Director, Customer Care Transformation

Xplore Inc.

Markham

On-site

CAD 120,000 - 190,000

Full time

9 days ago

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Job summary

Xplore Inc. is leading Canada’s fibre, 5G and satellite broadband revolution for rural living, and seeks a Director, Customer Care Strategy & Enablement to drive a strategic transformation of our contact centre.

This role partners across IT, Digital, Product, Marketing and Network Operations to deliver measurable business value, improved customer journeys, and operational excellence. Responsibilities include shaping a long-term transformation roadmap, enabling digital adoption, and ensuring

Qualifications

Strategic leader with customer experience instincts and operational discipline.
Experience in agile working environments is a plus.
Telecommunications industry experience or similar complex service environments.
Ability to translate strategy into executable roadmaps and measurable outcomes.
Strong stakeholder management, communication, and influencing skills.

Responsibilities

Define and execute the long-term Contact Centre transformation strategy.
Lead the evolution of the contact centre into a digitally enabled, insight-driven organization.
Drive initiatives to create frictionless, memorable customer experiences end-to-end.
Identify opportunities to transform traditional support models through automation and digital adoption.
Establish strategic roadmaps to modernize customer care capabilities, technologies, operating models, and engagement strategies.
Lead executive reporting and communication to senior leadership.