Customer Experience Manager

Make a difference in a growing, innovative mental health organization and centre of excellence in people-centered care. Work with supportive colleagues who are passionate about improving lives and champion quality and continuous learning.

The Customer Experience Manager is an integral part of a collaborative team focused on delivering seamless services and programs to clients and customers within our small business segment. This role contributes to an organization that is continuously evolving in pursuit of successful outcomes and service excellence.

What you’ll be doing:

• Oversees customer account activity within the assigned Customer Experience Team’s book of business while coaching Customer Experience Specialists in prioritizing, managing, and measuring success
• Serves as the primary escalation point for customers and Customer Experience Specialists, acting as a liaison across internal departments to facilitate resolution and effective solutions
• Supports new customer launches and implementations to ensure a seamless onboarding experience
• Consults with customers on complex or non-standard requests to understand needs and develop tailored solutions; provides coaching and guidance to Customer Experience Specialists on the same approach
• Conducts ongoing needs assessments to identify opportunities for service improvement and growth; mentors team members in applying these practices.
• Collaborates with the NVP and internal teams to assess opportunities and challenges and recommends strategies for contract management, negotiations, and renewals
• Fosters a positive, progressive, and productive work environment that promotes team engagement and performance
• Provides direction, coaching, and guidance to team members to ensure departmental goals and daily activities are achieved
• Identifies and implements process improvements in collaboration with cross-regional colleagues to enhance efficiency, productivity, and customer experience.
• Partners with the NVP to provide insights and recommendations supporting performance management, including annual reviews and employee development

What we’re looking for:

• Bachelor’s degree in Business, Human Resources, Psychology, Social Work, or a related discipline, or an equivalent combination of education and experience
• 3–5 years of experience in strategic account management within a high volume, fast-paced, growing organization, preferably in wellness, mental health, or human resources
• Previous people leadership experience preferred
• Demonstrates ability to coach and support staff and management to achieve performance goals
• Excellent verbal, written, and active listening communication skills; bilingualism in French and English is considered an asset. Strong customer service orientation, with proven negotiation and problem-solving capabilities
• Proven ability to build and maintain strong professional relationships, including effectively communicating with senior leaders and executives. Strong critical thinking and analytical skills, with the ability to develop creative, customer-focused solutions
• Demonstrates business acumen, attention to detail, and the ability to collaborate effectively across departments
• Excellent organizational, time management, and presentation skills, with the ability to manage multiple priorities in a fast-paced environment
• Demonstrated accountability, sound decision-making, and a proactive approach to identifying service improvement opportunities

English language skills are required as this role supports, communicates and/or collaborates with both French and English speaking clients and/or colleagues nationally.

Why work with us

Homewood Health is Canada’s largest and leading service provider for medically focused, evidence-based treatment of mental health and addiction disorders. Our organizational culture values service excellence, integrity, collaboration and innovation. Our people make a difference!

As an equal opportunity employer, Homewood Health is committed to employment accessibility, diversity, equity and inclusion. For this reason, we encourage applications from members of equity-seeking groups including women, racialized and indigenous communities, persons with disabilities, and persons of all sexual orientations and gender identities/expressions.

Join us at Homewood Health and be part of a diverse team helping Canadians live healthier, more productive and fulfilling lives.

This job posting is for an existing vacant position within the organization.