National Customer Experience Manager

O’Dell HVAC Group

2d•Remote

About The Position

O'Dell HVAC Group is seeking a National Customer Experience Manager to build and lead a consistent customer-experience model across each of their regions in Canada. This is a hands-on role for someone who can improve processes, influence teams across departments and create a responsive, human and scalable customer experience. Reporting to the Director, Marketing, the successful candidate will serve as a key cross-functional partner, working collaboratively with regional and national leaders to champion customer-centric practices and continuous improvement across the business. This position is considered fully remote at this time; however, candidates must be based in the Calgary, Alberta area. As we continue to expand our presence in the Alberta and Prairies region, the successful candidate may be required to transition to a hybrid or office-based work arrangement in Calgary in the future.

Requirements

A minimum of five (5) or more years of experience in customer experience, customer service, contact-centre operations, sales support, service operations or a related field.
Experience improving customer-facing processes across multiple departments or locations.
Demonstrated ability to build structure, workflows and accountability within a growing organization.
Experience with CRM, ticketing, customer-service or contact-centre platforms.
Strong project-management, communication and problem-solving skills.
Ability to influence employees and managers across departments without direct reporting authority.
Strong judgment when managing customer escalations and competing priorities.

Nice To Haves

Experience with Zendesk, Shopify, NetSuite or similar systems is an asset.
Experience in a business-to-business, distribution, wholesale, HVAC or construction-related environment is an asset.
French-language capability is an asset.

Responsibilities

Develop and implement a national customer-experience model across O’Dell’s branches and regions.
Assess how customer inquiries are currently managed across departments and identify gaps or inconsistencies.
Establish clear service standards, ownership, routing and escalation processes for phone, email, e-commerce and other customer channels.
Coordinate existing employees across departments to provide effective primary, backup and overflow coverage.
Reduce missed calls, unnecessary transfers, delayed responses and unowned customer issues.
Lead the assessment and rollout of O’Dell’s future inbound-call and customer-service platform and associated software.
Support the integration of Zendesk with NetSuite, Shopify and other relevant systems.
Build customer-service workflows, reporting, training materials and a centralized knowledge base.
Identify practical uses of AI for inquiry routing, call summaries, after-hours intake, quality monitoring and routine support.
Monitor service performance, manage significant customer escalations and recommend ongoing process, technology and staffing improvements.
Other applicable responsibilities as assigned.