Customer Excellence Enablement Manager - Ottawa

Our Mission:

Ontario Medical Supply is a Leading Distributor of medical equipment, supplies, and services for healthcare organizations and home healthcare clients across Ontario. Specializing in long term care, assisted living, retirement and home health care. Ontario Medical Supply is partnered for success with Royal Drugs. Royal Drugs is a healthcare company providing specialty pharmacy, infusion therapy, and retail pharmacy services. Together, we work towards supporting optimal health outcomes and better quality of life.
Come Join Our Team

Purpose:

The Customer Excellence (CX) Enablement Manager serves as a vital operational bridge across OMS Customer Experience teams. Reporting directly to the Senior Manager, this role is responsible for driving operational consistency, technical system administration, agent onboarding standardization, and frontline quality control.
Acting as operational support for senior management, the CX Enablement Manager resolves team-dynamic issues, software/system problems, and complex escalations while building the training and technical infrastructure needed to support rapid business growth and eventual ERP transitions.
Job Title: Customer Excellence Enablement Manager
Location: Ontario Medical Supply, Ottawa (1100 Algoma Road, Ottawa, ON K1B 0A3)
No. of Positions: 1
ATR: #5217
Salary: $70,000 - $80,000/year
Type: Full time, Permanent
This job posting is for an existing vacancy.

Job Responsibilities:

Operational Support & Secondary Escalation Layer
-Act as the definitive secondary layer of operational expertise for multi-site CX teams, standing between Team Supervisors and the Senior Manager.
-Resolve team-dynamic issues, system performance anomalies,



order entry roadblocks, and complex billing disputes. Liaise with other OMS and RD teams and assign responsibilities to resolve these issues within CX.
-Coach and empower Team Supervisors to independently manage day to day team dynamics and address performance issues.
Personnel Performance & Compensation Support
-Exercise direct oversight over new-hire milestone achievements, serving as the final approval for all probationary reviews.
-Conduct mandatory second-level reviews and calibrations on annual performance appraisals across CX teams.
-Act as the primary data-driven advisor to the Senior Manager on Tier-2/Tier-3 promotions, using objective metrics from Five9, emails, and CXI tools. Uses KPIs and available data to advise on longer term headcount requirements.
-Partner with HR and Supervisors to generate objective documentation (derived from Five9 data and email audits) for performance management, attendance issues, or coaching plans.
Training Architecture, Quality & Onboarding Ownership
-Own and standardize multi-site training and onboarding programs to support CX hiring strategies.
-Design and enforce a gatekeeping verification framework, including practical "exams" and skill checkboxes.
-Maintain dynamic, high-frequency team FAQ libraries and audit Standard Operating Procedures (SOPs) and Work Instructions (WIs).




-Drive root-cause retraining programs when frontline processing errors occur, using ERP system hard-stops and pop-ups to prevent billing and warehouse mistakes before orders ship.
-Assist Quality Team to investigate SIRs, identify root cause, and assist in defining process and procedure.
-Drive continuous improvement initiatives and to mitigate repeat occurrences of issues that directly affect customer satisfaction.
Contact Center Systems Administration & Real-Time Queue Management (Five9)
-Serve as the primary internal technical administrator for daily Five9 configurations, including user profiles, skill group assignments, routing paths, dispositions, and offline tracking codes.
-Monitor real-time queue dashboards and intraday performance to dynamically reallocate staffing resources across queues as required.
-Lead the generation of scheduling, and analysis of Five9 performance reports to determine agent productivity trends, identify operational bottlenecks, and drive continuous improvement.
Workforce Management & Cross-Functional Collaboration
-Coordinate cross-team capacity management, training agents to absorb short-term volume surges across adjacent teams to prevent submission backlogs and revenue bottlenecks.
-Establish clear operational handoffs between CX, Billing, Logistics, and Site Operations to establish end-to-end order workflows.
-Build, stabilize, and scale the operational infrastructure capacity to support high-growth revenue channels and managing headcount.
ERP Systems Expertise & Vendor Transition Representation
-Serve as the frontline Subject Matter Expert (SME) for current ERP systems (Pronto), supporting teams with complex order entry, systemic billing se

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