Are you ready to make a change and become part of a growing dynamic organization backed by a highly engaged team? In this senior role you will focus on leveraging technology to empower our teams and drive business results. Distinct from a traditional IT or Product Management function, it is embedded directly within the operational department. You will be responsible for the strategic management, sustainment of the contact center platform and its integration with Salesforce. You bring your expertise and vision to enhance agent performance and customer experience.

🏢 HYBRID WORK ENVIRONMENT

• Vancouver-based and Toronto-based team members work in-office every other week (Tues–Thurs). Core attendance is required from 9 AM – 3 PM on these days to support business priorities.

💼 A DAY IN THE LIFE

• Technology Strategy & Vision: Develop and execute a long-term technology strategy for the contact center, ensuring that the platform and its integrations support the organization's goals for cost reduction, revenue growth, and team member retention.
• Platform Administration & Governance: Oversee the administration, configuration, and governance of the cloud-based contact center platform. Ensure the system is robust, scalable, and secure.
• Data and Analytics: demonstrable experience in building and leading a data-driven culture. Experience with business intelligence (BI) tools like Tableau and AWS. Experience in defining and measuring business metrics beyond standard call center KPIs (e.g., linking a reduction in Average Handle Time to customer satisfaction scores).
• CRM & System Integration: Lead the design and implementation of CRM solutions within Salesforce, ensuring layouts and interfaces are optimized for contact center workflows. Direct the integration efforts between the contact center platform and Salesforce to create a unified and efficient operational environment.
• AI & Automation Leadership: Champion the adoption of AI and automation tools to streamline processes, improve agent efficiency, and enhance the customer experience. Lead the identification and implementation of AI-driven solutions across all functional teams.
• Project & Vendor Management: Serve as the project lead for all contact center technology initiatives. Manage vendor relationships, contracts, and service-level agreements to ensure maximum value and minimal external dependency.
• Operational Alignment: Collaborate with leadership from Product, IT, WFM, Training, QA, and other departments with an emphasis on change management and negotiations to identify operational pain points and develop technology-based solutions.

🎯 What You Bring To The Table

• 8+ years of relevant experience in Client/Customer Experience and/or Strategy implementation & execution within a Contact Center environment
• Must be located in Toronto or Vancouver
• Post secondary education required with Project Management Professional (PMP) or Agile-related certifications an asset
• Travel required at 10%
• Strong hands on experience with Salesforce, CRM, AI-Driven solutions and Call Center tools, L&D, workflow tools, IVR, omnichannel platforms and cloud telephony
• Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum through strong communication and data driven metrics

💰 Compensation & Benefits

• Salary Range: $122,000 to $153,000 (Actual salary offered will be commensurate with education, experience, and internal equity.)

• A Total Compensation Package designed to support your financial, personal, and professional well-being. This includes:

• Performance Bonus

• Participation in our Company Profit Sharing Program

• Comprehensive Extended Health & Dental Benefits

• Generous Paid Time Off, including annual vacation and personal days

• Hybrid Work Environment, offering flexibility to work both remotely and from our corporate offices

• Professional Development Opportunities to support ongoing career growth

• Access to Health and Wellness Programs, including gym facilities at our corporate head office

• Speak to us to learn more about what we offer

📌 THE HIRING PROCESS

• Pre-Screen – Let’s talk about your experience, goals & excitement for this role!
• Interviews – Two or more interviews with different team members, including structured competency & scenario-based questions
• Presentation/Assessment
• References & Background Check
• We use audio recording transcription for our interview practices 🔊

🏆 About Us Did you know O2E Brands has been voted one of the Best Workplaces in Canada 14 times!? Take a sneak peek into why that is, here: (YouTube) Check us out on social! At O2E Brands, we know that great talent comes in many forms, and we want to meet you at your best. We value diversity and inclusivity. We will provide reasonable accommodations to applicants with disabilities at any time throughout the recruitment and selection process upon request. ➡️ Ready to take your career to the next level? Apply today! 🚀

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