Manager, Customer Experience

Just HR is conducting a search for a Manager, Customer Experience for our Vancouver-based client. This exciting position is a highly collaborative role responsible for delivering a consistent, efficient, and positive end-to-end customer journey. The ideal candidate is passionate about customer service, process efficiency, and continuous improvement. This role oversees three core customer touchpoints:

1. Customer Contact Centre (CCC)—handles all retail and third-party customer requests.

2. Customer Care—manages escalated concerns and regulatory-related issues.

3. In-Journey Experience—ensures that customer-facing policies and procedures deliver a consistent and high-quality experience.

Working closely with cross-functional leadership teams, the Manager, Customer Experience helps shape and implement strategies to improve the customer experience across all channels. Our client is a dynamic, private equity-owned organization in the transportation sector. The company operates on a hybrid model with three days a week in the office based in Richmond, with plans to relocate all functions to downtown Vancouver later in 2025.

Responsibilities:

• Oversee day-to-day operations of the CCC, including support for third-party and direct customer inquiries.
• Ensure efficiency in booking and service request processes; provide staff with tools and training for optimal performance.
• Utilize technology to improve workflows and enhance customer interaction quality.
• Manage workforce scheduling to support demand during peak periods.
• Provide leadership and coaching to team members; set targets, monitor performance, and support career development.
• Oversee staff-related travel administration where applicable.

Customer Care

• Lead the team handling escalated customer concerns and service-related issues.
• Ensure timely and professional resolution of issues such as service disruptions, complaints, or policy matters.
• Monitor the quality of customer interactions to maintain service excellence.
• Analyze customer feedback and reports, translating insights into improvements or recommendations for policy and process changes.

• Collaborate with leadership to streamline the customer journey, standardize procedures, and integrate best practices.
• Support the development and execution of customer loyalty strategies.
• Ensure customer-facing practices remain compliant with applicable industry regulations.
• Partner with operations and digital teams to ensure a cohesive and seamless experience across physical and digital touchpoints.

Cross-Functional Initiatives and Projects

• Coordinate with other departments such as operations, marketing, and digital to align customer experience strategies with business goals.
• Represent the Customer Experience team in company-wide initiatives and provide customer insights to inform business decisions.
• Lead and contribute to customer-focused projects as needed.

Requirements:

• Bachelor's degree in business, communications, tourism, or a related field.
• Minimum of 5 years’ experience in customer service; at least 1 year in a leadership or supervisory role
• Experience in service-oriented sectors such as travel, hospitality, or retail is an asset.
• Proficiency in Microsoft Office and willingness to learn new systems.
• Strong leadership skills with experience managing teams through growth and change.
• Demonstrated ability to lead cross-functional collaboration and drive results.
• Sound judgment in resolving customer issues and supporting team performance.
• Excellent written and verbal communication skills for internal and external audiences.
• Experience drafting customer-facing policies and training documentation.
• Ability to analyze feedback and operational data to guide decisions and improvements.
• Strong organizational skills with the ability to manage competing priorities across teams and projects.

Remuneration:

• $100-110K base salary, bonus, competitive benefits programs. 

**Only candidates eligible to work in Canada will be considered**

Just HR is a specialized Human Resources recruitment and search firm with seven practice areas: General HR, Compensation & Benefits, Talent Acquisition, Learning & Organizational Development, Labour & Employee Relations, HRIS, Health & Safety.