Remote Sr. Customer Experience Manager (CA)

PointClickCare; New Westminster; Hybrid; CAD 100,000 - 112,000; Full time

Benefits offered by this job

Benefits starting from Day 1

Retirement plan matching

Flexible paid time off

Wellness support programs

Parental & caregiver leaves

Fertility & adoption support

Continuous development support

Employee assistance program

Allyship and inclusion communities

Employee recognition

Job summary

PointClickCare is seeking a Senior Customer Experience Manager to partner with the Customer Experience Director and cross‑functional teams to define, govern, and measure end‑to‑end customer experience across our healthcare platform.

The role emphasizes influencing business objectives, applying insights to strategic issues, and leading CX measurement initiatives using data analytics and BI tools. Hybrid work options and a comprehensive total rewards package are available across Canada.

Qualifications

• 7 years hands-on experience within marketing research defining and implementing CX measurement protocols.
• Demonstrated ability to influence business objectives to improve the customer experience.
• Developed analytic skills with ability to use data to influence others.
• Ability to apply insights to long-term strategic business issues as well as day-to-day business challenges.
• Expertise with Excel, PowerPoint, and Power BI.
• Bachelor's degree in business, mathematics, or the sciences.

Responsibilities

• Influences others to adopt a different POV. Anticipates potential objections and influences others to mitigate concerns or challenges.
• Oversee adhoc quantitative and qualitative research projects using a variety of research techniques, providing day‑to‑day direction and coaching to internal and external resources.
• Solves complex issues or problems where analysis of situations or data requires an in‑depth evaluation.
• Integrates best practices in a discipline with others and/or applies advanced technical skills.

Skills

CX measurement

Influence business objectives

Data analysis

Strategic insights

Communication

Education

Bachelor's degree

Tools

Power BI

Excel

PowerPoint

Job description

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder‑led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.

With the largest long‑term and post‑acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work.

At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human‑first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision‑making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.

Join us in redefining healthcare — so it doesn’t just survive, it thrives.

Travel to Office expectations

For Remote Roles: If this role is remote, there will be in‑office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi‑annual and annual team meetings.

For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi‑weekly/monthly events in the office with your specific team. This is a requirement for this role.

Position Summary

The Senior Customer Experience Manager will work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare to define, govern and measure the end‑to‑end customer experience.

Key Responsibilities

• Influences others to adopt a different POV. Anticipates potential objections and influences others to mitigate concerns or challenges.
• Actions and advice typically impact the quality and effectiveness of the team or a group of internal or external customers in the short‑term
• Oversee adhoc quantitative and qualitative research projects using a variety of research techniques, providing day‑to‑day direction and coaching to internal and external resources.
• Solves complex issues or problems where analysis of situations or data requires an in‑depth evaluation
• Integrates best practices in a discipline with others and/or applies advanced technical skills

Required Skills & Qualifications

• 7 years hands‑on experience within marketing research defining and implementing CX measurement protocols
• Demonstrated ability to influence business objectives to improve the customer experience
• Developed analytic skills with ability to use data to influence others
• Ability to apply insights to long‑term strategic business issues as well as day‑to‑day business challenges
• Expertise with Excel, PowerPoint, and Power BI
• Bachelors degree in business, mathematics, or the sciences

Preferred Experience

• Understanding of the healthcare industry
• Previous experience working successfully in a SaaS organization

$100,000 – $112,000 a year

At PointClickCare, base salary is one of the many components that make up our total rewards package. The Canada base salary range for this position is $100,000 – $112,000 + bonus + benefits, non‑overtime eligible. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all Canada locations. Within the range, individual compensation is determined by job‑related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.

PointClickCare Benefits & Perks

• Benefits starting from Day 1!
• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs and Resources
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Continuous Development Support Program
• Employee Assistance Program
• Allyship and Inclusion Communities
• Employee Recognition … and more!

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.

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PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.