Director, National Customer Experience

On Side Restoration Services Ltd.; Canada; Hybrid; CAD 110,000 - 130,000; Full time

Job summary

A leading restoration services provider is seeking a Director, National Customer Experience to oversee and lead the Contact Center's operations across Canada. This full-time position requires a strong leader with at least 4 years of experience managing high-performing teams, ideally in a call center environment. Candidates should possess excellent communication abilities, a collaborative mindset, and preferably bilingual in English and French. A competitive salary and comprehensive benefits package are offered.

Benefits

Employee assistance program

RRSP matching

Comprehensive health plan

Flexible hybrid work approach

Qualifications

• Minimum of 4 years of leadership experience in a call center.
• Experience in construction, restoration, or insurance is an asset.
• Willingness to travel across Canada.

Responsibilities

• Lead and manage the Contact Center operations across Canada.
• Collaborate with internal and external stakeholders。
• Develop key performance indicators and monitor reporting tools.

Skills

Proven leadership in a call center or equivalent environment

Strong track record of managing high-performing teams

Excellent communication skills

Collaborative and team-oriented mindset

Bilingualism in English and French

Education

Post-secondary education

Certified Call Center Manager (CCCM) designation

Job description

*This role is only available from one of our major branches: Mississauga / Laval / Calgary / Edmonton / Winnipeg / Vancouver

Application Deadline: Friday, January 9, 2025 / 5:00pm PST

Compensation: $110 000 – $130 000 /year* (full-time / permanent)

Are you passionate about customer service and building high performing teams? Do you find yourself preoccupied with process excellence? Does the once-in-a-lifetime opportunity to be a part of a legacy by building a best-in‑class environment, focusing on client support, people development and succession planning sound amazing? Then keep reading!

Based out of Toronto, Montreal, Calgary, Edmonton, Winnipeg or Vancouver, On Side Restoration is looking to welcome a Director, National Customer Experience to build, develop and lead our group of amazing Customer Experience Specialists.

What you’ll be doing

• Collaborating effectively with a wide range of internal and external stakeholders, including business development, operations, and corporate clients.
• You will have overall responsibility for the Contact Center, leading operations with the support of Team Leaders who report directly to you.
• Leading, managing, training, and directing our diverse team located across Canada.
• Monitor, maintain and implement improvements to our call center operations systems.
• Develop, implement, and manage to key performance indicators.
• Utilize reporting tools to track trends, identify opportunities and work to build a world class operation.
• Building and maintaining strong relationships with technology partners, such as Five9, to ensure seamless integration and performance.

What You’ll Bring

• Proven leadership in a call center or equivalent environment.
• Minimum of 4 years of leadership experience with a strong track record of managing and developing high‑performing teams. Virtual environment is considered an asset.
• Experience in construction, restoration or insurance is a strong asset.
• Post‑secondary education required; Certified Call Center Manager (e.g., CCCM) designation is considered an advantage.
• A collaborative, team‑oriented mindset and the flexibility to adapt, paired with a proactive and positive attitude.
• Ability to communicate effectively and build relationships across multiple teams and organizational levels.
• Genuine care for people, leading with openness and honesty, and a commitment to creating an exceptional employee experience.
• Willingness to travel across Canada and provide support during catastrophe periods; flexible scheduling is essential.
• Bilingualism preferred—fluency in both English and French is a strong asset.

Of Note

• *Salary estimates provided in this job posting cover all locations. Total compensation will be discussed at the time of interview and determined by factors such as region, branch size, experience and education.
• We’re proud to support a flexible hybrid approach which gives everyone the best of both worlds. This role requires a portion of your work week to be in branch and requirements may change as team needs change. This will be discussed should you be selected for an interview.

What’s in it for you?

We’re an established company in a growing industry and we need awesome people! We WANT you to be fulfilled by your work, we WANT you to enjoy the people you work with and we WANT you to provide you with learning and advancement opportunities. We also love that we’re able to provide an employee assistance program, RRSP matching and a comprehensive health plan which includes extended medical (ex. chiropractic, massage, acupuncture, vision) dental, long‑term disability (LTD) and life insurance. At On Side we work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day.

Get on our side!

Both major weather disasters and minor accidents involving water, fire, and more happen every day, and in our industry, this is how we keep busy, restoring properties 24 hours per day, 7 days a week. Mother Nature usually doesn’t wait for an invitation, but we’re in the business of dealing with party crashers, and we’ve done it for over 40 years!

We have branches from Victoria, BC to St. John’s, Newfoundland and (almost) everywhere in between. Our fantastic team of over 2,000 employees stretches far and wide across Canada, and we’re growing—YOU could be the next great addition!