Manager, Customer Experience and Direct Sales

The Opportunity

When you recall the best Call Centre experience you ever had, you can’t help but think, “How would I have done it even better?” Putting smiles on people’s faces – even over the phone – is just what you do. You’re an excellent communicator who listens when people talk; and when you talk, people listen. For you, it’s all about coaching a team to deliver results, and the satisfaction of resolving service challenges with innovative solutions.

We love that about you.

Bridgewater Bank is more than a financial institution; we’re a team of passionate people who care deeply about helping others succeed. Unlike traditional banks, we have no branches. This means less time managing logistics and more time focused on providing straightforward, honest service and smart financial solutions that support our clients in reaching life’s biggest milestones.

As a Wholly Owned Subsidiary Of AMA, We Share a Proud Legacy Of Service And a Commitment To Doing The Right Thing For Our Customers, Our Communities, And Each Other. At Bridgewater Bank, You’ll Be Part Of a Nimble, Forward‑thinking Organization Where Your Ideas Matter, Your Contributions Are Valued, And Your Growth Is Encouraged. We’re Driven To Make a Positive Impact And Our Close‑knit Culture Values Flexibility, Innovation, And Genuine Connection.

As Part Of The Bridgewater Team, You’ll Enjoy

• Competitive salary and flexible benefits
• Employer‑paid retirement savings program
• Employee‑exclusive discounts on travel, insurance, memberships, and more
• Free travel medical insurance for you and your immediate family
• Ongoing professional development
• Flexible work models that make sense for your lifestyle

For us, curiosity fuels innovation. We value people who are eager to explore new ideas and who are comfortable putting emerging technologies into practice. We see experience with AI‑powered tools like ChatGPT, Copilot, and similar platforms as a real plus - especially when it’s used to work smarter, increase efficiency, and find better ways to get things done.

• You’re a born problem‑solver with a knack for analyzing issues and finding the perfect solution.
• You’re a supportive coach who enjoys collaboration. Bringing out the best in others, brings out the best in you.
• You believe in accountability and always lead by example. Deadlines are never missed.
• You’re an expert juggler whose talent for multitasking keeps strategic priorities moving forward.
• You’re a champion of customer experience. Seriously, the Olympics just need to create a category for it!

• Report to the Director, Operations.
• Ensure exceptional service delivery in a Contact Centre (Customer Experience Centre) environment.
• Lead the Customer Experience and Direct Sales team to deliver high‑quality, timely products and services in accordance with Bridgewater’s goals and objectives.
• Communicate performance expectations and hold employees accountable for results.
• Coach employees to succeed in their roles – including recruitment and training of new employees.
• Support Bridgewater Bank as a telephony expert and act as a liaison to AMA Telephony.
• Prepare and enact, when necessary, a BPC plan for CEC and Direct Sales.
• Administer the Bank’s call recording program and escalation platform (ECHO), while providing employees with support in both system usage and escalation handling.
• Help identify customer‑related issues and develop positive customer options.
• Investigate and report privacy concerns.
• Act as the primary point of contact for the Bank’s four‑step escalation process at Level 2, and support ombudsman at Level 3.
• Ensure an optimal renewal process for our mortgage and direct deposits customers.
• Manage headcount for CE&C and Direct Sales, according to staffing budget.
• Ensure collection of all fees by the CEC and Direct Sales team.
• Assist existing customers in changing their mortgage when facing life events and home changes to ensure continued revenue for the Bank.

• You have post‑secondary education in a relevant field, such as commerce, business management or finance – or the equivalent combination of education and experience.
• You have…