Director, Customer Care Strategy & Enablement

Director, Customer Care Strategy & Enablement

FULL TIME SALARIED Calgary, AB, CA

3 days ago Requisition

The Director, Customer Care Strategy & Enablement, is responsible for defining and executing the strategic transformation roadmap for Customer Care s role will lead the evolution of the contact centre from a traditional support function into a modern, insight-driven, customer-centric organization that delivers measurable business value, operational excellence, customer retention, and differentiated customer experiences.

This leader will design and operationalize the long-term contact centre strategy focused on creating seamless and memorable customer journeys across the entire customer value chain while improving efficiency, reducing friction, enabling digital adoption, supporting retention, and creating opportunities for reinvestment into the business.

Operating within a highly matrixed environment, this role serves as a key liaison between Customer Care and cross-functional partners including IT, Digital, Product, Marketing and Network Operations to ensure organizational changes are effectively implemented, operationally sustainable, technically aligned, and customer-centric.

Success in this role requires a blend of strategic vision, telecommunications knowledge, customer experience leadership, operational expertise, transformation capability, and strong cross‑functional influence. Experience in an agile working environment is also an asset.

Reports to:

VP, Customer Care and Contact Centres

Key Matrix Partners:
Customer Office, Marketing, IT, Digital, Product, Network Operations, Operational Excellence & Enablement

• Contact Centre Transformation Strategy
• Develop and execute the long-term Customer Care transformation strategy aligned to organizational priorities and customer experience objectives
• Lead the evolution of the contact centre into a modern, digitally enabled, insight‑driven organization that delivers both customer and business value
• Drive initiatives that create frictionless, memorable customer experiences across the end-to-end customer journey
• Identify opportunities to transform traditional support models through automation, self‑service, digital adoption, workflow optimization, process simplification, and call deflection strategies
• Help reposition Customer Care from a traditional cost centre toward a value‑generating business function through improved customer retention, efficiency, experience, and operational effectiveness
• Establish strategic roadmaps and execution plans to modernize customer care capabilities, technologies, operating models, and customer engagement strategies
• Lead continuous improvement initiatives focused on scalability, agility, operational efficiency, and customer outcomes

• Champion customer‑centric design principles across customer care processes, channels, and interactions.
• Partner across the organization to reduce customer pain points, eliminate operational friction, and improve ease of doing business
• Leverage customer feedback, operational insights, and frontline input to continuously improve customer journeys and service experiences
• Ensure transformation initiatives balance customer experience, employee experience, operational scalability, and business outcomes
• Identify root causes driving repeat contacts, customer dissatisfaction, and customer effort, and implement sustainable improvement strategies
• Partner with retention and loyalty teams to support enterprise churn reduction strategies and improve long‑term customer value
• Identify customer experience, operational, and process improvement opportunities that positively influence customer retention and loyalty
• Support the design and implementation of proactive retention initiatives, save strategies, and customer journey improvements
• Leverage customer insights, contact drivers, and behavioral trends to identify root causes of churn and recommend strategic improvements
• Collaborate with Product, Marketing, Digital, and Operational teams to ensure retention strategies are operationally executable and effectively supported within Customer Care
• Hel…