Director, Customer Care Strategy & Enablement; Newington

Xplore Inc. is Canada’s 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 everyday rural living, for today and future generations.

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 ope rationalise 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 organisational 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.