Customer Experience Manager

Role Overview The Customer Experience Manager provides hands-on leadership of daily Customer Experience service operations, ensuring the consistent delivery of high-quality service aligned with CityWest’s values and standards. As CityWest continues to grow and evolve, this role plays a key role in shaping and adapting the customer experience to meet the organization's changing needs. This leadership role is focused on sustaining operational excellence, supporting team performance, and effectively executing established strategies and service initiatives while maintaining a positive and productive work environment. Office Location: Campbell River, BC Compensation: 80,000-90,000 Key Accountabilities Lead and oversee day-to-day Customer Service operations to ensure efficient, consistent, and high-quality service delivery Provide leadership and support to the Technical Support team, ensuring coverage, performance, and consistent service delivery Execute established Customer Experience strategies, programs, and performance objectives Support budget adherence and resource planning in alignment with approved departmental budgets Provide strong leadership, coaching, and performance management to team members Recruit and support staff as required to maintain service levels throughout the term Monitor, analyze, and drive key performance indicators (KPIs), including customer satisfaction, response times, and service quality Optimize scheduling and ensure adherence to daily, weekly, and monthly staffing plans Act as an escalation point for complex customer issues, ensuring timely and effective resolution Collaborate cross-functionally to support service delivery, issue resolution, and continuous improvement initiatives Maintain and reinforce Customer Service policies, procedures, and best practices Identify operational challenges and implement practical, timely solutions Foster a positive, inclusive team culture grounded in accountability, communication, and continuous improvement Ensure compliance with company policies, procedures, and Code of Conduct Participate in operational planning and provide input to leadership as required Travel to operational locations as needed to support team effectiveness and customer experience Perform other related duties as assigned Qualifications CProven experience in a Customer Service leadership role, preferably in a fast-paced or service-oriented environment Strong leadership, coaching, and performance management skills Demonstrated ability to manage competing priorities and drive operational results Excellent communication, problem-solving, and interpersonal skills Experience using ERP, CRM, and customer service systems, with proficiency in Microsoft Office Experience working in a unionized environment is considered a strong asset, with an understanding of collective agreements

Lead daily customer experience operations and provide leadership to the technical support team to ensure high-quality service delivery. Focus on executing service strategies, monitoring KPIs, and fostering a positive, accountable team culture.

Proven experience in a customer service leadership role with strong coaching and performance management skills. Proficiency in CRM, ERP, and Microsoft Office is required, and experience in a unionized environment is a strong asset.

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Service Leadership
• Performance Management
• Coaching
• KPI Monitoring
• Resource Planning
• Conflict Resolution
• Cross-functional Collaboration
• CRM
• ERP
• Microsoft Office
• Unionized Environment Management
• Operational Planning
• Staff Recruitment
• Scheduling Optimization

Expérience minimale

5+ ans

Postuler avant le

28 janv. 2027