Director, Customer Experience Operations

Bell Canada; Mississauga; Hybrid; CAD 120,000 - 150,000; Full time

Job summary

A leading telecommunications provider in Mississauga is seeking a Director, Customer Experience Operations to lead large teams and enhance service delivery for enterprise customers. The ideal candidate will drive operational excellence, integrate AI solutions, and ensure high-quality customer experiences across service ordering and billing. This leadership role requires excellent communication skills and a proven track record in operations management. Join the team to influence customer journeys positively while enjoying a comprehensive benefits package.

Benefits

Comprehensive health benefits

35% discount on services

Flexible work hours

Qualifications

• 5+ years of relevant operations leadership experience preferred.
• Strong evidence of employing data-driven decision-making.
• Bilingualism in English & French is required.

Responsibilities

• Lead operations teams delivering high-quality customer experiences.
• Drive transformation by simplifying processes for efficiency.
• Integrate AI tools to improve productivity and customer satisfaction.

Skills

Operations leadership

Problem-solving

Communication

Customer experience management

Data analysis

AI integration

Education

University degree in Business

ITIL certification

Tools

KPI design tools

Business Intelligence platforms

Job description

Director, Customer Experience Operations

Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.

We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell.

On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise-scale customers. You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.

At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.

Summary

Bell Business Markets is looking for a dynamic and transformational Customer Experience Operations Director to lead large, high‑performing teams and elevate the Service Ordering, Billing, and Collections experience for enterprise customers. You’ll drive end‑to‑end operational excellence, embed data‑driven decision‑making, and lead the strategic integration of AI to improve productivity, efficiency, and customer satisfaction at scale. This role leads both unionized and non‑unionized teams and partners closely across the organization to deliver a consistent, seamless customer journey.

Key Responsibilities

• Lead large unionized and non‑unionized operations teams delivering end‑to‑end service with consistent, high‑quality customer experiences.
• Drive CX transformation by simplifying and redesigning processes to improve efficiency, accuracy, scalability, and customer outcomes.
• Own data‑driven CX operations, building KPI frameworks, dashboards, and predictive insights to manage performance, demand, and service delivery.
  • Analyze customer trends, SLA/SLO performance, forecasts, backlogs, and operational risks; translate insights into clear priorities and action plans.
  • Partner with BI, analytics, and data engineering teams to improve data quality, automation, and insight generation.
  • Operationalize insights to improve NPS/CSAT, cycle time, quality, first‑contact resolution, and cost‑to‑serve.
• Lead the integration and adoption of AI across operations, including predictive analytics, intelligent routing, quality automation, and agent‑assist tools.
  • Establish AI governance and measure impact on productivity, accuracy, forecasting, workforce efficiency, and customer satisfaction.
• Collaborate cross‑functionally to align processes, systems, and policies with enterprise CX strategy.
• Manage vendors to meet performance, compliance, and commercial commitments.
• Lead workforce planning and capacity management to meet demand and service targets.
• Develop leaders and succession through coaching, talent pipelines, and performance management.

Critical Qualifications

• 5+ years of relevant operations leadership experience (telecom or complex enterprise environment preferred).

• University degree in Business or related field (or equivalent experience).

• Strong pragmatic problem-solving with deductive reasoning and a bias for measurable outcomes.

• Excellent interpersonal and leadership skills with a genuine commitment to developing talent.

• Ability to think strategically and simplify complex concepts for diverse audiences.

• Advanced communication skills (written & verbal); bilingualism in English & French is required.

• Solid understanding of the telecommunications industry (competition, products, technology, regulatory).

• Proven ability to build and deliver a business plan and lead large operations teams.

• Expertise in customer experience operations, SLA/SLO governance, and service delivery.

• Data & analytics proficiency—skilled at KPI design, cohort/voice-of-customer analysis, root cause analysis, forecasting, and turning insights into action.

• AI leadership capability—experience selecting, deploying, and operationalizing AI tools and measuring impact on productivity, quality, and CX.

• Strong negotiation and executive‑level presentation skills; cross‑functional influence.

• Budget/financial acumen and disciplined performance management.

• Highly organized with strong coordination skills across multiple initiatives and teams.

Preferred Qualifications

• ITIL certification or strong understanding of ITIL/ITSM methodology.

• Advanced understanding of Bell operational processes (or comparable large‑scale telecom processes).

• Strong knowledge of Wireless, Voice, Data, and IP business solutions.

• Experience in IT/Application support within enterprise operations.

• Familiarity with Lean/Six Sigma and BI/analytics platforms; experience with AI‑enabled operations (e.g., quality automation, agent assist, intelligent routing).

Adequate knowledge of French is required for positions in Quebec.

Additional Information

Position Type: Management

Job Status: Regular - Full Time

For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work‑life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well‑being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter [e-mail] to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.

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