Customer Excellence Manager - West

About Daniels Health Since 1986, Daniels Health has been a global leader in healthcare waste management, driven by a mission to create safer, more sustainable healthcare environments. Our operations depend on tight coordination between Customer Service, Operations, Transportation, and Billing to ensure service reliability and revenue protection.
Role Overview
The Customer Excellence Manager (BC, AB, MB) is a Senior Operational Leader responsible for both the quality of customer service execution and the disciplined operation of a regional Customer Service function. This role is not a traditional call-center management position. It requires a leader who can coach Customer Service teams on best practices in communication and escalation, while also ensuring accurate and timely execution of operational Customer Service work that directly impacts service delivery, routing, billing, and revenue recognition.

Key Responsibilities:

Customer Service Execution & Coaching

Coach Customer Service teams on best practices for customer communication, including proactive service notifications, clear expectation-setting during service disruptions, and professional de-escalation.

Establish and enforce clear escalation standards, ensuring issues are resolved at the appropriate level.

Ensure consistent tone, quality, and accuracy of customer communications across the region.

Use customer feedback, NPS, and complaint data to identify coaching and process improvement opportunities.

Operational Customer Service & Revenue Protection

Oversee Customer Service teams responsible for operational execution, including:

Delivery paperwork and documentation

Preparation of route sheets for drivers

Service calendar creation and updates

Review of manifests and validation of delivery and pickup quantities

Ensuring routes are closed accurately and on time to support billing

Partner closely with Operations, Transportation, and Finance to resolve service and documentation issues that could impact delivery performance or billing timelines.

Capacity Management & Regional Coverage

Operate Customer Service in a constrained environment, allocating work by hours and priority rather than ad hoc effort.

Balance service demand, operational deadlines, and team sustainability.

articipate in national Customer Service coverage planning, including regional pooling and temporary cross-region support.

Ensure staffing gaps, risks, and trade-offs are visible and escalated appropriately.

Systems, Process & Data Discipline

Ensure Salesforce is used consistently as the system of record for all Customer Service activity.

Enforce process discipline around case management, service notifications, and documentation.

Analyze regional CS performance metrics, including service levels, DIFOT impact, escalations, and billing-related errors.

Identify trends and implement corrective actions to improve service reliability and operational efficiency.

Leadership & Team Development

Lead, coach, and develop Customer Service Supervisors and frontline team members across British Columbia, Alberta & Manitoba.

Build capability within the team to handle complex service and operational scenarios independently.

Support recruitment, onboarding, and succession planning for regional Customer Service roles.

Foster a culture of accountability, continuous improvement, and cross-site collaboration.

Requirements & Skills

7+ years of experience in Customer Service, Service Operations, or Service Delivery roles, with at least 3 years in a leadership capacity.

Proven experience managing Customer Service teams embedded in operational or logistics-driven environments.

Demonstrated experience coaching teams on customer communication, escalations, and service recovery.

Experience with CRM systems (Salesforce strongly preferred) and operational systems such as routing or dispatch platforms.

Strong understanding of how Customer Service execution impacts delivery performance, DIFOT, and billing.

Strong analytical, organizational, and decision-making skills.

Comfortable operating under constraint and making trade-offs between demand, capacity, and service levels.

What Success Looks Like in This Role

Customers are proactively…