Director, Customer Experience

Director, Customer Experience - Shared Services Enercare Inc. is one of Canada’s largest home and commercial services companies, providing leading products and services in heating, cooling, plumbing, electrical, water heating and water purification. Our purpose is to provide energy‑efficient products and services to our customers so we can take action for a greener tomorrow, starting in our homes and buildings. We believe strongly in the health, safety and wellness of our people. Enercare is a place where careers are made. We take pride in caring for and continually striving to make a positive impact in the communities we operate in. In our values and ambitions we embrace change and support our team members along the way. Nationally, Enercare Inc. operates under several brands including Enercare, Service Experts, HydroSolution, Pioneer Plumbing & Heating, and Syles Mechanical Services, servicing Canadians in Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. We are united through our joint commitment to excellent customer service to the Canadians we service every day, and our mission to contribute to a resilient, sustainable future. Enercare Inc. is wholly owned by Brookfield Infrastructure Partners LP (“Brookfield”), a global leader in the management of alternative assets across real estate, infrastructure, renewable power, and private equity. Summary The Director of Customer Experience – Shared Services is a strategic leadership role responsible for driving excellence across Enercare’s customer operations. This includes oversight of the Service Call Centre queue, department‑wide training programs, and quality assurance initiatives. The role ensures alignment of shared services with customer‑centric goals, operational efficiency, and continuous improvement across all customer‑facing functions. Responsibilities Lead the Service Call Centre queue operations, ensuring optimal staffing, performance, and customer satisfaction. Partner with Workforce Management (WFM) to align capacity planning with financial forecasts and service level targets. Monitor call drivers and collaborate with digital and field teams to reduce friction and improve resolution rates. Oversee training strategy and execution for all customer operations teams, including onboarding, upskilling, and compliance. Develop and maintain a centralized training framework that supports consistency, scalability, and adaptability across service lines. Collaborate with senior managers to ensure training aligns with evolving business. Lead the Quality Assurance team in implementing the CURE framework (Customer‑centricity, Understanding, Resolving, Empathy). Own CSAT, FCR, and NPS metrics across all channels, ensuring alignment with corporate strategy. Drive coaching, recognition, and accountability programs to reinforce customer‑centric behaviors. Develop feedback mechanisms back into Training teams to create targeted training pathways for agents to enable customer service excellence. Qualifications 10+ years of experience in customer operations, including leadership of training, quality, and call centre teams. Proven success in vendor management, financial forecasting, and process improvement. Strong strategic planning and analytical skills. Expertise in customer experience frameworks and quality assurance methodologies. Excellent communication, coaching, and stakeholder engagement abilities. Ability to thrive in a fast‑paced, evolving environment. Certified Customer Experience Professional (CCXP) or equivalent. Lean Six Sigma or PMP certification is an asset. Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will be taken into account the applicant’s accessibility needs due to disability and are available upon request. Richmond Hill, Ontario, Canada #J-18808-Ljbffr