23 Jun Director – Customer Experience & Operational Excellence

Our client is a well-established and rapidly growing service organization recognized for its commitment to customer satisfaction, professionalism, and service excellence.

As part of a confidential search, we are seeking a Director – Customer Experience & Operational Excellence to lead a strategic department of approximately 10-15 customer service representatives.

Reporting directly to the President, this individual will play a key role in the evolution of both the department and the organization. The mandate is to inspire and develop teams, optimize operations, improve performance metrics, and ensure an outstanding customer experience at every stage of the customer journey.

We are looking for a leader who combines strong people management skills, operational discipline, and a continuous improvement mindset in a high-volume environment where customer experience is central to the company’s success.

Your Mission

You will be responsible for the overall performance of the customer service department, ensuring that teams have the tools, processes, guidance, and support necessary to achieve the organization’s objectives.

You will act as a people leader, coach, change agent, and operational partner.

Key Responsibilities

Leadership & Team Management

• Lead, coach, and develop a team of approximately 10-15 customer service representatives;
• Foster a culture of accountability, performance, and continuous improvement;
• Participate in recruitment, onboarding, training, and employee development initiatives;
• Maintain an active presence with the team and provide day-to-day coaching and support;
• Oversee workforce planning, scheduling, and workload management.

Customer Experience & Quality Assurance

• Ensure a consistent and exceptional customer experience;
• Monitor and evaluate the quality of customer interactions;
• Conduct quality audits and follow-up activities;
• Identify improvement opportunities and implement corrective action plans;
• Ensure adherence to company service standards and best practices.

Operational Performance

• Develop, implement, and monitor key performance indicators (KPIs);
• Create dashboards and reporting tools to support decision-making;
• Analyze operational data to identify trends and opportunities for improvement;
• Improve response times and overall departmental efficiency;
• Actively contribute to process optimization and operational excellence initiatives.

Dispatch & Operational Coordination

• Ensure the effectiveness and quality of technician dispatch operations;
• Oversee scheduling and assignment processes to maximize efficiency;
• Collaborate closely with operational teams to ensure seamless service delivery;
• Identify opportunities to improve coordination between customer service and field operations.

Innovation & Continuous Improvement

• Support the evolution of technologies and systems used within the department;
• Contribute to the implementation of automation and artificial intelligence solutions;
• Recommend and implement customer service and operational best practices;
• Support leadership in the ongoing development and structuring of the department.

Desired Profile

• Significant leadership experience within a call center, contact center, or high-volume customer service environment;
• Strong people management, coaching, and team development skills;
• Proven experience driving process improvement and operational performance;
• Excellent ability to work with KPIs, dashboards, and operational data;
• Strong customer and results orientation;
• Collaborative, motivating, and people-focused leadership style;
• Ability to thrive in an entrepreneurial environment where priorities evolve quickly;
• Excellent communication, influencing, and relationship-building skills.

The Ideal Candidate

• Enjoys building, structuring, and improving processes and ways of working;
• Is equally comfortable managing people and optimizing operations;
• Knows how to inspire teams while implementing high-performance standards;
• Is recognized for hands-on leadership, strong organizational skills, and the ability to gain team buy-in;
• Wants to make a tangible impact on business results and contribute directly to organizational success.

Why Consider This Opportunity?

• Strategic leadership role reporting directly to the President;
• High level of autonomy and influence;
• Established team with the opportunity to elevate performance and practices;
• Stable and growing organization;
• Entrepreneurial environment where decisions are made quickly;
• Opportunity to leave a lasting mark on the organization’s performance and future growth.