Regional Customer Service Manager

About Daniels HealthSince 1986, Daniels Health has been a global leader in healthcare waste management, driven by a mission to create safer, more sustainable healthcare environments. Our operations depend on tight coordination between Customer Service, Operations, Transportation, and Billing to ensure service reliability and revenue protection. Role Overview The Regional Customer Service Manager (BC, AB, MB) is a Senior Operational Leader responsible for both the quality of customer service execution and the disciplined operation of a regional Customer Service function. This role is not a traditional call-center management position. It requires a leader who can coach Customer Service teams on best practices in communication and escalation, while also ensuring accurate and timely execution of operational Customer Service work that directly impacts service delivery, routing, billing, and revenue recognition.

Key Responsibilities :

• Customer Service Execution & Coaching
• Coach Customer Service teams on best practices for customer communication, including proactive service notifications, clear expectation-setting during service disruptions, and professional de-escalation.
• Establish and enforce clear escalation standards, ensuring issues are resolved at the appropriate level.
• Ensure consistent tone, quality, and accuracy of customer communications across the region.
• Use customer feedback, NPS, and complaint data to identify coaching and process improvement opportunities.
• Operational Customer Service & Revenue Protection
• Oversee Customer Service teams responsible for operational execution, including :
• Delivery paperwork and documentation
• Preparation of route sheets for drivers
• Service calendar creation and updates
• Review of manifests and validation of delivery and pickup quantities
• Ensuring routes are closed accurately and on time to support billing
• Partner closely with Operations, Transportation, and Finance to resolve service and documentation issues that could impact delivery performance or billing timelines.
• Capacity Management & Regional Coverage
• Operate Customer Service in a constrained environment, allocating work by hours and priority rather than ad hoc effort.
• Balance service demand, operational deadlines, and team sustainability.
• articipate in national Customer Service coverage planning, including regional pooling and temporary cross-region support.
• Ensure staffing gaps, risks, and trade-offs are visible and escalated appropriately.

Systems, Process & Data Discipline

Leadership & Team Development

Requirements & Skills

What Success Looks Like in This Role

$74,855 - $84,955 a year Equal Opportunity Employer Daniels Health & Sharpsmart is an equal opportunity employer. In accordance with anti-discrimination law, we prohibit discrimination and harassment of any type and afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law. Daniels Health & Sharpsmart conforms to the spirit as well as to the letter of all applicable laws and regulations.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.