Director of Customer Experience

Leaps&Bounds Consulting; Winnipeg; On-site; CAD 80,000 - 110,000; Full time

Job summary

A leading consulting firm in Winnipeg is recruiting a Director of Customer Experience to enhance operational execution and drive strategic initiatives. This role requires strong leadership in a complex environment, focusing on collaboration between Sales and Operations. The ideal candidate will have over 7 years of experience in customer-facing operations and a proven track record in managing ambiguity. Exceptional communication and data-driven skills are essential. Interested candidates should apply by sending their resume and cover letter.

Qualifications

• 7+ years of progressive leadership experience in operations or service delivery.
• Ability to translate complexity into actionable guidance.
• Strong skills in managing competing priorities.

Responsibilities

• Lead daily operations ensuring smooth performance across functions.
• Support COO in aligning Sales and Operations.
• Drive continuous improvement using performance analytics.

Skills

Leadership

Communication

Data-driven decision-making

Operational oversight

Collaboration

Job description

On behalf of our client, we’re recruiting for a Director of Customer Experience role with a well-established organization. The company name will be shared with shortlisted candidates as the process progresses.

Reporting to the Chief Operating Officer, the Director of Customer Experience is the COO’s key partner responsible for bringing structure, stability, and clarity to a growing organization operating within a complex, multi-stakeholder governance environment.

This is a role for someone who thrives in ambiguity, can create calm in the middle of competing priorities, and is confident holding boundaries when needed. The Director of Customer Experience strengthens and oversees daily operational execution, enabling the COO to balance operational oversight with strategic priorities and cross-functional initiatives. The ideal candidate understands that success comes from investing in their team and peers.

The Director works closely with Sales to ensure clean handoffs, consistent client delivery processes, and operational readiness, while the COO maintains the broader strategic bridge between Sales and Operations during this period of growth.

Key Responsibilities

Operational Leadership & Execution

• Lead the daily operations of the business, ensuring smooth, predictable performance across all functions.
• Free the COO from tactical and day-to-day management by taking ownership of operational execution and issue resolution.
• Bring structure and stability to an environment where top-level priorities and direction may shift; reinforce operational decision-making authority within defined swim lanes.
• Establish and maintain the operational rhythm, daily/weekly routines, dashboards, KPIs, follow-up structures, and communication loops.

Process Ownership & Continuous Improvement

• Map, document, and refine workflows across Sales, Operations, Customer Service, and the Hub to enhance efficiency, accuracy, and scalability.
• Lead major operational improvements, including:
• A QA program for monitoring errors and reducing avoidable issues
• Customer service training and monitoring program
• Shift the operation from reactive to proactive service through clear triggers, early-warning indicators, and improved visibility.
• Coordinate with offshore resources to align tools, workflows, and service expectations.

Leadership of Customer Service

• Provide leadership and strategic oversight of the Customer Service function, ensuring high performance and consistent standards.
• Build accountability, consistency, and professionalism within the team.
• Use client feedback and performance analytics to identify trends and drive continuous improvement.
• Ensure a coordinated approach between Customer Service, Sales, and Operations so the client experience feels seamless.

Sales & Operations Support

• Support the COO in ensuring alignment between Sales and Operations, recognizing that the Sales structure is evolving.
• Partner with Sales to clarify handoffs, surface operational constraints, and ensure commitments made to clients can be delivered reliably.
• Maintain strong operational readiness so Sales can forecast, communicate, and serve clients confidently.
• Ensure clean processes and communication loops exist between Account Management and Operations.
• Participate in key client conversations when operational expertise is required, while the COO continues to steward the broader Sales and Operations relationship.

Cross-Functional Collaboration & Change Leadership

• Bring clarity and grounding to an environment where strategy may be evolving; help translate high-level direction into practical, actionable operational steps.
• Reinforce boundaries and decision rights so established processes are not bypassed.

Performance Measurement & Reporting

• Build, maintain, and regularly communicate operational dashboards focused on service levels, quality, efficiency, and proactive issue prevention.
• Develop tools that surface real-time operational insights (e.g., shipment delays).
• Provide the COO with timely reporting on performance, risks, opportunities, and progress against operational goals.
• Use data to identify bottlenecks, anticipate challenges, and drive continuous improvement.

Qualifications

Required

• 7+ years of progressive leadership experience in operations, business operations, or service delivery in customer-facing environments.
• Demonstrated success leading day-to-day operations in an environment with high ambiguity or evolving strategy.
• Demonstrated ability to collaborate closely with Sales teams while respecting established reporting structures and avoiding dual-reporting confusion.
• Strong communication skills with the ability to translate complexity into actionable guidance.
• Ability to manage competing priorities and bring calm and structure to fast-moving situations.
• Data-driven decision-making and familiarity with KPIs, dashboards, and operational reporting.
• Systems and process literacy (e.g., CRMs, workflow tools, operational platforms).

Preferred

• Comfort working with external vendors (especially in IT, systems, or development environments).
• Background working with or managing offshore teams.
• Experience supporting or leading customer service or client-facing operations.

How to Apply

If you are interested in learning more about this position or if you are ready to send your cover letter and resume, reach out to [e-mail].