Manager, Customer Experience
Req Id: 429151
Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.
We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell.
On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise-scale customers. You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.
At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.
The Manager, Customer Experience Operations is responsible for leading operational activities that support Bell Business wireless customers while ensuring service delivery meets or exceeds performance targets.
This role combines people leadership, operational oversight, and strategic execution to drive operational efficiency, customer satisfaction, and employee engagement.
The successful candidate will work closely with internal partners including Sales, Product, Workforce Management, Finance, Analytics, and Customer Experience teams to ensure alignment between operational execution and Bell’s broader service strategy.
Key Responsibilities
Operational Leadership
- Lead and manage daily operational activities related to order management, service activations, billing support, and customer inquiries.
- Ensure operational performance meets established targets including Service Level Agreements (SLA), productivity, quality, and customer satisfaction metrics.
People Leadership
- Lead, coach, and develop a team of non-management employees responsible for customer support and operational execution.
- Foster a high-performance culture focused on accountability, collaboration, and customer-centricity.
- Conduct regular performance reviews, coaching sessions, and development planning to support employee growth.
Customer Experience Excellence
- Drive initiatives that enhance the overall customer experience for Bell Business clients.
- Identify root causes of operational challenges and implement solutions that improve service delivery.
- Ensure the team consistently delivers accurate, timely, and high-quality support.
Continuous Improvement & Transformation
- Identify and implement process improvements that enhance efficiency and service delivery.
- Support the adoption of new technologies, automation tools, and operational frameworks.
- Leverage data and performance metrics to drive continuous operational improvement.
Critical Qualifications
- Strong leadership capabilities with demonstrated success in coaching and developing employees.
- Experience managing in fast-paced operational environments.
- Strong analytical and problem-solving skills
- Ability to drive results while maintaining a customer-first mindset.
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Bilingualism required:
In the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada
Preferred Qualifications
- Post-secondary education in Management, or a related field.
- Experience in telecommunications, contact center operations, or service delivery environments.
- Proficiency with Microsoft Office tools (Excel, PowerPoint, Word) and operational reporting tools.
- Knowledge of Telecom and Wireless domains
- Knowledge of SAP (Asset)
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 04/10/2026
For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.
Please apply directly online to be considered for this role. Applications through email will not be accepted.
We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.
At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.
Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.
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Created: Canada, QC, Montreal
Bell, one of Canada's Top 100 Employers.