Customer Excellence Enablement Manager - Ottawa

Avanti Software Inc.; Ottawa; On-site; CAD 70,000 - 80,000; Full time

Job summary

Ontario Medical Supply seeks a Customer Excellence Enablement Manager to bridge CX teams with operations. You will standardize onboarding, own training programs, and manage ERP and Five9 configurations to support rapid growth and ERP transitions.

You will guide performance management, develop SOPs, and partner with HR to ensure objective documentation and effective coaching across multiple sites in Ottawa and Ontario.

Qualifications

• 3–5+ years in contact center management, operations enablement, or workforce operations in a multi-team environment.
• Advanced Five9 administration and Pronto ERP knowledge.
• Proficiency in Excel, Word, and PowerPoint for presenting data insights.
• Experience writing and auditing Work Instructions and onboarding plans.

Responsibilities

• Act as the definitive secondary layer of operational expertise for multi-site CX teams and support the Senior Manager.
• Resolve team-dynamic issues, system performance anomalies, order entry roadblocks and billing disputes.
• Oversee onboarding milestones, probationary reviews, and performance appraisals for CX staff.
• Lead ERP and Five9 administration and analyze real-time queues to drive improvements.
• Collaborate with HR and cross-functional teams to optimize end-to-end workflows.

Skills

Five9 administration

ERP systems (Pronto)

Excel/Word/PowerPoint

Tools

Pronto ERP

Five9

Job description

Customer Excellence Enablement Manager - Ottawa

Our Mission:

Ontario Medical Supply is a Leading Distributor of medical equipment, supplies, and services for healthcare organizations and home healthcare clients across Ontario. Specializing in long term care, assisted living, retirement and home health care. Ontario Medical Supply is partnered for success with Royal Drugs. Royal Drugs is a healthcare company providing specialty pharmacy, infusion therapy, and retail pharmacy services. Together, we work towards supporting optimal health outcomes and better quality of life.
Come Join Our Team!

Purpose:

The Customer Excellence (CX) Enablement Manager serves as a vital operational bridge across OMS Customer Experience teams. Reporting directly to the Senior Manager, this role is responsible for driving operational consistency, technical system administration, agent onboarding standardization, and frontline quality control.
Acting as operational support for senior management, the CX Enablement Manager resolves team-dynamic issues, software/system problems, and complex escalations while building the training and technical infrastructure needed to support rapid business growth and eventual ERP transitions.
Job Title: Customer Excellence Enablement Manager
Location: Ontario Medical Supply, Ottawa (1100 Algoma Road, Ottawa, ON K1B 0A3)
No. of Positions: 1
ATR: #5217
Salary: $70,000 - $80,000/year
Type: Full-Time, Permanent
This job posting is for an existing vacancy.

Job Responsibilities:

Operational Support & Secondary Escalation Layer
-Act as the definitive secondary layer of operational expertise for multi-site CX teams, standing between Team Supervisors and the Senior Manager.
-Resolve team-dynamic issues, system performance anomalies, order entry roadblocks, and complex billing disputes. Liaise with other OMS and RD teams and assign responsibilities to resolve these issues within CX.
-Coach and empower Team Supervisors to independently manage day to day team dynamics and address performance issues.
Personnel Performance & Compensation Support
-Exercise direct oversight over new-hire milestone achievements, serving as the final approval for all probationary reviews.
-Conduct mandatory second-level reviews and calibrations on annual performance appraisals across CX teams.
-Act as the primary data-driven advisor to the Senior Manager on Tier-2/Tier-3 promotions, using objective metrics from Five9, emails, and CXI tools. Uses KPIs and available data to advise on longer term headcount requirements.
-Partner with HR and Supervisors to generate objective documentation (derived from Five9 data and email audits) for performance management, attendance issues, or coaching plans.
Training Architecture, Quality & Onboarding Ownership
-Own and standardize multi-site training and onboarding programs to support CX hiring strategies.
-Design and enforce a gatekeeping verification framework, including practical "exams" and skill checkboxes.
-Maintain dynamic, high-frequency team FAQ libraries and audit Standard Operating Procedures (SOPs) and Work Instructions (WIs).
-Drive root-cause retraining programs when frontline processing errors occur, using ERP system hard-stops and pop-ups to prevent billing and warehouse mistakes before orders ship.
-Assist Quality Team to investigate SIRs, identify root cause, and assist in defining process and procedure.
-Drive continuous improvement initiatives and to mitigate repeat occurrences of issues that directly affect customer satisfaction.
Contact Center Systems Administration & Real-Time Queue Management (Five9)
-Serve as the primary internal technical administrator for daily Five9 configurations, including user profiles, skill group assignments, routing paths, dispositions, and offline tracking codes.
-Monitor real-time queue dashboards and intraday performance to dynamically reallocate staffing resources across queues as required.
-Lead the generation of scheduling, and analysis of Five9 performance reports to determine agent productivity trends, identify operational bottlenecks, and drive continuous improvement.
Workforce Management & Cross-Functional Collaboration
-Coordinate cross-team capacity management, training agents to absorb short-term volume surges across adjacent teams to prevent submission backlogs and revenue bottlenecks.
-Establish clear operational handoffs between CX, Billing, Logistics, and Site Operations to establish end-to-end order workflows.
-Build, stabilize, and scale the operational infrastructure capacity to support high-growth revenue channels and managing headcount.
ERP Systems Expertise & Vendor Transition Representation
-Serve as the frontline Subject Matter Expert (SME) for current ERP systems (Pronto), supporting teams with complex order entry, systemic billing setups, and User Acceptance Testing (UAT).
-Build and lead an internal "Super-User Network" across sites to maintain operational stability during system updates.
-Act as the primary functional "Voice of CX" during software vendor assessments for upcoming ERP replacement projects, ensuring frontline pain points and workflow requirements are designed into future tools.
-Travel to remote sites to assist in training requirements and support the drive to maximize and ensure a consistent and high level of customer excellence, independent of physical team location.

Qualifications:

-3–5+ years in contact center management, operations enablement, or workforce operations in a multi-team environment.
-Advanced user proficiency in Five9 administration (dashboards, reports) and enterprise ERP systems (e.g., Pronto).
-Expertise using Excel, Word and PowerPoint to present and visualizing datasets from different angles to uncover challenges and opportunities.
-Experience writing and auditing Work Instructions (WIs), constructing training/onboarding plans, and setting up root-cause QA frameworks.
Leadership Competencies:
-Demonstrated ability to manage multi-team dynamics
-Proactively review performance appraisals.
-Advise senior leadership on merit/promotional frameworks.
-Decisive, grounded operator capable of triaging technical and operational friction under real-time volume pressure.

Human Resources:

While we thank you for your interest, only select applicants will be contacted regarding the position.
Ontario Medical Supply is an inclusive and equal opportunity employer committed to providing diversity and accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. All applicants must make their requirements known when contacted.
The company reserves the right to close the competition based on business need and a sufficient pool of candidates who have applied.
AI will be used in the recruitment process.

Company

OMS / Royal Drugs

Opening Date

Oct 08, 2026

Closing Date

Oct 22, 2026

Requirements

A&AODA Accessibility & AODA Acknowledgment Required within 30 days after job starts

EO -2 Quality & Regulatory Training (Phase 2) Required within 30 days after job starts

EO-1 General Orientation (Phase 1) Required within 30 days after job starts

SPV H&S Supervisor H&S Awareness Required within 30 days after job starts

WHMIS WHMIS 2015 Required within 30 days after job starts

WPVH Workplace Violence and Harassment Required within 30 days after job starts