Lead customer experience initiatives at O'Dell HVAC Group as a National Customer Experience Manager. This role is fully remote yet requires Calgary-based candidates to improve service models across Canada. You will take on a hands-on role, focusing on the seamless integration of customer services across various departments.

This position involves developing a national model, assessing current customer inquiry management, and creating processes that enhance both efficiency and customer satisfaction. Collaborating with cross-functional teams, your impact will be felt throughout the organization as you advocate for customer-focused practices. Key Responsibilities:

- Design and implement a national customer experience strategy
- Evaluate management of customer inquiries for improvements




- Set explicit service standards and escalation protocols
- Ensure effective primary and backup coverage across departments
- Oversee service performance and escalations Requirements:
- At least five years of customer experience or related background
- Track record of improving customer service workflows
- Proven ability to influence without direct authority
- Familiarity with CRM and service platforms
- Experience in HVAC or construction sectors is a plus Shape the future of customer interaction at O'Dell HVAC Group through this impactful role.

📌 O'Dell HVAC Group National CX Manager (Calgary)
🏢 O'Dell HVAC Group
📍 Calgary