Director, Customer Experience Operations
Director, Customer Experience Operations
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1 Vacancy
Job Description
Req Id:426055
At Bell our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world innovative digital solutions and seamless customer experiences. Its all developed and delivered by the members of #TeamBell and were always on the lookout for people with great skills and experiences.
We provide a supportive and inclusive community where all team members can succeed. And through our commitment to environmental social and governance initiatives you will feel good about the greater impact you will have making every day better for people as they connect work learn and play.
Join us. You belong at Bell.
On the Bell Business Markets team youll be a vital part of making innovation happen for enterprise-scale customers. Youll 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.
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.
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.
- 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 customers 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 customers 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.
- 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.
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Management
Job Status:Regular - Full Time
Job Location: Canada : Ontario : Mississauga
Work Arrangement: Hybrid
Application Deadline: 09/10/2025
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 youll 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 youll be eligible for medical dental vision and mental health benefits that you can tailor to your specific needs. Plus as a Bell team member youll 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.
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 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.
Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect use and disclose your personal information.
Created: CanadaON Mississauga
Bellone of Canadas Top 100 Employers.
Required Experience:
Director
Employment Type
Full Time
