Director, Customer Experience Operations

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We are seeking a dynamic leader to drive the Customer Experience Operations team and transform the customer experience within Bell Business Markets. This leader will ensure customer service level objectives are met, spearhead initiatives outlined in the business plan, and provide execution and optimization leadership. The Customer Experience Operational Director will play a pivotal role in driving customer experience (CX) by focusing on the efficiency, effectiveness, and consistency of quality service that directly impact the customer journey.

Success requires a results-oriented individual capable of managing large unionized and non-unionized teams. This leader has overall accountability for a large team of experienced CEP (Craft and Clerical) employees who own the Service Ordering, Billing and Collection customer experience. Their responsibilities include managing service orders, escalating issues when necessary, monitoring service performance, and communicating resolutions. The team manages complex solution involving SLAs/SLOs and unique ordering and billing processes. 

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Key focus areas include:

• Process Excellence: Streamline operational processes to eliminate bottlenecks, reduce errors, and minimize customer effort. This includes identifying pain points, and implementing process improvements
• Data-Driven Insights: Leverage data and analytics to understand customer behavior, trends, and impact of operational changes on customer experience (e.g., customer satisfaction). Use these insights to inform process improvements and resource allocation.
• Resource Allocation: Optimize the allocation of resources (e.g., staffing, budget) to ensure that customer-facing teams have the support they need to deliver exceptional service. This might involve workforce planning, training programs, and performance management.
• Performance Management: They establish and monitor key performance indicators (KPIs) related to CX and operational efficiency. They use these KPIs to track progress, identify areas for improvement, and hold teams accountable for delivering results.

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• Cross-Functional Collaboration: They work closely with other departments to ensure that operational processes are aligned with the overall CX strategy and that customers receive a consistent and seamless experience across all touchpoints.
• Continuous Improvement: They foster a culture of continuous improvement by encouraging teams to identify and implement small, incremental changes that can have a big impact on customer experience and operational excellence. This might involve implementing Lean principles, Six Sigma methodologies, or other process improvement frameworks.
• Empowering Employees: They empower customer-facing employees by providing them with the training, tools, and autonomy they need to resolve customer issues quickly and effectively. This can involve implementing employee empowerment programs, providing on-the-job coaching, and creating a supportive work environment

Job Duties/Accountabilities:

• Leadership & Team Management: Provide leadership and direction to staff leaders who manage teams of unionized CEP Technicians and Associates. This team serves as the customer's single point of contact for Service Ordering, Billing and Collection.
• Strategic Vision & Transformation: Drive business growth beyond immediate needs. Lead the delivery, transformation, simplification, and optimization of the customer's support experience.
• Business Strategy Development: Support the business strategy, effectively communicating the strategies to all organizational levels by understanding internal and external client business objectives, plans, and strategic goals.
• Process Expertise: Maintain a strong understanding of the business processes.
• Performance Management & Problem Solving: Supervise and manage the overall performance of all staff within the business unit. Identify problems, generate solutions, and provide alternative courses of action.
• Vendor Relationship Management: Interface with various internal and external suppliers. Build and maintain strong relationships with all vendors to ensure they meet business and customer requirements.
• Workload & Capacity Management: Manage workload and capacity across the various teams.

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• Data Analysis & Improvement: Analyze data, report findings, provide recommendations, and develop strategies to improve customer service quality while optimizing productivity.
• Goal Achievement & Role Evolution: Achieve business and organizational goals, visions, and objectives. Evolve the roles and responsibilities of various functions to meet changing business requirements.
• Employee Development: Participate in employee selection, career development, succession planning, and ongoing training.
• Positive Work Environment: Foster an environment where employees are engaged, enjoy challenges, and work collaboratively.
• Coaching & Mentoring: Provide leadership and coaching to the staff management team, including cross-training and the introduction of new deals and technologies.
• Employee Relations: Manage Step II union grievances and address general employee concerns.
• Collaboration & Communication: Establish and maintain professional and productive relationships with various internal departments. Provide input and support during the introduction of new deals. Support the onboarding of major new customers while collaborating with customers, internal teams, partners, and suppliers to establish, communicate, and manage expectations.

Critical Qualifications/Competencies:

• Strong pragmatic problem-solving skills with deductive reasoning capabilities.
• Excellent interpersonal skills.
• Genuine desire and ability to lead, coach, and develop employee talent.
• Ability to develop and ensure the delivery of a business plan.
• Ability to think and present ideas abstractly and concisely.
• Excellent communication skills (written and verbal), tailored to various audiences. Bilingualism (English and French) is required.
• Solid understanding of the telecommunications industry, including competition, technology, products, and regulatory issues.
• Working knowledge of core operations processes and service organizations.
• Proven consulting, communication, negotiation, and presentation skills at both technical and executive levels.
• Budget and financial acumen.
• Highly organized with an aptitude for coordinating initiatives across multiple teams.
• Recognized leader with a clear track record of using teamwork to create a competitive advantage.

Preferred Qualifications/Competencies:

• Minimum of 5+ years of relevant or equivalent experience
• Business, Business university degree, or equivalent experience.
• ITIL certification or a solid understanding of the ITIL methodology.
• Advanced understanding of key Bell operational processes
• Strong knowledge of Wireless, Voice, Data, and IP business solutions.
• Strong knowledge of IT/Application support.