policies and procedures are in place to support the collection and management of CRM data
  • Integrate work across core teams to implement strategic approach with IT, Marketing, Sales, etc
  • Work closely with Marketing, Sales and Channel Management to ensure KPI's are established and reported against
  • Act as CASL (Canadian Anti-Spam Legislation) champion within CWI to ensure full compliance within CRM program
  • Gather and translate business requirements to technical requirements and work between Marketing and Technical teams to deliver the solution
  • Design, implement, and evolve process flows for campaign configurations, ensuring on time and quality deliver

What is the role:

  • Creating or significantly contributing to technology enablement strategy and plan, including training and communications
  • Collaborating with project teams to ensure the successful execution of the end-to-end enablement technology strategy, including a comprehensive change management plan to champion end user adoption
  • Leverage technology to make not only our distribution teams work easier but also our own team in areas like sprint planning, webinar tool selection, etc. - with a keen eye of scalability and long term sustainability
  • Maintaining the selected solutions on an ongoing basis and forming relationships with other technology teams (including the broader enterprise enablement team, and IT) across the enterprise to help ensure we stay on the latest software and follow corporate guidance
  • Be accountable for the adoption of the tools from our distribution teams
  • Leverage technology to help the enablement team get to better reporting and dashboards on its enablement programs and their impact