Customer Experience Manager

Role Summary

The Customer Experience Manager leads daily operations in Customer Service, ensuring high-quality service that aligns with the organization's values and standards. As CityWest grows, this position adapts and guides the customer experience strategy to meet evolving business needs. The role emphasizes operational excellence, team support, and executing service initiatives in a positive work environment.

Key Responsibilities

• Oversee daily Customer Service activities to guarantee efficient and consistent service delivery of the highest standards.
• Lead and support the Technical Support team, managing coverage and performance to maintain service quality.
• Implement existing Customer Experience strategies, programs, and performance goals effectively.
• Assist with budget compliance and resource allocation aligned with approved departmental plans.
• Offer strong leadership through coaching and managing team performance.
• Recruit and onboard staff as needed to sustain service levels throughout employment terms.
• Analyze and monitor key performance indicators including customer satisfaction, response times, and quality of service.
• Ensure scheduling adheres to daily, weekly, and monthly staffing requirements.
• Serve as an escalation contact for complex customer issues, guaranteeing prompt and effective resolution.
• Collaborate cross-departmentally to promote service delivery, resolve issues, and support continuous improvement efforts.
• Maintain Customer Service policies, procedures, and promote industry best practices.
• Identify challenges in operations and develop timely, practical solutions.
• Build a positive, inclusive team environment focused on accountability, communication, and ongoing improvement.
• Ensure compliance with internal policies, procedures, and the organization's Code of Conduct.
• Participate in operational planning and provide leadership feedback as necessary.
• Travel to various operational sites to assist team performance and enhance customer experience.
• Undertake any additional duties as assigned.

Required Qualifications

• Proven background in a Customer Service leadership capacity, ideally within fast-paced or service-driven settings.
• Strong skills in leadership, coaching, and managing team performance.
• Ability to balance multiple priorities and achieve operational objectives efficiently.
• Excellent communication, interpersonal, and problem-solving capabilities.
• Proficiency with ERP, CRM, and customer service tools as well as Microsoft Office applications.
• Experience with unionized work environments and familiarity with collective agreements is a valuable asset.

Additional Information

Office Location: Campbell River, British Columbia, Canada

Compensation Range: 80,000 to 90,000