About the Company

Canadian Fiber Optics (CFOC) and Norther Lights Fiber (NLF) is committed to bridging the digital divide: we bring best-in-class broadband internet to rural and underserved markets. We are built on a foundation of Courage, Curiosity, Compassion and Humility. And the truth is we love what we do! Bringing communities together is a powerful thing, and we are proud of the impact we make in the lives of our customers.

Job Summary:

The Director, Customer Experience will be accountable for developing, implementing and executing the strategies to enhance the customer experience and support customer retention. This role will report directly to the Chief Executive Officer.

What you will be doing:

• Develop and implement strategies to enhance customer satisfaction, efficiency, and response times
• Develop, implement and monitor effective customer care metrics to ensure targets are met and customers are supported
• Provide leadership and coaching to the Customer Care Manager to ensure that all team members have clarity on accountabilities, expectations and are delivering high levels of performance
• Evaluate and implementnew technologiesto improve Customer Experience efficiency and scalability, as required (e.g., AI-powered self-service tools, knowledge bases, IVR systems)
• Collaborate with Product, Sales, Marketing, and Operations teams to address customer feedback and improve product and service offerings

• Continually reviewing processes and tools to improve workflows, communications and practices in service of delivering consistent and high-quality customer interactions
• Collaborate with Human Resources to develop, implement and monitor compensation models to incentive and drive positive performance
  

What we are looking for:

• 10 years of experience in Customer Care leadership with proven track record for improving and maintaining strong customer service metrics
  
• Demonstrated ability to lead, coach and mentor a high achieving leaders and foster collaboration and excellence
• Experience in the telecom industry is considered an asset
• Ability to assess, develop and implement customer service standards and practices
• Strong analytical and budgeting skills to effectively analyze financial reports
• Strong knowledge and hands-on experience withCustomer Relationship Management (CRM)platforms to track, manage, and enhance the customer journey
• Familiarity withcustomer support softwarefor ticketing, live chat, and omnichannel support
• Experience usingworkflow automation toolsto streamline customer service operations and improve response/resolution times
• Understanding ofbilling and ERP systemsintegration in a customer experience context (e.g., ETI or similar systems used in telecom/ISP environments)
• Proficient indata analytics and customer insights tools(e.g., Tableau, Power BI, Google Data Studio) to monitor and act on customer satisfaction metrics (CSAT, NPS, CES, churn rate, etc.)
• Familiarity withdigital engagement platformssuch as email marketing, chatbots, and SMS tools for proactive customer communication
• Strong written and verbal communication skills with the ability to communicate and influence across all levels of the organization
• Ability to deal effectively and quickly with change and support team members in adapting to a fast-paced, rapidly changing environment
• High degree of initiative with a willingness to learn, identify improvement opportunities and develop solutions to continually grow the business