Head, customer office strategy & execution

Xplore Inc.; Markham; On-site; CAD 100,000 - 130,000; Full time

Job summary

A leading Canadian telecommunications company is seeking a Head of Customer Office Strategy & Execution. This role is vital for transforming customer engagement across Canada, where the successful candidate will lead strategic initiatives and provide analytical insights. Ideal candidates should have extensive experience in business strategy and operations, along with strong analytical and communication skills. The position offers a unique opportunity to influence the customer journey through innovative approaches and data-driven decisions.

Benefits

Accessible environment accommodations

Opportunity for professional growth

Qualifications

• 7-10+ years of experience in business consulting, strategy, operations, or business management.
• Strong analytical and problem-solving capability.
• Exceptional presentation and communication skills.
• Experience with customer experience analytics or operational excellence methodologies.

Responsibilities

• Partner with Customer Leadership Team to translate strategic priorities into measurable plans.
• Lead annual budgeting for the Customer Office.
• Prepare data-driven insights and executive materials for presentations.
• Support cross-functional projects focused on simplification and digital-first CX.

Skills

Analytical capability

Problem-solving skills

Presentation skills

Communication skills

Education

Bachelor’s degree in Business, Engineering, Economics, or related field

MBA or similar advanced degree

Tools

PowerPoint

Job description

The Head, Customer Office Strategy & Execution is a critical strategic and executional partner to the Chief Customer Officer (CCO), supporting the transformation of how we serve, support, and connect customers across Canada. This role ensures focus, discipline, and analytical rigor across all areas of the Customer organization including Customer Experience, Digital Innovation, Care and Service Delivery, Installation Operations, and Operational Excellence. The individual will lead strategic initiatives, drive executive reporting, and strengthen alignment across functions. They will provide analytical insight, prepare high-impact presentations, and ensure the smooth day-to-day operation of the Customer Office.

Key responsibilities include:

• Partner with the CCO and Customer Leadership Team to translate strategic priorities into measurable plans with clear KPIs and milestones.
• Lead and coordinate the annual budgeting process for the Customer Office, ensuring alignment with strategic priorities, resource planning, and financial targets; provide analytical support to assess the impact of key initiatives and guide investment decisions.
• Prepare data-driven insights and executive materials for ELT, Board, other key presentations.
• Lead business case development and scenario analysis for customer experience, digital, and operational transformation initiatives.

Executive Communication & Alignment

• Develop and refine high quality decks, talking points, and briefings that clearly articulate strategic narratives and results.
• Coordinate and synthesize input from leaders across the Customer organization to produce cohesive updates.
• Support the CCO in preparing for ELT discussions, townhalls, and customer impact reviews.
• Serve as the central coordination point for follow-ups, key decisions, and management action tracking across the Customer Office.

Operational Rhythm & Governance

• Drive the CCO’s operating rhythm: leadership meetings, quarterly reviews, and transformation program checkpoints.
• Establish dashboards and scorecards to track operational health, service delivery, and CX performance.
• Partner with Finance, HR, and CCO teams to monitor budget, headcount, and resource plans.
• Ensure follow-through and accountability across projects and initiatives.

Cross-Functional Leadership and Strategic Initiatives

• Work closely with peers across Network, Marketing, Product, Digital, Finance, and Technology to align on customer-impacting priorities.
• Serve as a strategic integrator, connecting and leading teams and initiatives to ensure alignment, momentum, and impact across the Customer Office.
• Support cross-functional projects focused on simplification, reducing cost to serve, and digital-first CX service models.
• Support operational excellence efforts including continuous improvement, process redesign, and automation pilots.

The ideal candidate will possess:

• 7-10+ years of progressive experience in business consulting, strategy, operations, or business management, ideally within a consulting telecommunications, financial services, utilities or another large-scale organization.
• Strong analytical and problem-solving capability with the ability to interpret complex operational and financial data.
• Exceptional presentation and communication skills; expert-level proficiency in PowerPoint and executive storytelling.
• Proven success managing multiple strategic initiatives and tight deadlines.
• Experience with customer experience analytics, digital innovation programs, or operational excellence methodologies an asset.
• Bachelor’s degree in Business, Engineering, Economics, or related field; MBA or similar advanced degree preferred.

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process.

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.

Company Overview:

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.