Director of Customer Experience & Support

MacDonald Search Group; Vancouver; On-site; CAD 99,000 - 121,000; Full time

Job summary

MacDonald Search Group is partnering with a leading Vancouver-area printing company to recruit a Director of Customer Experience & Support. This role will oversee customer service across Vancouver and Toronto, driving strategy and scalable operations as the business grows.

You will shape the CS organization, manage budgets, train staff, and lead quality control, aiming for high CSAT, low abandonment, and maximum inbound revenue.

Qualifications

• 5–7 years of director-level CS management experience
• Experience in print graphics or ecommerce
• Proven ability to lead 15+ reports

Responsibilities

• Develop and refine a multi-channel customer service strategy.
• Lead CS teams across Vancouver and Toronto.
• Minimize abandoned calls and maximize inbound revenue capture.
• Manage operating budget and HR for the CS team.
• Perform quality audits across phone, live chat, and email.
• Train representatives on estimating and upselling.
• Design training manual and onboarding program.
• Track KPIs and report to executives.
• Channel customer feedback to leadership teams.
• Present progress to Executive Leadership Team.

Skills

Customer service leadership

Multi-location management

Budget management

KPI tracking

Training & onboarding

Education

Bachelor’s Degree in Business/Marketing/Communications

Job description

MacDonald Search Group is proud to partner with a leading printing company in their search for a Vancouver-area based Director of Customer Experience & Support. Our client serves businesses, creative professionals, agencies, and global brands across North America and internationally. The company offers an extensive range of custom print products, including premium business cards, packaging, labels, stickers, marketing collateral, and fully bespoke print solutions tailored for retail campaigns and major events.

As the Director of Customer Experience, you will lead, scale, and optimize customer support operations across their Vancouver area and Toronto locations. In an environment experiencing rapid revenue expansion, maintaining flawless customer contact resolution is critical—particularly ensuring zero missed or abandoned sales/support inquiries.

What you’ll be doing:

• Customer Service Strategy: Craft, execute, and continuously refine a comprehensive, multi-channel CS strategy aligned with our client’s high-growth goals.
• Multi-Location Management: Direct, mentor, and expand customer support teams operating across call centers and service hubs in the Vancouver area and Toronto.
• Volume & Revenue Protection: Implement staffing, queue routing, and operational strategies to minimize abandoned phone calls and guarantee maximum capture of inbound revenue opportunities.
• Budget & HR Support: Manage an operating budget, oversee labor allocations, control operational costs, and supporting HR management for the CS team (hiring, performance management, retention).
• Service Audits & Quality Control: Perform "stealth mode" monitoring and quality audits across phone, live chat, and email to ensure exceptional accuracy, tone, and print-spec guidance.
• Pricing Expertise & Training: Master Jukebox’s print graphics pricing structures and directly train representatives on complex estimating, custom quotes, and product upselling.
• Training Manual & Onboarding: Design, document, and maintain a comprehensive training manual and onboarding program that accelerates employee ramp-up times and standardizes service excellence.
• KPI Tracking & Target Setting: Establish, monitor, and report on core performance metrics (CSAT, SLA, First Contact Resolution, Abandonment Rates, Training Ramp-up Time) to drive efficiency and continuous improvement.
• Customer Feedback Loop: Aggregate and channel qualitative and quantitative customer feedback to executive leadership, product, production, and marketing teams to enhance service and product offerings.
• Executive Presentation: Regularly present progress updates, strategic initiatives, and operational health metrics to the Executive Leadership Team.

Who you are:

• Industry Expertise: Ideally 5–7 years of direct experience in the print graphics / commercial printing industry, with a solid understanding of print materials, finishes, pre-press jargon, and pricing dynamics.
• Leadership Experience: Minimum 5–7 years of Director-level customer service management experience within large-scale, high-growth e-commerce / online environments.
• Multi-Site Oversight: Proven track record of successfully managing and scaling distributed or multi-location CS teams (15+ direct/indirect reports).
• Education: Bachelor’s Degree in Business, Marketing, Communications, or a related field.
• Metric-Driven Mindset: Hands‑on mastery of CS metrics (monitoring, targeting, and optimizing KPIs that support scale, efficiency, accuracy, and reduced training cycles).

The successful candidate will be rewarded with a competitive compensation package (base salary +/-$110,000), a great work environment, and long-term growth opportunities.