Director, Customer Experience

**Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer's homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people's careers.

Come and join one of North America's largest home and commercial services and energy solutions companies We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.
Role:
Director, Customer Experience – Shared Services**
Status: Full-Time, Regular

Reports to: Vice President - Call Centre and Customer Experience

Location: Markham*
*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 needs.
• 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

• Bachelor's degree required; Master's preferred.
• 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 take into account the applicant's accessibility needs due to disability and are available upon request.