Sr. Customer Experience Manager (CA)

PointClickCare; Mississauga; On-site; CAD 90,000 - 140,000; Full time

Benefits offered by this job

Benefits starting from Day 1

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support Programs

Job summary

PointClickCare is seeking a Senior Customer Experience Manager to define, govern, and measure the end-to-end customer experience in collaboration with the Customer Experience Director and multiple stakeholders. You will influence cross-functional teams, oversee research projects, and translate insights into strategic actions to improve CX in a SaaS healthcare platform.

Ideal candidates bring 7+ years in marketing research, strong Excel/PowerPoint/Power BI skills, and a healthcare-focused

Qualifications

• 7 years hands-on experience within marketing research defining and implementing CX measurement protocols.
• Ability to influence business objectives to improve the customer experience.
• Developed analytic skills with ability to use data to influence others.

Responsibilities

• Define, govern and measure the end-to-end customer experience.
• Influence others to adopt a different POV and mitigate objections.
• Oversee adhoc quantitative and qualitative research projects with direction and coaching.
• Solve complex issues requiring in-depth evaluation of data and situations.
• Apply insights to long-term strategic business issues as well as day-to-day challenges.
• Collaborate across stakeholders in PointClickCare to drive CX improvements.

Skills

Marketing research

CX measurement

Data analysis

Strategic thinking

Influence & communication

Cross-functional collaboration

Education

Bachelor's degree in business, mathematics, or the sciences

Tools

Excel

PowerPoint

Power BI

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.To learn more about PointClickCare, check out Life at PointClickCareand connect with us on Glassdoor and LinkedIn.

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.

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

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 [e-mail] 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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