Start.ca Hiring for Customer Experience Manager – Remote role – Location within 30 km of London Ontario, Canada at London, ON Full Time

Telecommunications should be simple, friendly, and affordable. This philosophy has helped Start.ca achieve some of the highest customer ratings among Internet Service Providers in Canada. Our mission is to be the most loved, most recommended, and most desired telecom provider out there. Accomplishing this starts with our people!

Are you seeking an opportunity to put your leadership experience and skills into action in the world of telecom customer service? Are you looking to contribute as part of a team delivering best-in-class, personalized service and support experiences? If so, Start.ca may be the place for you!

As a valued member of the Customer Experience Leadership team, Start.ca Customer Experience Managers are responsible for coordinating, managing, and supporting the success of Start.ca’s Customer Experience Group (CxG). Customer Experience Managers provide performance feedback to their direct reports, keep Senior Leadership informed on day-to-day operations, oversee, and resolve escalated customer concerns, and focus on ensuring Start.ca customers have an exceptional service and support experience.

In addition to being part of a great team, Start.ca offers competitive salary, health and dental benefits, group savings plans, learning & development and a focus on work-life-balance.

What you will be doing:

• Provide CxG staff and operational leadership (people, process, technology, customer experience)
• Coach and cultivate engaging, knowledgeable, friendly CxG team members who are able and willing to deliver positive, high impact customer experiences
• Accountable for the day-to-day performance and success of your direct reports by providing clear, consistent, timely direction and feedback and support
• Accountable for a defined scope of CxG operational functionality to be determined based upon your individual experience, knowledge and Start.ca business needs
• Encourage and assist in identifying opportunities for individual team member growth and development
• Continuous improvement and delivery of CxG operational requirements, process, and technology to enable delivery of key customer service outcomes
• Partner with the People and Culture team on matters related to staff performance, setting consistent policy expectations, assisting with talent acquisition and management
• Cultivate a culture of trust and respect across the organization
• Lead and assist in the roll out of new services, processes, and procedures which impact CxG and customers
• Utilize insight and analytic resources to monitor and manage daily operations related to key success indicators
• Identify training and development opportunities for individual and group growth
• Confidently provide direction to others when applying Start.ca policy and process
• Seek clarity, understanding, and practice best judgement when solving unique or outside-the-box problems
• Identify technical/process improvement opportunities
• Empower and encourage team members to embrace and tackle new challenges and initiatives
• Effectively receive and utilize feedback
• Identify opportunities for personal growth and development
• Working as scheduled Monday-Friday, standard business hours (some flexibility available), with minimal Statutory holiday and on-call coverage required shared across the CxG leadership team
• Specific CxG leadership responsibilities as appropriate and required to ensure the success and evolution of CxG.

What we will be looking for:

• 10+ years of relevant customer service experience
• 3+ years of formal people leadership demonstrating progressively greater responsibility or an equivalent combination of education and experience, including extensive experience managing service delivery professionals
• Creative, collaborative, humble leader with demonstrated ability to lead and inspire a team of 10 – 15 direct reports within a high performing customer experience environment
• Proven record of accomplishment as a people and operational leader, experienced in implementing and achieving strategic objectives, while exceeding targets, KPI’s and SLAs in a quality led environment
• Success as a change leader having made meaningful impacts in areas such as customer experience, operations, technology, training, coaching, workforce management and channel optimization
• Strong customer focus with a clear understanding of specific issues impacting our business and customers
• Passionate about the overall success of your staff with the ability to coach, develop, and motivate individuals
• Self-aware and conscious of how your decisions influence your team
• Well-developed analytical, critical thinking, conflict resolution, and problem-solving skills
• Strong communicator who can effectively connect both verbally and in written form, with customers and staff in a trusting manner
• Able to react effectively and decisively in an environment with competing and shifting priorities
• Able to collaborate at all levels within the organization ensuring success of key initiatives
• Demonstrated ability to think critically and solve problems
• Understanding of BI (business intelligence) utilizing data to drive operational success
• Able to adapt and succeed in a changing environment
• Exceptional attention to detail, time management, and organizational skills
• Excellent written communication skills
• Excellent verbal communication skills
• Strong Excel, Word, PowerPoint, and other office productivity tools
• Demonstrated pride in workplace reliability
• Able to perform computer work, including typing and other fine motor movements for up to 80% of each shift
• As we provide the opportunity for a remote/in-office hybrid work experience, a reliable, private, remote work location with excellent internet connection, or consistent attendance in office will be required

What we offer:

• We live by our core values: Friendly, Smart, Honest, Reliable, Forward, Involved
• We have a dynamic, reputable, and FUN company culture – it’s what brings our employees here and keeps them here 🙂
• As we grow, we want our employees to grow with us through our career advancement opportunities and continuous professional development
• Pay for performance compensation philosophy
• Group Retirement Savings Plan with company matching
• Comprehensive flex option health & dental benefits and life insurance
• Remote work opportunities with ability to work from office as required/necessary to maintain quality, 24×7 operations and customer support

Diversity is important to us, and we believe our differences make us a better company. Our differences help us to be innovative, with new attitudes, new processes, and new solutions to difficult problems. We respect our differences, and this respect is shared throughout our culture.

We know that applying to a new role takes a lot of work and we truly value your time. We’re looking forward to reading your application!