Manager, Customer Solutions (12 Month Contract)
About the role
Position Summary: The Customer Experience Solutions Manager is responsible for driving transformative improvements in customer experience across all touchpoints. This role focuses on identifying and resolving customer concerns, enhancing operational efficiency through lean and automation practices, and supporting a data-driven customer channel strategy. The ideal candidate will bring a strong understanding of vendor management, contracts, and IT systems, and will collaborate cross-functionally to deliver seamless, customer-centric solutions.
Position Responsibilities:
- Lead initiatives to identify and resolve customer concerns across digital and physical channels.
- Collaborate with IT, Marketing, Customer Operations, and vendor partners to implement CX improvements.
- Evaluate customer journeys and contact drivers to guide channel strategy and reduce friction.
- Support contract and vendor management processes to ensure alignment with CX goals.
- Apply lean methodologies and automation tools to streamline customer-facing processes.
- Monitor and interpret customer feedback, NPS, and other CX metrics to drive continuous improvement.
- Partner with internal teams to ensure consistent brand experience and service delivery.
- Document and escalate systemic issues affecting customer experience, ensuring timely resolution.
- Stay current on CRM technologies, industry trends, and best practices in customer experience.
- Facilitate digital adoption and enhance self-service capabilities (e.g., IVR, chatbots, online portals).
- Analyze customer feedback on product ranges and new releases, as well as prepare reports.
- Perform tests, evaluate delivered changes and customer support services, and drive enhancements.
- Document processes and log technical issues, as well as customer compliments and complaints.
Qualifications:
- Bachelor’s degree in Business, Marketing, IT, or a related field.
- Minimum 3–5 years of experience in customer experience, operations, or vendor management roles.
- Strong understanding of customer journey mapping, contact center operations, and digital engagement.
- Familiarity with contract structures, vendor SLAs, and procurement processes.
- Working knowledge of IT systems, CRM platforms, and Customer Journeys.
- Experience ensuring compliance with regulations such as Privacy, Security etc.
- Proven ability to lead cross-functional initiatives and manage multiple stakeholders.
- Excellent communication, analytical, and problem-solving skills.
- Experience facilitating, engaging, and communicating with stakeholders and subject matter experts.
- Strong attention to detail and a commitment to quality service, high responsiveness, with good analytical and problem-solving abilities. Can operate autonomously and proactively seek out solutions to problems.
About 407 ETR: Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.
407 International Inc. is the sole shareholder of 407 ETR and is owned by:
- Cintra Global S.E. which is a wholly owned subsidiary of Ferrovial S.A. (48.29%);
- Canada Pension Plan Investment Board (CPP Investments) and other institutional investors (44.20%); and
- Public Sector Pension Investment Board (PSP Investments) (7.51%)
Note: At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole. Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive. Accommodation for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.
About 407 ETR Concession Company
407 ETR is the world’s first all-electronic, barrier-free toll highway, stretching 108 km from Burlington (in the west) to Pickering (in the east).
Save Time: Taking 407 ETR across the GTA means avoiding congestion. Transit providers and businesses rely on 407 ETR to move people and good quickly across the region.
Safety is our priority: With 24/7 Highway Safety Patrols and Highway Monitoring, we do our best to ensure that help is never far away if you need it. Our partnership with the Ontario Provincial Police helps keep traffic moving safely.
Customer Experience: We're focused on serving you well, both on and off the road. Discovering the latest promotions/offers or planning the cost of an upcoming trip using the toll calculator are just a few reasons to add www.407etr.com as one of your favourites…and you can visit on any device! Log into your web account (or sign up in minutes) to leverage your one-stop shop for many helpful account options like switching to paperless billing or pre-authorized billing, viewing past bills or to pay your current bill.
Caring for your car: Driving at a safe and consistent speed on an excellent and well-maintained highway helps to keep your car efficient and gives you better fuel economy, saving you money on gas and maintenance.
Drive More Save More: Customers are automatically enrolled in ETR Rewards when they drive a certain number of transponder kilometres. The more you drive, the greater your savings. Check out the ETR Rewards page to see how you can get in and what benefits you can receive!
We invite you to explore our website to learn more about our online services, investments to improve traffic flow, interesting facts about the highway, real-life stories from the road and more. Thank you for taking the time to learn about 407 ETR!
Manager, Customer Solutions (12 Month Contract)
About the role
Position Summary: The Customer Experience Solutions Manager is responsible for driving transformative improvements in customer experience across all touchpoints. This role focuses on identifying and resolving customer concerns, enhancing operational efficiency through lean and automation practices, and supporting a data-driven customer channel strategy. The ideal candidate will bring a strong understanding of vendor management, contracts, and IT systems, and will collaborate cross-functionally to deliver seamless, customer-centric solutions.
Position Responsibilities:
- Lead initiatives to identify and resolve customer concerns across digital and physical channels.
- Collaborate with IT, Marketing, Customer Operations, and vendor partners to implement CX improvements.
- Evaluate customer journeys and contact drivers to guide channel strategy and reduce friction.
- Support contract and vendor management processes to ensure alignment with CX goals.
- Apply lean methodologies and automation tools to streamline customer-facing processes.
- Monitor and interpret customer feedback, NPS, and other CX metrics to drive continuous improvement.
- Partner with internal teams to ensure consistent brand experience and service delivery.
- Document and escalate systemic issues affecting customer experience, ensuring timely resolution.
- Stay current on CRM technologies, industry trends, and best practices in customer experience.
- Facilitate digital adoption and enhance self-service capabilities (e.g., IVR, chatbots, online portals).
- Analyze customer feedback on product ranges and new releases, as well as prepare reports.
- Perform tests, evaluate delivered changes and customer support services, and drive enhancements.
- Document processes and log technical issues, as well as customer compliments and complaints.
Qualifications:
- Bachelor’s degree in Business, Marketing, IT, or a related field.
- Minimum 3–5 years of experience in customer experience, operations, or vendor management roles.
- Strong understanding of customer journey mapping, contact center operations, and digital engagement.
- Familiarity with contract structures, vendor SLAs, and procurement processes.
- Working knowledge of IT systems, CRM platforms, and Customer Journeys.
- Experience ensuring compliance with regulations such as Privacy, Security etc.
- Proven ability to lead cross-functional initiatives and manage multiple stakeholders.
- Excellent communication, analytical, and problem-solving skills.
- Experience facilitating, engaging, and communicating with stakeholders and subject matter experts.
- Strong attention to detail and a commitment to quality service, high responsiveness, with good analytical and problem-solving abilities. Can operate autonomously and proactively seek out solutions to problems.
About 407 ETR: Highway 407 ETR is an all-electronic open-access toll highway located in the Greater Toronto Area in Ontario, Canada. The highway spans 108 kilometres from Burlington in the west to Pickering in the east.
407 International Inc. is the sole shareholder of 407 ETR and is owned by:
- Cintra Global S.E. which is a wholly owned subsidiary of Ferrovial S.A. (48.29%);
- Canada Pension Plan Investment Board (CPP Investments) and other institutional investors (44.20%); and
- Public Sector Pension Investment Board (PSP Investments) (7.51%)
Note: At 407 ETR, we are committed to fostering a diverse, equitable, and inclusive work environment. We value the unique perspectives and backgrounds of all individuals, and we firmly believe that our individual differences make us stronger as a whole. Our commitment to inclusion extends beyond recruitment and encompasses an inclusive workplace culture through raising awareness, ongoing training, and encouraging feedback. We aim to create a safe and supportive environment where all employees can thrive. Accommodation for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.
About 407 ETR Concession Company
407 ETR is the world’s first all-electronic, barrier-free toll highway, stretching 108 km from Burlington (in the west) to Pickering (in the east).
Save Time: Taking 407 ETR across the GTA means avoiding congestion. Transit providers and businesses rely on 407 ETR to move people and good quickly across the region.
Safety is our priority: With 24/7 Highway Safety Patrols and Highway Monitoring, we do our best to ensure that help is never far away if you need it. Our partnership with the Ontario Provincial Police helps keep traffic moving safely.
Customer Experience: We're focused on serving you well, both on and off the road. Discovering the latest promotions/offers or planning the cost of an upcoming trip using the toll calculator are just a few reasons to add www.407etr.com as one of your favourites…and you can visit on any device! Log into your web account (or sign up in minutes) to leverage your one-stop shop for many helpful account options like switching to paperless billing or pre-authorized billing, viewing past bills or to pay your current bill.
Caring for your car: Driving at a safe and consistent speed on an excellent and well-maintained highway helps to keep your car efficient and gives you better fuel economy, saving you money on gas and maintenance.
Drive More Save More: Customers are automatically enrolled in ETR Rewards when they drive a certain number of transponder kilometres. The more you drive, the greater your savings. Check out the ETR Rewards page to see how you can get in and what benefits you can receive!
We invite you to explore our website to learn more about our online services, investments to improve traffic flow, interesting facts about the highway, real-life stories from the road and more. Thank you for taking the time to learn about 407 ETR!