MacDonald Search Group is proud to partner with a leading printing company in their search for a Vancouver-area based Director of Customer Experience & Support. Our client serves businesses, creative professionals, agencies, and global brands across North America and internationally. The company offers an extensive range of custom print products, including premium business cards, packaging, labels, stickers, marketing collateral, and fully bespoke print solutions tailored for retail campaigns and major events.

Director of Customer Experience , you will lead, scale, and optimize customer support operations across their Vancouver area and Toronto locations. In an environment experiencing rapid revenue expansion, maintaining flawless customer contact resolution is critical—particularly ensuring zero missed or abandoned sales/support inquiries.

Customer Service Strategy : Multi-Location Management: Direct, mentor, and expand customer support teams operating across call centers and service hubs in the Vancouver area and Toronto.

Implement staffing, queue routing, and operational strategies to minimize abandoned phone calls and guarantee maximum capture of inbound revenue opportunities.

Budget & HR Support: Manage an operating budget, oversee labor allocations, control operational costs, and supporting HR management for the CS team (hiring, performance management, retention).

Service Audits & Quality Control: Perform "stealth mode" monitoring and quality audits across phone, live chat, and email to ensure exceptional accuracy, tone,



and print-spec guidance.

Pricing Expertise & Training: Training Manual & Onboarding : Design, document, and maintain a comprehensive training manual and onboarding program that accelerates employee ramp-up times and standardizes service excellence.

Establish, monitor, and report on core performance metrics (CSAT, SLA, First Contact Resolution, Abandonment Rates, Training Ramp-up Time) to drive efficiency and continuous improvement.

Customer Feedback Loop: Aggregate and channel qualitative and quantitative customer feedback to executive leadership, product, production, and marketing teams to enhance service and product offerings.

Ideally 5–7 years of direct experience in the print graphics / commercial printing industry, with a solid understanding of print materials, finishes, pre-press jargon, and pricing dynamics.

Minimum 5–7 years of Director-level customer service management experience within large-scale, high-growth e-commerce / online environments.

Multi-Site Oversight: Proven track record of successfully managing and scaling distributed or multi-location CS teams (15+ direct/indirect reports).

Bachelor’s Degree in Business, Marketing, Communications, or a related field.

Hands‑on mastery of CS metrics (monitoring, targeting, and optimizing KPIs that support scale, efficiency, accuracy, and reduced training cycles).

competitive compensation package (base salary +/-$110,000), a great work setting, and long-term growth opportunities . #

📌 Director of Customer Experience & Support (Vancouver)
🏢 MacDonald Search Group
📍 Vancouver