Director, Customer Care Strategy & Enablement

Xplore Inc•Markham, ON

About The Position

The Director, Customer Care Strategy & Enablement is responsible for defining and executing the strategic transformation roadmap for Customer Care at Xplore. This role will lead the evolution of the contact centre from a traditional support function into a modern, insight-driven, customer-centric organization that delivers measurable business value, operational excellence, customer retention, and differentiated customer experiences. This leader will design and operationalize the long-term contact centre strategy focused on creating seamless and memorable customer journeys across the entire customer value chain while improving efficiency, reducing friction, enabling digital adoption, supporting retention, and creating opportunities for reinvestment into the business. Operating within a highly matrixed environment, this role serves as a key liaison between Customer Care and cross-functional partners including IT, Digital, Product, Marketing and Network Operations to ensure organizational changes are effectively implemented, operationally sustainable, technically aligned, and customer-centric. Success in this role requires a blend of strategic vision, telecommunications knowledge, customer experience leadership, operational expertise, transformation capability, and strong cross-functional influence. Experience in an agile working environment is also an asset.

Requirements

Deep understanding of contact centre operations and customer care transformation
Strong strategic planning, influencing, transformation, and change leadership capability.
Telecommunications industry experience or experience within similarly complex service-based environments
Experience partnering with Product, IT, Digital, Operational, and Customer Experience teams to operationalize complex business and technology initiatives
Knowledge of retention strategies, churn drivers, and customer lifecycle management
Ability to translate strategy into executable roadmaps and measurable outcomes
Strong stakeholder management, communication, and influencing skills
Customer-centric mindset balanced with financial and operational acumen
Passion for innovation, continuous improvement, and frontline empowerment
Successful completion of a Criminal Background Check

Nice To Haves

Experience in an agile working environment is considered an asset.

Responsibilities

Develop and execute the long-term Customer Care transformation strategy aligned to organizational priorities and customer experience objectives
Lead the evolution of the contact centre into a modern, digitally enabled, insight-driven organization that delivers both customer and business value
Drive initiatives that create frictionless, memorable customer experiences across the end-to-end customer journey
Identify opportunities to transform traditional support models through automation, self-service, digital adoption, workflow optimization, process simplification, and call deflection strategies
Help reposition Customer Care from a traditional cost centre toward a value-generating business function through improved customer retention, efficiency, experience, and operational effectiveness
Establish strategic roadmaps and execution plans to modernize customer care capabilities, technologies, operating models, and customer engagement strategies
Lead continuous improvement initiatives focused on scalability, agility, operational efficiency, and customer outcomes
Champion customer-centric design principles across customer care processes, channels, and interactions.
Partner across the organization to reduce customer pain points, eliminate operational friction, and improve ease of doing business
Leverage customer feedback, operational insights, and frontline input to continuously improve customer journeys and service experiences
Ensure transformation initiatives balance customer experience, employee experience, operational scalability, and business outcomes
Identify root causes driving repeat contacts, customer dissatisfaction, and customer effort, and implement sustainable improvement strategies
Partner with retention and loyalty teams to support enterprise churn reduction strategies and improve long-term customer value
Identify customer experience, operational, and process improvement opportunities that positively influence customer retention and loyalty
Support the design and implementation of proactive retention initiatives, save strategies, and customer journey improvements
Leverage customer insights, contact drivers, and behavioral trends to identify root causes of churn and recommend strategic improvements
Collaborate with Product, Marketing, Digital, and Operational teams to ensure retention strategies are operationally executable and effectively supported within Customer Care
Help drive customer-centric initiatives that improve customer confidence, reduce friction, and strengthen brand loyalty
Serve as the primary Prime for Contact Centre project delivery and inventory, representing Customer Care needs across enterprise initiatives and ensuring alignment to frontline capabilities, customer experience objectives, and working closely with cross-functional teams
Partner with business teams to successfully implement new products, technologies, policies, systems, and process changes into frontline environments
Assess operational and customer care impacts associated with technology implementations, product launches, service changes, and operational transformations
Ensure operational readiness through effective change management, communication planning, process alignment, training coordination, and enablement strategies
Represent the voice of the frontline and the customer during business planning, transformation, and implementation discussions
Support governance frameworks that ensure business changes are operationally sustainable and aligned to customer experience objectives
Lead preparation of executive-level materials, including business reviews and strategic updates
Provide clear, concise storytelling using data and insights to inform strategic priorities and investment decisions
Deliver measurable operational and cost efficiencies that support reinvestment into the business
Provide leadership reporting, strategic recommendations, and transformation progress updates to senior leadership
Translate business requirements into scalable data engineering solutions.