National CX Lead — Remote Canada

Bilinguallink; Quebec; Remote; CAD 110,000 - 140,000; Full time

Benefits offered by this job

Competitive Salary & Profit Sharing

Health Spending Account & RRSP Plan

Professional Development

Holiday Shutdown

Summer Fridays

Job summary

O’Dell HVAC Group, a Canada-wide equipment partner, seeks a National Customer Experience Manager to design and lead a consistent CX model across regions. This role is hands-on, driving process improvements and cross-functional collaboration to deliver human, scalable customer experiences.

The position is fully remote for now, with a Calgary base and potential future hybrid or office arrangements in Calgary and the Prairies.

Qualifications

• 5+ years in customer experience or related field.
• Experience improving cross-department processes.
• Ability to build structure and accountability in growing org.
• Experience with CRM or ticketing platforms.
• Experience with Zendesk, Shopify or NetSuite is an asset.
• B2B, distribution, wholesale or HVAC/ construction experience is an asset.
• Strong project management and communication skills.
• Ability to influence across departments without direct reports.
• French language ability is an asset.

Responsibilities

• Develop and implement a national customer-experience model.
• Assess inquiries handling across departments and identify gaps.
• Establish service standards, ownership, routing and escalation.
• Coordinate employees for coverage across departments.
• Reduce missed calls, transfers, delays and unowned issues.
• Lead assessment and rollout of future inbound-call platform and software.
• Support integration of Zendesk with NetSuite, Shopify and other systems.
• Build workflows, reporting, training materials and knowledge base.
• Identify AI uses for routing, call summaries, after-hours intake, quality monitoring.
• Monitor performance and recommend process, technology and staffing improvements.
• Other duties as assigned.

Skills

Project management

Communication

Problem solving

Influence across departments

Process improvement

Tools

Zendesk

Shopify

NetSuite

Job description

O’Dell HVAC Group, a Canada-wide equipment partner, seeks a National Customer Experience Manager to design and lead a consistent CX model across regions. This role is hands-on, driving process improvements and cross-functional collaboration to deliver human, scalable customer experiences.

The position is fully remote for now, with a Calgary base and potential future hybrid or office arrangements in Calgary and the Prairies.