Customer Experience Director

7 days ago

Ottawa, Ontario, Canada Rebel Full time $90,000 - $120,000 per year

Location: Ottawa, Ontario
Reports to: CEO 


About Rebel

Rebel has been helping people claim their corner of the internet since 1999. We're on the cusp of a major rebuild; modern stack, cleaner UX, security by default and we're honest about the rough edges we need to fix. If you'd rather ship than sit in meetings; if untangling gnarly systems, simplifying renewals, and making customers smile sounds like a good day's work, you'll like it here. This isn't a beige enterprise treadmill. It's a hands-on, high-leverage role to help turn a trusted 25-year brand into the internet's most human, competitive registrar.


About the Role

The Director, Customer Experience (CX) Operations sets the CX vision and brings it to life—translating our brand promise and strategy into a clear, end-to-end experience for customers. Beyond efficiency and automation, this role defines what kind of experience we're building and how it shows up across every touchpoint.

You'll lead and optimize CX strategy, ensure seamless service delivery, and drive operational excellence. You'll also oversee support operations, AI-powered assistance, and omnichannel engagement—aligning initiatives with business goals and the brand we stand for. The ideal candidate is a data-driven leader who can scale operations, deepen digital support capabilities, and measurably lift customer satisfaction while keeping the experience unmistakably "us."

 

Key Responsibilities

Strategic Leadership

As part of the leadership team, you'll work with senior leaders to craft the CX vision and design the experience we aim to deliver.Lead CX operations and develop strategies that improve engagement, satisfaction, and retention.Scale support through AI, automation, and process improvements.Monitor performance against KPIs to meet service and business goals.Partner with Product, Engineering, Marketing, and Support leadership to align strategy.Process & Operational ImprovementReview end-to-end customer journeys, identify friction points and document the "right way" to handle both common and exception casesOverhaul Zendesk so it's more than a ticket bucket. Standardize how requests come in, improve routing and priorities, and set clear rules so important issues don't get lost. Standardize how we talk to customers. Implement our brand TOV while ensuring simple, plain language that explains technical issues without jargon.

Knowledge Base

Build and drive the process and roadmap to establish the knowledge base as the single source of truth, with clear ownership and regular review cycles.Hold the team accountable for keeping content accurate, expanding, and useful for both agents and customers.Position the knowledge base as the foundation for self-service and AI-driven support.

Technology, Innovation & AI Automation

Oversee the safe rollout of AI-driven support tools and automation.Ensure AI relies only on trusted, up-to-date KB content, with human fallback.Continuously improve automation to reduce rework and scale support.Define the roadmap for digital self-service and in-product help.Evaluate and implement new CX technologies.

Governance & Enablement

Define and manage Service Level Objectives (SLOs) across tiers and issues.Put in place governance linking KB, AI, and automation to ensure safety and consistency.Standardize customer communication policies and escalation practices.Track CX performance frameworks (SLOs, bug freshness, refund rates, self-serve adoption).

Insights & Improvement

Use data and customer insights to guide strategy and investments.Provide executive-level reporting on CX health and efficiency gains.Build feedback loops that shape product roadmaps and customer journeys.


Qualifications

8+ years in CX, support operations, or transformation leadershipPost-secondary education in Business, Communications, Information Systems, Computer Science, or Service Design/Design Thinking. Other relevant fields will also be considered.Proven record in scaling operations and leading digital change.Experience with help desk platforms (Zendesk preferred) and automation tools.Strong analytical, strategic, and executive communication skills.

Preferred

Experience in tech-driven CX environments (SaaS, hosting, or digital platforms).Experience or familiarity with; Domain names, DNS settings, web hosting environments (Plesk, FTP, SSL, etc.), website troubleshooting (e.g., browser issues, CMS platforms like WordPress), email configuration and support.Familiarity with enterprise/tiered support models and monetized services.Background in governance, compliance, or risk management within CX.What We OfferOpportunity to shape the future of a proudly Canadian brand in a competitive global industry.Autonomy and ownership to build strategies from the ground up.A collaborative, supportive, and entrepreneurial culture.Competitive salary and benefits.

  • Customer Service Director

    1 week ago

    Ottawa, Ontario, Canada GoFor Full time $120,000 - $180,000 per year

    About Gofor Delivers Inc.Gofor Delivers Inc. is a leading last-mile logistics provider, delivering exceptional appliance and non-appliance services with a focus on care and collaboration. With a commitment to innovation and service excellence, we're rethinking the last mile to better serve customers. Learn more at Let's Deliver Better, Together.General...

  • Customer Experience Advisor

    1 week ago

    Ottawa, Ontario, Canada House of Bikes Full time $60,000 - $80,000 per year

    About the CompanyHouse of Bikes is one of Canada's fastest-growing e-bike dealers, known for premium products, meticulous service standards, and a boutique customer experience.We are seeking aCustomer Experience Advisorto expertly guide customers in person at our showroom as well as by phone and online. You will support model selection, test rides, and...

  • Customer Experience Associate

    2 weeks ago

    Ottawa, Ontario, Canada TD Full time $23 - $28

    Work Location:Stittsville, Ontario, CanadaHours:15Line of Business:Personal & Commercial BankingPay Details:$ $28.33 CADTD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have...

  • Customer Experience Representative

    7 days ago

    Ottawa, Ontario, Canada Indigo Books & Music Full time $45,000 - $65,000 per year

    Company Description This is a permanent role and requires ongoing varied availability, including at least 3 days of 6 a.m. availability, as well as a mix of days/evening/weekends. You must be available for at least 1 full weekend day (either Saturday or Sunday) and able to close at least 1 other day each week (9:30pm closes). Successful candidates will...

  • Customer Experience Representative

    2 weeks ago

    Ottawa, Ontario, Canada National Car Rental Full time $35,000 - $55,000 per year

    OverviewThe Enterprise brand of Enterprise Mobility has an exciting opportunity for a Customer Experience Representative (CXR). The Customer Experience Representative will provide a high level of customer service by assisting both internal and external customers, primarily face-to-face, supporting their branch and rental needs. The CXR will gain knowledge...

  • Customer Experience Representative

    7 days ago

    Ottawa, Ontario, Canada Indigo Books & Music Full time $40,000 - $60,000 per year

    Company Description This is a permanent role and requires ongoing varied availability, including at least 3 days of 6 a.m. availability, as well as a mix of days/evening/weekends.  You must be available for at least 1 full weekend day (either Saturday or Sunday) and able to close at least 1 other day each week (9:30pm closes).   Successful candidates...

  • Manager, Customer Experience Trainee

    1 week ago

    Ottawa, Ontario, Canada TD Full time $59,500 - $84,000 per year

    Work Location:Ottawa, Ontario, CanadaHours:37.5Line of Business:Personal & Commercial BankingPay Details:$59,500 - $84,000 CADTD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices...

  • Customer Experience Program Manager

    2 weeks ago

    Ottawa, Ontario, Canada Barracuda Networks Inc. Full time $72,000 - $115,000

    About the Role  We are seeking a strategic and execution-focused Program Manager to lead transformational initiatives within our Customer Success organization. This role is pivotal in driving client success, retention, and satisfaction by managing complex customer and partner programs and ensuring alignment across cross-functional teams. You'll work...

  • Customer Experience Program Manager

    7 days ago

    Ottawa, Ontario, Canada Barracuda Networks Full time $72,000 - $115,000 per year

    Job ID 26-363   Come join our passionate team Barracuda is a leading cybersecurity company providing complete protection against complex threats. Our platform protects email, data, applications, and networks with innovative solutions, and a managed XDR service, to strengthen cyber resilience. Hundreds of thousands of IT professionals and managed service...

  • Customer Experience Program Manager

    3 days ago

    Ottawa, Ontario, Canada Barracuda Networks Full time $72,000 - $115,000 per year

    Description Job ID 26-363   Come join our passionate team Barracuda is a leading cybersecurity company providing complete protection against complex threats. Our platform protects email, data, applications, and networks with innovative solutions, and a managed XDR service, to strengthen cyber resilience. Hundreds of thousands of IT professionals and managed...