National Customer Experience Leader - Remote Role

Bilinguallink; Markham; Remote; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Salary & Profit Sharing

Health Spending Account

RRSP Plan

Professional Development

Holiday Shutdown

Summer Fridays

Job summary

O’Dell HVAC Group is seeking a National Customer Experience Manager to design and implement a consistent customer-experience model across all Canadian regions. You will drive process improvements, align departments, and champion customer-centric practices with regional and national leaders.

This position is fully remote for candidates based in the Calgary, Alberta area, with potential future hybrid or office-based work as the company expands in Alberta and the Prairies.

Qualifications

• 5+ years in customer experience, service ops, or related fields.
• Experience improving processes across departments or locations.
• Ability to build structure, workflows and accountability in growing org.
• Experience with CRM, ticketing, or CS platforms.
• Experience with Zendesk, Shopify, NetSuite or similar systems is a plus.
• Experience in B2B, wholesale, HVAC or construction environment is a plus.
• Strong PM, communication and problem-solving skills.
• Ability to influence across departments without direct reporting authority.

Responsibilities

• Develop and implement a national customer-experience model across branches and regions.
• Assess how inquiries are managed and identify gaps or inconsistencies.
• Establish service standards, ownership, routing and escalation for all channels.
• Coordinate employees across departments for coverage and continuity.
• Reduce missed calls, transfers, delays and unowned issues.
• Lead assessment and rollout of future inbound-call and CS platforms.

Skills

CX Strategy

Process Improvement

Cross-functional Collaboration

Project Management

Influence Across Teams

Communication Skills

French language (asset)

Tools

Zendesk

Shopify

NetSuite

Job description

O’Dell HVAC Group is seeking a National Customer Experience Manager to design and implement a consistent customer-experience model across all Canadian regions. You will drive process improvements, align departments, and champion customer-centric practices with regional and national leaders.

This position is fully remote for candidates based in the Calgary, Alberta area, with potential future hybrid or office-based work as the company expands in Alberta and the Prairies.