Manager, Customer Assistance Centre

Mazda Canada Inc.; Richmond Hill; Hybrid; CAD 70,000 - 100,000; Full time

Job summary

Mazda Canada Inc. is seeking a Manager for its Customer Assistance Centre. The ideal candidate will lead a team, enhance operational performance, and drive customer satisfaction. Applicants with a post-secondary education in Business Management and experience in customer service management are preferred. A passion for automotive and excellence in service delivery is essential.

Qualifications

• 3-5 years of experience in a contact center as a supervisor or manager.
• Bilingual skills (FR/EN) is an asset.
• Strong business acumen and problem-solving skills.

Responsibilities

• Lead recruitment, training, and development of the Customer Assistance Centre.
• Analyze trends to improve operations and customer satisfaction.
• Manage the Customer Assistance Plan goodwill budget.

Skills

Communication

Leadership

Problem Solving

Team Building

Time Management

Customer Satisfaction

Education

Post-Secondary Education in Business Management or related field

Job description

Job Category: Customer & Brand Experience

Requisition Number: MANAG001022

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• Posted : May 29, 2025
• Full-Time
• Hybrid

Locations

Showing 1 location

Description

Work Arrangement: #LI-Hybrid (Home Office/Richmond Hill Office)

At Mazda, we love sharing the beautiful machines we craft with the world. But even more, we love building relationships with the people who help make it all possible. We are a team of passionate car fanatics with an incurable love affair with the road. We continually strive to challenge the status quo and make it our mission to put people, quality, and experiences before transactions. If you possess an unwavering commitment to delivering service excellence and a strong desire to shatter industry stereotypes, Mazda Canada is looking for you.

Reporting to the National Manager, Customer Journey, the Manager, Customer Assistance Centre will have full responsibility for all elements of the day-to-day operations of the Customer Assistance department in the handling of customers. The Manager, Customer Assistance Centre will pursue initiatives to enhance the overall performance of the Customer Assistance department, whether through the adjustment of processes or the implementation of new technology to improve department Service Level objectives and retain customer satisfaction.

Essential Duties include (but are not limited to):

LEADERSHIP AND TEAM MANAGEMENT

• Strategic leadership of the Customer Assistance Centre (CAC):
  • Lead role in recruiting, training, coaching and development, and overseeing the CAC.
  • Provide support to the team to ensure the Mazda in Canada Common Purpose and Quality Standards are applied.
  • Provide support on individual customer concerns to offer insights and knowledge, along with direction as to where to find information to ensure customer concerns are handled within company Policies and Procedures.
  • Monitor service request file activity to ensure resolution progress is being attained.
  • Conduct weekly operations meetings and customer concern reviews.
  • Support corporate DEI initiatives by embedding respectful communication standards and inclusive hiring/training practices into the CAC environment and champion a culture of inclusion and equity within the CAC team.

PLANNING AND STRATEGY

• Work directly with Mazda North American Operations (MNAO) IT Siebel support team to identify system enhancements and desired outcomes.
• Review current processes for areas of improvement and develop innovative new processes.
• Analyze trends and identify root cause issues, leading actions to improve operations.
• Evaluate volume forecasts and define necessary future staffing needs:
  • Collaborate with the Supervisor on forecasts and current performance.
  • Define projected volume changes based on the introduction of new models, new products, recalls, and items which affect volumes.
  • Lead the integration and performance optimization of omnichannel customer service tools (e.g., email, live chat, social media, mobile app support).
  • Define and monitor channel-specific KPIs to drive service level consistency.
  • Establish escalation protocols and staff readiness plans for handling high-volume events such as vehicle recalls, product launches, etc. with internal departments and stakeholders.
  • Conduct regular scenario-based training to simulate high-pressure case management and messaging alignment.

BRAND EXPERIENCE

• Manage the Customer Assistance Plan (CAP) goodwill budget:
  • Ensure coaching and empowering the CAC on the application and usage of CAP.
  • Manage the annual CAP budget in collaboration with the Warranty Operations team.
• Manage Vehicle Buybacks:
  • Collaborate with the CAC Specialist, Sales on the handling of customer, retailer, and MCI internal department buyback requests.
• Collaborate with internal teams to define CAC's role in supporting connected vehicle services and subscription lifecycle (activation, cancellation, troubleshooting) as well as future in-car/out-car technologies.
• Partner with CX team to translate Voice of Customer (VoC) data into operational improvements.

Qualifications (Experience, Knowledge & Skills Required):

• Post-Secondary Education in Business Management, or a related field.
• 3 - 5 years of experience working in a Contact Centre environment as a supervisor or manager in an automotive related field is preferred.
• Training and understanding of applying Erlang C principles to workforce management is preferred.
• Bilingual language skills (FR/EN) is an asset.
• Proven proficiency in identifying, diagnosing, resolving problems at all levels and complexity, prioritizing critical issues, and identifying departmental needs.
• Strong communication and leadership skills; interpersonal and team building skills.
• Ability to create and maintain an environment where employees are engaged and committed to achieving objectives, effective time management, and prioritize work in a fast-changing environment.
• Passion for high performance; supports and encourages the team to consistently achieve excellence.
• Ability to influence and work with a diverse team who are predominantly remote to drive consistent improvement and raise customer satisfaction.
• A strong automotive technical or retail operational background is an asset.
• Possesses a strong business acumen with the ability to contribute to the development and execution of strategic plans.

Mazda Canada Inc. is an Equal Opportunity Employer and upon request by the applicant, accommodations will be provided in all parts of the hiring process.

Mazda Canada Inc. is an Employer Partner of the Canadian Center for Diversity and Inclusion, Diversio, Empowering Auto Conference and Equitek Employment Solutions. Our Charity Partners are Indspire and Pathways to Education.

Mazda Canada Inc. is a proud recipient of the Top 100 Greater Toronto Area Employers for 10 years consecutively.

Thank you for your interest in this position!