Director, Customer Experience - Shared Services

Job Description

<p>Enercare Inc. is one of Canada's largest home and commercial services companies servicing over one million customers across Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. Enercare is the Experts at Home, operating under several brands including Enercare, HydroSolution, and Pioneer Plumbing & Heating. </p><p><br></p><p>A proudly Canadian-owned company, we are the Experts at what we do and deeply care about our customers. We value a diverse, collaborative culture, and take pride in our commitment to health and safety, and knowing our work serves and supports our communities every day. No matter your role, we invest in making sure you have opportunities to grow, learn, and become the Expert you want to be.</p><p><br></p><p>If you are ready to become one of our Experts, we would love to hear from you.</p><p><br></p><p><b>Summary:</b></p><p>The Director of Customer Experience - Shared Services is a strategic leadership role responsible for driving excellence across Enercare's customer operations. This includes oversight of the Service Call Centre queue, department-wide training programs, and quality assurance initiatives. The role ensures alignment of shared services with customer-centric goals, operational efficiency, and continuous improvement across all customer-facing functions.</p><p><br></p><p><b>Responsibilities:</b></p><ul><li>Lead the Service Call Centre queue operations, ensuring optimal staffing, performance, and customer satisfaction.</li><li>Partner with Workforce Management (WFM) to align capacity planning with financial forecasts and service level targets.</li><li>Monitor call drivers and collaborate with digital and field teams to reduce friction and improve resolution rates.</li><li>Oversee training strategy and execution for all customer operations teams, including onboarding, upskilling, and compliance.</li><li>Develop and maintain a centralized training framework that supports consistency, scalability, and adaptability across service lines.</li><li>Collaborate with senior managers to ensure training aligns with evolving business needs.</li><li>Lead the Quality Assurance team in implementing the CURE framework (Customer-centricity, Understanding, Resolving, Empathy).</li><li>Own CSAT, FCR, and NPS metrics across all channels, ensuring alignment with corporate strategy.</li><li>Drive coaching, recognition, and accountability programs to reinforce customer-centric behaviors</li><li>Develop feedback mechanisms back into Training teams to create targeted training pathways for agents to enable customer service excellence</li></ul><p><br></p><p><b>Qualifications:</b></p><ul><li>Bachelor's degree required; Master's preferred.</li><li>10+ years of experience in customer operations, including leadership of training, quality, and call centre teams.</li><li>Proven success in vendor management, financial forecasting, and process improvement.</li><li>Strong strategic planning and analytical skills.</li><li>Expertise in customer experience frameworks and quality assurance methodologies.</li><li>Excellent communication, coaching, and stakeholder engagement abilities.</li><li>Ability to thrive in a fast-paced, evolving environment.</li><li>Certified Customer Experience Professional (CCXP) or equivalent.</li><li>Lean Six Sigma or PMP certification is an asset.</li></ul><p><br></p><p>Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare's recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant's accessibility needs due to disability and are available upon request.</p><p><br></p><p>Our company leverages artificial intelligence (AI) tools as part of the candidate screening process to help review applications efficiently and fairly. These tools may assist in evaluating qualifications against job requirements. All decisions regarding hiring are ultimately made by our recruitment team.</p>