Customer Experience Manager
About the role
Role Overview
The Customer Experience Manager provides hands-on leadership of daily Customer Experience service operations, ensuring the consistent delivery of high-quality service aligned with CityWest’s values and standards. As CityWest continues to grow and evolve, this role plays a key role in shaping and adapting the customer experience to meet the organization's changing needs. This leadership role is focused on sustaining operational excellence, supporting team performance, and effectively executing established strategies and service initiatives while maintaining a positive and productive work environment.
Office Location: Campbell River, BC
Compensation: 80,000-90,000
Key Accountabilities
Lead and oversee day-to-day Customer Service operations to ensure efficient, consistent, and high-quality service delivery Provide leadership and support to the Technical Support team, ensuring coverage, performance, and consistent service delivery Execute established Customer Experience strategies, programs, and performance objectives Support budget adherence and resource planning in alignment with approved departmental budgets Provide strong leadership, coaching, and performance management to team members Recruit and support staff as required to maintain service levels throughout the term Monitor, analyze, and drive key performance indicators (KPIs), including customer satisfaction, response times, and service quality Optimize scheduling and ensure adherence to daily, weekly, and monthly staffing plans Act as an escalation point for complex customer issues, ensuring timely and effective resolution Collaborate cross-functionally to support service delivery, issue resolution, and continuous improvement initiatives Maintain and reinforce Customer Service policies, procedures, and best practices Identify operational challenges and implement practical, timely solutions Foster a positive, inclusive team culture grounded in accountability, communication, and continuous improvement Ensure compliance with company policies, procedures, and Code of Conduct Participate in operational planning and provide input to leadership as required Travel to operational locations as needed to support team effectiveness and customer experience Perform other related duties as assigned
Qualifications
CProven experience in a Customer Service leadership role, preferably in a fast-paced or service-oriented environment Strong leadership, coaching, and performance management skills Demonstrated ability to manage competing priorities and drive operational results Excellent communication, problem-solving, and interpersonal skills Experience using ERP, CRM, and customer service systems, with proficiency in Microsoft Office Experience working in a unionized environment is considered a strong asset, with an understanding of collective agreements
Not the right fit? Search for Customer Experience Manager jobs in Campbell River, British Columbia, Canada
About CityWest
CityWest has such a profound impact on the communities we serve because we are locally owned and locally based. We live and work in the same communities that our customers do. Our local distinction is what makes us unique, and our greatest competitive advantage.
The founding vision for CityWest is a local company to provide communications services for the City of Prince Rupert. After 100 years of service, that same vision holds true and has expanded to include both communications and entertainment services across British Columbia. The legacy of the founding vision is to be a company that has a direct impact on the local economy through job creation, charitable donations, infrastructure investment, shareholder dividends, municipal taxes and more.
We are proud to deliver a superior customer experience while being part of the communities we serve. The strength of our company is our amazing people who challenge the status quo to connect our customers to the world. We’re Here!
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Customer Experience Manager
About the role
Role Overview
The Customer Experience Manager provides hands-on leadership of daily Customer Experience service operations, ensuring the consistent delivery of high-quality service aligned with CityWest’s values and standards. As CityWest continues to grow and evolve, this role plays a key role in shaping and adapting the customer experience to meet the organization's changing needs. This leadership role is focused on sustaining operational excellence, supporting team performance, and effectively executing established strategies and service initiatives while maintaining a positive and productive work environment.
Office Location: Campbell River, BC
Compensation: 80,000-90,000
Key Accountabilities
Lead and oversee day-to-day Customer Service operations to ensure efficient, consistent, and high-quality service delivery Provide leadership and support to the Technical Support team, ensuring coverage, performance, and consistent service delivery Execute established Customer Experience strategies, programs, and performance objectives Support budget adherence and resource planning in alignment with approved departmental budgets Provide strong leadership, coaching, and performance management to team members Recruit and support staff as required to maintain service levels throughout the term Monitor, analyze, and drive key performance indicators (KPIs), including customer satisfaction, response times, and service quality Optimize scheduling and ensure adherence to daily, weekly, and monthly staffing plans Act as an escalation point for complex customer issues, ensuring timely and effective resolution Collaborate cross-functionally to support service delivery, issue resolution, and continuous improvement initiatives Maintain and reinforce Customer Service policies, procedures, and best practices Identify operational challenges and implement practical, timely solutions Foster a positive, inclusive team culture grounded in accountability, communication, and continuous improvement Ensure compliance with company policies, procedures, and Code of Conduct Participate in operational planning and provide input to leadership as required Travel to operational locations as needed to support team effectiveness and customer experience Perform other related duties as assigned
Qualifications
CProven experience in a Customer Service leadership role, preferably in a fast-paced or service-oriented environment Strong leadership, coaching, and performance management skills Demonstrated ability to manage competing priorities and drive operational results Excellent communication, problem-solving, and interpersonal skills Experience using ERP, CRM, and customer service systems, with proficiency in Microsoft Office Experience working in a unionized environment is considered a strong asset, with an understanding of collective agreements
Not the right fit? Search for Customer Experience Manager jobs in Campbell River, British Columbia, Canada
About CityWest
CityWest has such a profound impact on the communities we serve because we are locally owned and locally based. We live and work in the same communities that our customers do. Our local distinction is what makes us unique, and our greatest competitive advantage.
The founding vision for CityWest is a local company to provide communications services for the City of Prince Rupert. After 100 years of service, that same vision holds true and has expanded to include both communications and entertainment services across British Columbia. The legacy of the founding vision is to be a company that has a direct impact on the local economy through job creation, charitable donations, infrastructure investment, shareholder dividends, municipal taxes and more.
We are proud to deliver a superior customer experience while being part of the communities we serve. The strength of our company is our amazing people who challenge the status quo to connect our customers to the world. We’re Here!