Manager, Customer Solutions (12 Month Contract)

407 ETR; Vaughan; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading company in the Greater Toronto Area is seeking a Customer Experience Solutions Manager to drive transformative improvements in customer experience. The role involves collaboration with various departments to enhance operational efficiency and support a data-driven customer channel strategy. Candidates should possess a blend of strong analytical skills, vendor management experience, and a passion for customer service.

Benefits

Equitable and inclusive work environment

Ongoing training and awareness programs

Support for disabilities or protected grounds

Qualifications

• 3-5 years of experience in customer experience, operations, or vendor management roles.
• Strong understanding of contact center operations and digital engagement.
• Excellent communication and analytical skills.

Responsibilities

• Lead initiatives to resolve customer concerns across digital and physical channels.
• Collaborate with cross-functional teams to implement customer experience improvements.
• Monitor customer feedback and drive continuous improvement.

Skills

Customer journey mapping

Vendor management

Operational efficiency

Analytical skills

Problem-solving skills

Communication

Education

Bachelor’s degree in Business, Marketing, IT, or related field

Tools

CRM platforms

Lean methodologies

Job description

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Manager, Customer Solutions (12 Month Contract)

Apply locations Woodbridge, Ontario time type Full time posted on Posted 13 Days Ago job requisition id JR100952

Position Summary:

The Customer Experience Solutions Manager is responsible for driving transformative improvements in customer experience across all touchpoints. This role focuses on identifying and resolving customer concerns, enhancing operational efficiency through lean and automation practices, and supporting a data-driven customer channel strategy. The ideal candidate will bring a strong understanding of vendor management, contracts, and IT systems, and will collaborate cross-functionally to deliver seamless, customer-centric solutions.

Position Responsibilities:

• Lead initiatives to identify and resolve customer concerns across digital and physical channels.

• Collaborate with IT, Marketing, Customer Operations, and vendor partners to implement CX improvements.

• Evaluate customer journeys and contact drivers to guide channel strategy and reduce friction.

• Support contract and vendor management processes to ensure alignment with CX goals.

• Apply lean methodologies and automation tools to streamline customer-facing processes.

• Monitor and interpret customer feedback, NPS, and other CX metrics to drive continuous improvement.

• Partner with internal teams to ensure consistent brand experience and service delivery.

• Document and escalate systemic issues affecting customer experience, ensuring timely resolution.

• Stay current on CRM technologies, industry trends, and best practices in customer experience.

• Facilitate digital adoption and enhance self-service capabilities (e.g., IVR, chatbots, online portals).

• Analyze customer feedback on product ranges and new releases, as well as prepare reports.

• Perform tests, evaluate delivered changes and customer support services, and drive enhancements.

• Document processes and log technical issues, as well as customer compliments and complaints.

Qualifications:

• Bachelor’s degree in Business, Marketing, IT, or a related field.

• Minimum 3–5 years of experience in customer experience, operations, or vendor management roles.

• Strong understanding of customer journey mapping, contact center operations, and digital engagement.

• Familiarity with contract structures, vendor SLAs, and procurement processes.

• Working knowledge of IT systems, CRM platforms, and Customer Journeys.

• Experience ensuring compliance with regulations such as Privacy, Security etc.

• Proven ability to lead cross-functional initiatives and manage multiple stakeholders.

• Excellent communication, analytical, and problem-solving skills.

• Experience facilitating, engaging, and communicating with stakeholders and subject matter experts.

• Strong attention to detail and a commitment to quality service, high responsiveness, with good analytical and problem-solving abilities. Can operate autonomously and proactively seek out solutions to problems.

About 407ETR:

Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.

407 International Inc. is the sole shareholder of 407 ETR and is owned by:

• Cintra Global S.E. which is a wholly owned subsidiary of Ferrovial S.A. (48.29%);

• Canada Pension Plan Investment Board (CPP Investments) and other institutional investors (44.20%); and

• Public Sector Pension Investment Board (PSP Investments) (7.51%)

Note:At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole.

Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive.

Accommodation for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.