Senior Manager, Channel Operations
Q4, Canada

About Q4At Q4, we make an impact together, obsess over our customer, operate with integrity, and bring big ideas to life.
Q4 is the leading capital markets access platform that is transforming how issuers, investors, and the sell-side efficiently connect, communicate, and engage with each other. We are a trusted partner to more than 2,650 public companies globally, including many of the most respected brands in the world, and we maintain an award-winning culture where our team members grow and thrive. We are on our way to becoming the largest and most trusted, Investor relations platform company in the world.
We hire smart, curious, and talented people to push boundaries, reimagine what’s possible, and turn challenges into opportunities. All while keeping the needs of our clients at the heart of everything we do.
Come grow with us!
The Senior Manager, Channel Operations represents their Channel as the first point of contact to operational stakeholders such as: Business Systems, IT, Revenue Enablement amp; Training, Finance, Product, Marketing, Sales amp; Client Success Management Operations. They act as project lead for all of their Channel’s operational initiatives and work with Leaders to prioritize and drive projects to completion.
As a trusted business partner, the Senior Manager, Channel Operations supports the Content Services amp; Technical Product Support business unit and the Director, Channel Operations by leading a number of key programs and initiatives to support Q4’s long-term growth. You will drive exceptional operational execution by collaborating with and maintaining constant alignment across several business units, ensuring initiatives are delivered on time and on budget.

This role provides the opportunity for an individual to build out post-Sales operational activities and risk mitigation strategies. The Senior Manager, Channel Operations is a trusted SME for anything related to people, processes and tools (systems). This role is at an individual contributor level.
Role Responsibilities:

• Support the growth of the entire Channel Operations Team members by sharing best practices and helping the team level upin scaling Q4 operations.
• Engage with business units to identify opportunities where a programmatic approach would be beneficial, e.g. Issue escalation, Contact management, etc. Initiate and execute new programs as required.
• Act as the primary operational liaison, representing your Channel, with all internal stakeholders (e.g. Finance, Sales/Renewal Ops, Business Systems, Product, etc.) Delight your Channel.. Be their best ally. Their success is your success.
• Build and maintain a strong understanding of your Channel’s world: the language they use, culture amp; norms, challenges they face, the products/services they are focused on and the people that make up their org.
• Ensure your Channel’s requests and projects are logged in our internal systems for tracking.
• Collaborate with the Workforce Manager on resource planning/capacity needs.
• Review existing system builds/processes and enthusiastically seek areas for improvement, flagging risks and opportunities to improve scaling and efficiencies.
• Document and clearly define any and all requirements for system integrations, builds and/or updates for submission to Business Systems.
• Lead systems and related projects across the project lifecycle, starting from planning, initiation, development, implementation, communication, change management activities, risk management and the collection of best practices.
• Own and coordinate User Acceptance Testing and sign off for any systems or process builds or changes.
• Execute Level 1 troubleshooting in systems and tools used by your business unit.
• Cross-collaborate with other teams (e.g. Business Systems, Finance, Product) to help move initiatives forward (e.g. speed to resolve Client issues, Go To Market efforts, integrations between Q4 proprietary tools and Salesforce, etc.).
• Document and review outliers pertaining to operational activity amp; consumption tracking against Channel contracted services and subscriptions.
• Design, document, deliver and maintain documentation of business processes.
• Perform routine CRM data checks against trackable Dashboard metrics.
• Proactively communicate risks to your Business Unit Leaders.
• Reporting such as outlier/audit reviews, Sales pipeline, risk review (missing or incomplete date).
• Perform other duties as assigned.

Qualifications

• 3-5+ years of experience in Channel Operations Management focused role, driving scalable and meaningful change to transform businesses in an agile environment.
• Strong experience elevating and driving change within Client Care amp; Support Teams (e.g. contact centers, technical support, case management using ZenDesk