Director, Customer Operations

4 weeks ago

Vaughan, Canada 407 ETR Full time
The Director of Customer Operations

The Director of Customer Operations will lead the Customer Service Operation and will be responsible for executing business tactics that will improve the customer experience across all platforms. The experienced leader will inspire and develop the Customer Operations management team who support the employees serving our customers.

Reporting Relationship
  1. Vice President, Customer Operations
  2. Customer Operations Managers
  3. Human Resources Business Partner
Responsibilities
  1. Develop and execute plans to achieve annual department objectives that align with corporate targets and strategies.
  2. Own all digital contact; lead and deliver continual improvement and development of the multi-channel/omnichannel proposition.
  3. Develop highly effective, influential relationships internally and externally at all levels.
  4. Work with peers, the board and key stakeholders to research, identify and capture new digital opportunities across the business and to provide recommendations which will deliver improved performance and/or a reduction in costs.
  5. Implement and support employee programs to increase engagement, recognition, career development.
  6. Act as a lead on labor and employee relations matters including performance management, progressive discipline and terminations and resolution with the bargaining unit.
  7. Provide leadership, motivation, coaching and development of staff in a team-based environment.
  8. Collaborate with the Customer Operations leadership group to ensure optimal staffing levels are in place to meet KPIs.
  9. Support operational efficiencies and process improvement; maintain Key Performance Indicators and deliver technology enhancements.
  10. Tactically introduce processes and support corporate policies through internal meetings with management, and ensure that a DEI approach is integrated in process and practices.
  11. Maintain high customer and employee satisfaction: manage customer and employee satisfaction through survey results.
  12. Budget and forecast for annual and long-term budgets.
  13. Work with Workforce Management group to ensure accurate forecasting of contacts, oversee recruitment, staff scheduling and efficiency of resource deployment to meet customer service access target.
  14. Prepare monthly and annual progress and status reports, and employee performance evaluations.
  15. Develop annual strategic direction for staff and strategic planning with Customer Operations.
  16. Ability to lead and support technology-based projects and initiatives.
Qualifications

BA / BS in a related field or equivalent experience.
Proven track record of developing strong relationships with stakeholders including Executive Leadership Team, Labour Union Representatives, Board Members.
5-10 years of experience in an operational or customer success role.
A mindset of innovation to customer service and a digital strategy.
Proven knowledge and experience in forecasting, budgeting, workforce planning, coaching and performance management programs.
Excellent leadership and coaching skills
Strong interpersonal, communication, presentations skills, project management and conflict resolution skills.
Well-developed methodology skills.
Knowledge of organizational change management;
Desire for personal/professional growth and development;
Superior problem-solving abilities.
Bilingual French optional

Our Offer
  • 407 ETR usage (taxable benefit)
  • Competitive salary, bonus structure
  • Competitive vacation package
  • Community culture
  • Continued education budget
  • Expect excellence: Collaborative team, learn, and grow with a high-performance team.

About 407 ETR
Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.
On Highway 407 ETR, we offer peace of mind and a fast, safe and reliable trip. That’s why millions of drivers rely on Highway 407 ETR to get around the GTA. Every driver we serve is one less vehicle on a congested alternate route, giving drivers more time for the things that matter most.
407 International Inc. is the sole shareholder of 407 ETR and is owned by:

  • Canada Pension Plan Investment Board (CPP Investments) through indirectly owned subsidiaries (50.01%);
  • Cintra Global S.E. which is a wholly owned subsidiary of Ferrovial S.A. (43.23%);
  • SNC-Lavalin (6.76%).
We’re a majority Canadian owned company and employ over 460 Ontarians. Learn more at 407etr.com #J-18808-Ljbffr

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