Director, Customer Experience Operations

Summary

Bell Business Markets is looking for a dynamic and transformational Customer Experience Operations Director to lead large, high‑performing teams and elevate the Service Ordering, Billing, and Collections experience for enterprise customers. You’ll drive end‑to‑end operational excellence, embed data‑driven decision‑making, and lead the strategic integration of AI to improve productivity, efficiency, and customer satisfaction at scale. This role leads both unionized and non‑unionized teams and partners closely across the organization to deliver a consistent, seamless customer journey.

Key Responsibilities

• Lead large unionized and non‑unionized operations teams delivering end‑to‑end service with consistent, high‑quality customer experiences.
• Drive CX transformation by simplifying and redesigning processes to improve efficiency, accuracy, scalability, and customer outcomes.
• Own data‑driven CX operations, building KPI frameworks, dashboards, and predictive insights to manage performance, demand, and service delivery.
  • Analyze customer trends, SLA/SLO performance, forecasts, backlogs, and operational risks; translate insights into clear priorities and action plans.
  • Partner with BI, analytics, and data engineering teams to improve data quality, automation, and insight generation.
  • Operationalize insights to improve NPS/CSAT, cycle time, quality, first‑contact resolution, and cost‑to‑serve.
• Lead the integration and adoption of AI across operations, including predictive analytics, intelligent routing, quality automation, and agent‑assist tools.
  • Establish AI governance and measure impact on productivity, accuracy, forecasting, workforce efficiency, and customer satisfaction.
• Embed continuous improvement using Lean, Six Sigma, automation, and AI‑driven insights.
• Collaborate cross‑functionally to align processes, systems, and policies with enterprise CX strategy.
• Manage vendors to meet performance, compliance, and commercial commitments.
• Lead workforce planning and capacity management to meet demand and service targets.
• Develop leaders and succession through coaching, talent pipelines, and performance management.

Critical Qualifications

•    5+ years of relevant operations leadership experience (telecom or complex enterprise environment preferred).
•    University degree in Business or related field (or equivalent experience).
•    Strong pragmatic problem-solving with deductive reasoning and a bias for measurable outcomes.
•    Excellent interpersonal and leadership skills with a genuine commitment to developing talent.
•    Ability to think strategically and simplify complex concepts for diverse audiences.
•    Advanced communication skills (written & verbal); bilingualism in English & French is required.
•    Solid understanding of the telecommunications industry (competition, products, technology, regulatory).
•    Proven ability to build and deliver a business plan and lead large operations teams.
•    Expertise in customer experience operations, SLA/SLO governance, and service delivery.
•    Data & analytics proficiency—skilled at KPI design, cohort/voice-of-customer analysis, root cause analysis, forecasting, and turning insights into action.
•    AI leadership capability—experience selecting, deploying, and operationalizing AI tools and measuring impact on productivity, quality, and CX.
•    Strong negotiation and executive-level presentation skills; cross-functional influence.
•    Budget/financial acumen and disciplined performance management.
•    Highly organized with strong coordination skills across multiple initiatives and teams.

Preferred Qualifications

•    ITIL certification or strong understanding of ITIL/ITSM methodology.
•    Advanced understanding of Bell operational processes (or comparable large-scale telecom processes).
•    Strong knowledge of Wireless, Voice, Data, and IP business solutions.
•    Experience in IT/Application support within enterprise operations.
•    Familiarity with Lean/Six Sigma and BI/analytics platforms; experience with AI-enabled operations (e.g., quality automation, agent assist, intelligent routing).