Digital Support Specialist, Process Improvement

Digital Support Specialist, Process Improvement page is loaded## Digital Support Specialist, Process Improvement remote type:
Hybrid locations:
Toronto time type:
Full time posted on:
Posted 11 Days Agojob requisition :
JR105499
** Your Moneris Career - The Opportunity
** You will own and continuously evolve Moneris' digital operational experience across key customer engagement platforms, including the Virtual Assistant and Online Self‑Serve tools. You will lead the virtual assistant and self‑serve ecosystem end‑to‑end, balancing day‑to‑day operations with strategic improvements that drive automation, increase adoption, improve efficiency, and elevate customer satisfaction.

You will play a key role in ensuring Moneris' digital experiences remain current, scalable, and impactful, while delivering measurable customer outcomes and supporting employee and process readiness.
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* Location:

** You will be based in our Toronto office, balancing in-office collaboration with remote flexibility.
** Reporting Relationship**:
You will report to the Manager, Business Transformation I.
** Posting Type:
** Replacement.
** Salary Range:
** The expected base salary range for this role is $71,000 - $100,000.
* Total compensation may also include variable or discretionary incentive components, including but not limited to bonuses and commissions. Individual job offers are determined by various factors, including experience, education, skills, certifications, and other business needs.
*** Your Moneris Career - What you'll do
*** Lead and own the Virtual Assistant program end-to-end in both English and French languages, including daily operations, content and intent management, performance monitoring, and ongoing optimization, with clear accountability for digital engagement, ARR, containment rate, CSAT, and customer sentiment.
* Manage daily activities and enhancements for digital customer engagement solutions (Voice, Chat, Virtual Assistant, and Self-Serve), partnering with front and back-office teams, as well as internal teams such as Product and Technology.
* Ensure the Virtual Assistant remains accurate, relevant, and up to date, incorporating policy changes, product updates, seasonal trends, and emerging customer needs.
* Support the design and build of end-to-end self-serve workflows across both the Virtual Assistant and Moneris Unified Portal (customer portal), reducing customer effort and dependency on live support.
* Create strategies and opportunities to leverage digital tools to deliver detailed workflows and personalized customer experiences.
* Accountable to measure digital services and products for quality of service 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 for digital process improvement.
* Manage and report on initiatives using agile sprint methodologies, including backlog ownership, prioritization, sprint planning, delivery tracking, and performance reporting tied to key metrics.
* Partner with Customer Support Leadership to continually optimize the self-service-to-human handoff, ensuring a seamless and positive customer experience.
** Your Moneris Career - What you bring
*** Bachelor's degree in Business, Operations, Commerce, or a related field is required. Equivalent work experience may be considered a substitution.
* 3+ years of experience supporting digital operations, self-serve platforms, or similar experience.
* Hands-on experience managing or supporting a Virtual Assistant, chatbot, or conversational AI solution.
* Experience working with conversational AI and digital engagement platforms (e.g., Ada), contact-center technologies (e.g., Five9), CRM systems (e.g., Microsoft Dynamics, Salesforce), and analytics/reporting tools such as MS Excel and Tableau.
* Comfort reviewing, configuring, or validating technical components of digital solutions (e.g., bot logic, integrations, workflows).
* Strong data analysis skills with the ability to translate performance metrics, customer insights, and trends into clear, actionable recommendations.
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