Director, Customer Support Automation

Loblaw; Brampton; On-site; CAD 128,000 - 176,000; Full time

Job summary

Loblaw Companies Limited in Brampton, ON is seeking a Director of Customer Support Automation to define the strategy and business management of automation platforms powering Customer Support, including Salesforce, conversational AI and IVR.

You will set the roadmap for automation, simplify experiences for customers and colleagues, and drive measurable improvements in service, productivity and cost-to-serve.

Qualifications

• Significant leadership experience in Customer Support, Contact Centre technology, digital service, product management or automation.
• Experience leading technology-enabled transformation in a large, complex organization.
• Strong knowledge of Contact Centre operations and enterprise service platforms, ideally including Salesforce Service Cloud, conversational AI, chatbots, IVR and Knowledge Management.

Responsibilities

• Set the strategy and roadmap for Customer Support automation, AI and enabling platforms.
• Lead the business management of Salesforce, conversational AI and chatbots, IVR and Knowledge Management, including priorities, governance and investment decisions.
• Identify and scale automation opportunities that improve self-service and resolution, reduce avoidable contacts and simplify work for colleagues.
• Partner across Customer Support, Technology, Digital, Product, Data and Finance to deliver solutions, develop business cases and realize measurable benefits.
• Lead and develop a high-performing team with a strong focus on innovation, accountability and continuous improvement.

Skills

Leadership experience

Transformation

CC operations

Strategy & finance

People leadership

Stakeholder mgmt

Executive communication

Tools

Salesforce Service Cloud

Chatbots

Knowledge Management

IVR

Job description

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

Director, Customer Support Automation, Brampton, ON

In this role, you will lead the strategy and business management of the platforms and automation capabilities that power Customer Support, including Salesforce, conversational AI and chatbots, IVR and Knowledge Management. You will set the roadmap for automation and AI, simplify customer and colleague experiences, and drive measurable improvements in service, productivity and cost-to-serve. You will lead a high-performing team and partner across the organization to turn strategy into results.

What You’ll Do:

• Set the strategy and roadmap for Customer Support automation, AI and enabling platforms.
• Lead the business management of Salesforce, conversational AI and chatbots, IVR and Knowledge Management, including priorities, governance and investment decisions.
• Identify and scale automation opportunities that improve self-service and resolution, reduce avoidable contacts and simplify work for colleagues.
• Partner across Customer Support, Technology, Digital, Product, Data and Finance to deliver solutions, develop business cases and realize measurable benefits.
• Lead and develop a high-performing team with a strong focus on innovation, accountability and continuous improvement.

What you Bring:

• Significant leadership experience in Customer Support, Contact Centre technology, digital service, product management or automation.
• Experience leading technology-enabled transformation in a large, complex organization.
• Strong knowledge of Contact Centre operations and enterprise service platforms, ideally including Salesforce Service Cloud, conversational AI, chatbots, IVR and Knowledge Management.
• Strong strategic, data and financial acumen, with the ability to translate business challenges into clear roadmaps, business cases and measurable outcomes.
• Strong people leadership, stakeholder management and executive communication skills, with the ability to move between strategy and execution.

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note

Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.

Hiring Range / Échelle salariale à l’embauche :$128,000.00 - $176,000.00 / 128.000,00$ - 176.000,00$ (per year / par an)A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.