National Customer Experience Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Create and execute a nationwide customer experience model for O’Dell’s branches and regions.

• Evaluate customer inquiry management across various departments and pinpoint any gaps or inconsistencies.

• Define service standards, ownership roles, routing, and escalation processes for phone, email, e-commerce, and additional customer channels.

• Collaborate with employees across departments to ensure primary, backup, and overflow coverage.

• Aim to minimize missed calls, unnecessary transfers, delayed responses, and unresolved customer issues.

• Lead the evaluation and implementation of a new inbound call and customer service platform along with its software.

• Assist in the integration of Zendesk with NetSuite, Shopify, and other pertinent systems.

• Develop customer service workflows, reporting mechanisms, training resources, and a centralized knowledge repository.

• Explore practical applications of AI for inquiry routing, call summaries, after-hours intake, quality monitoring, and routine support.

• Track service performance, manage critical customer escalations, and suggest enhancements in processes, technology, and staffing.

• Act as a cross-functional collaborator with regional and national leaders, advocating for customer-centric approaches and ongoing improvements.

• Carry out other relevant responsibilities as assigned.

⛳️ Requirements

• A minimum of five (5) years of experience in customer experience, customer service, contact center operations, sales support, service operations, or a related area.

• Proven experience in enhancing customer-facing processes across various departments or locations.

• Demonstrated capacity to establish structure, workflows, and accountability within an expanding organization.

• Familiarity with CRM, ticketing, customer service, or contact center platforms.

• Experience with Zendesk, Shopify, NetSuite, or comparable systems is an advantage.

• Background in a business-to-business, distribution, wholesale, HVAC, or construction-related field is beneficial.

• Excellent project management, communication, and problem-solving abilities.

• Capability to influence staff and managers across departments without having direct reporting authority.

• Strong judgment skills in managing customer escalations and conflicting priorities.

• Proficiency in the French language is a plus.

🏝️ Benefits

• Competitive Salary & Profit Sharing.

• Comprehensive Benefits.

• Health Spending Account.

• RRSP Plan.

• Professional Development.

• Company-Wide Holiday Shutdown with paid time off during the holiday season.

• Summer Fridays with an early wrap-up on summer afternoons.