Head, Customer Office Strategy & Execution

Markham - Canada

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

The Head Customer Office Strategy & Execution is a critical strategic and executional partner to the Chief Customer Officer (CCO) supporting the transformation of how we serve support and connect customers across Canada.
This role ensures focus discipline and analytical rigor across all areas of the Customer organization including Customer Experience Digital Innovation Care and Service Delivery Installation Operations and Operational Excellence.
The individual will lead strategic initiatives drive executive reporting and strengthen alignment across functions. They will provide analytical insight prepare high-impact presentations and ensure the smooth day-to-day operation of the Customer Office.

Key responsibilities include:

Strategic Planning & Insight

Partner with the CCO and Customer Leadership Team to translate strategic priorities into measurable plans with clear KPIs and milestones.
Lead and coordinate the annual budgeting process for the Customer Office ensuring alignment with strategic priorities resource planning and financial targets; provide analytical support to assess the impact of key initiatives and guide investment decisions.
Prepare data-driven insights and executive materials for ELT Board other key presentations.
Lead business case development and scenario analysis for customer experience digital and operational transformation initiatives.

Executive Communication & Alignment
Develop and refine high quality decks talking points and briefings that clearly articulate strategic narratives and results.
Coordinate and synthesize input from leaders across the Customer organization to produce cohesive updates.
Support the CCO in preparing for ELT discussions townhalls and customer impact reviews.
Serve as the central coordination point for follow-ups key decisions and management action tracking across the Customer Office

Operational Rhythm & Governance
Drive the CCOs operating rhythm: leadership meetings quarterly reviews and transformation program checkpoints.
Establish dashboards and scorecards to track operational health service delivery and CX performance.
Partner with Finance HR and CCO teams to monitor budget headcount and resource plans.
Ensure follow-through and accountability across projects and initiatives.

Cross-Functional Leadership and Strategic Initiatives
Work closely with peers across Network Marketing Product Digital Finance and Technology to align on customer-impacting priorities.
Serve as a strategic integrator connecting and leading teams and initiatives to ensure alignment momentum and impact across the Customer Office.
Support cross-functional projects focused on simplification reducing cost to serve and digital-first CX service models.
Support operational excellence efforts including continuous improvement process redesign and automation pilots.

The ideal candidate will possess:

710 years of progressive experience in business consulting strategy operations or business management ideally within a consulting telecommunications financial services utilities or another large-scale organization.
Strong analytical and problem-solving capability with the ability to interpret complex operational and financial data.
Exceptional presentation and communication skills; expert-level proficiency in PowerPoint and executive storytelling.
Proven success managing multiple strategic initiatives and tight deadlines.
Experience with customer experience analytics digital innovation programs or operational excellence methodologies an asset.
Bachelors degree in Business Engineering Economics or related field; MBA or similar advanced degree preferred.

As a condition of employment and in order to comply with industry related data security standards this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

Company Overview:

Xplore Inc. isCanadas fibre 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living for today and future generations.