Senior Leadership Role in Customer Operations

Join 407 ETR as the Senior Director, overseeing the customer operations delivery model. Drive strategic vision, optimize performance, and ensure high-quality service is delivered consistently.

This critical leadership position under the VP of Customer Operations revolves around monitoring and enhancing service delivery across various channels. Your responsibility will include fostering a culture of accountability and coaching within the team while aligning operational strategies with customer service objectives. Collaboration with multiple stakeholders will be key to addressing risks and improving overall performance.

Key Responsibilities:

• Establish the multi-year strategic direction for operations

• Supervise service delivery quality and productivity metrics

• Lead operational reviews and performance coaching

• Identify continuous improvement opportunities through data

• Engage in labor and employee relations initiatives

Requirements:

• Bachelor’s degree; MBA highly favored

• Over 10 years in progressive leadership roles

• Experience in contact centers and customer operations

• Strong relationship-building capabilities across teams

• Bilingual candidates in French and English preferred

Make a direct impact on customer satisfaction by leading operational excellence at 407 ETR.
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