Role Overview

The Customer Experience Manager provides hands-on leadership of daily Customer Experience service operations, ensuring the consistent delivery of high-quality service aligned with CityWest’s values and standards. As CityWest continues to grow and evolve, this role plays a key role in shaping and adapting the customer experience to meet the organization's changing needs. This leadership role is focused on sustaining operational excellence, supporting team performance, and effectively executing established strategies and service initiatives while maintaining a positive and productive work environment.

Key Accountabilities

- Lead and oversee day-to-day Customer Service operations to ensure efficient, consistent, and high-quality service delivery
- Provide leadership and support to the Technical Support team, ensuring coverage, performance, and consistent service delivery
- Execute established Customer Experience strategies, programs, and performance objectives
- Support budget adherence and resource planning in alignment with approved departmental budgets
- Provide strong leadership, coaching, and performance management to team members
- Recruit and support staff as required to maintain service levels throughout the term
- Monitor, analyze, and drive key performance indicators, including customer satisfaction, response times, and service quality
- Optimize scheduling and ensure adherence to daily, weekly, and monthly staffing plans
- Act as an escalation point for complex customer issues, ensuring timely and effective resolution
- Collaborate cross-functionally to support service delivery, issue resolution, and continuous improvement initiatives




- Maintain and reinforce Customer Service policies, procedures, and best practices
- Identify operational challenges and implement practical, timely solutions
- Foster a positive, inclusive team culture grounded in accountability, communication, and continuous improvement
- Ensure compliance with company policies, procedures, and Code of Conduct
- Participate in operational planning and provide input to leadership as required
- Travel to operational locations as needed to support team effectiveness and customer experience
- Perform other related duties as assigned

Qualifications & Experience

- Proven experience in a Customer Service leadership role, preferably in a fast-paced or service-oriented environment
- Robust leadership, coaching, and performance management skills
- Demonstrated ability to manage competing priorities and drive operational results
- Excellent communication, problem-solving, and interpersonal skills
- Experience using ERP, CRM, and customer service systems, with proficiency in Microsoft Office
- Experience working in a unionized environment is considered a solid asset, with an understanding of collective agreements

Pay: $80,000.00-$90,000.00 per year

Benefits:

- Company pension
- Dental care
- Extended health care
- Life insurance
- Paid time off
- Store discount
- Vision care
- Wellness program

Ability to commute/relocate:

- Terrace, BC V8G 2M4: reliably commute or plan to relocate before starting work (required)

Application question(s):

- How many years of experience managing in a unionized environment (or exposure to collective agreements)

Experience:

- Customer Service: 5 years (required)
- Leadership/management: 2 years (required)

Work Location: In person

📌 Customer Experience Manager (Canada)
🏢 CityWest Cable and Telephone
📍 Canada