Director of Customer Care Strategy at Xplore

Lead transformative initiatives in customer service with Xplore as the Director of Customer Care Strategy. Drive insights-driven solutions and improve customer experiences in Calgary, AB.
In this role, you will define and execute a comprehensive customer care transformation strategy. Your focus will be on enhancing customer journey experiences while positioning the contact center as a value-generating function. Successful candidates will excel in strategic planning, possess strong telecommunications knowledge, and demonstrate expertise in customer experience leadership.

Key Responsibilities:

• Develop and implement long-term customer care strategies

• Enhance customer journeys through improved service and automation

• Drive operational excellence and customer retention initiatives

• Collaborate with cross-functional teams for project alignment

• Lead continuous improvement programs to enhance scalability
Requirements:

• Extensive knowledge of contact center operations

• Proven track record in strategic planning and transformation

• Experience in telecommunications or service-based environments

• Strong stakeholder management and communication skills

• Familiarity with customer retention strategies
Shape customer engagement and retention strategies while enhancing operational efficiency at Xplore.
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