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Director, Customer Experience - Shared Services
Enercare Inc.
Lead customer ops, call centre, training, QA, metrics for Enercare.
12d ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Markham, Ontario, Canada
Office Full-Time
Company Size
1,500 Employees
Service Specialisms
Heating services
Cooling services
Plumbing services
Electrical services
Water heating
Water purification
Smart energy solutions
Energy management
Sector Specialisms
Residential
Commercial
HVAC
Water Heating
Water Treatment
Plumbing
Electrical
Energy Management
Role
What you would be doing
training strategy
call centre
training framework
capacity planning
customer metrics
quality assurance
The Director of Customer Experience – Shared Services is a strategic leadership role responsible for driving excellence across Enercare’s customer operations. This includes oversight of the Service Call Centre queue, department-wide training programs, and quality assurance initiatives. The role ensures alignment of shared services with customer-centric goals, operational efficiency, and continuous improvement across all customer-facing functions.
- Oversee training strategy and execution for all customer operations teams, including onboarding, upskilling, and compliance.
- Collaborate with senior managers to ensure training aligns with evolving business needs.
- Lead the Service Call Centre queue operations, ensuring optimal staffing, performance, and customer satisfaction.
- Develop and maintain a centralized training framework that supports consistency, scalability, and adaptability across service lines.
- Partner with Workforce Management (WFM) to align capacity planning with financial forecasts and service level targets.
- Drive coaching, recognition, and accountability programs to reinforce customer-centric behaviors
- Monitor call drivers and collaborate with digital and field teams to reduce friction and improve resolution rates.
- Own CSAT, FCR, and NPS metrics across all channels, ensuring alignment with corporate strategy.
- Develop feedback mechanisms back into Training teams to create targeted training pathways for agents to enable customer service excellence
- Lead the Quality Assurance team in implementing the CURE framework (Customer-centricity, Understanding, Resolving, Empathy).
What you bring
ccxp
six sigma
quality assurance
strategic planning
10+ years
vendor management
- Ability to thrive in a fast-paced, evolving environment.
- Certified Customer Experience Professional (CCXP) or equivalent.
- Expertise in customer experience frameworks and quality assurance methodologies.
- Excellent communication, coaching, and stakeholder engagement abilities.
- Strong strategic planning and analytical skills.
- 10+ years of experience in customer operations, including leadership of training, quality, and call centre teams.
- Bachelor’s degree required; Master’s preferred.
- Lean Six Sigma or PMP certification is an asset.
- Proven success in vendor management, financial forecasting, and process improvement.
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
Company
Overview
2002
Year Founded
Established in the early 21st century, the company has since expanded its reach and services nationwide.
- Provides high-quality home and commercial energy solutions.
- Grown to become a leading provider of heating, cooling, and water services.
- Services span residential, commercial, and industrial sectors, specializing in maintenance and installation of HVAC systems.
- Offers water heaters, water treatment systems, and energy-efficient solutions to help reduce carbon footprints.
- Known for its innovative approach, providing smart home energy solutions to enhance customer experience.
- Serves a broad customer base across Canada, making energy management easier and more efficient for homeowners and businesses alike.
- Built a reputation for exceptional customer service and comprehensive service packages.
- Great people to work with
- Good benefits and understanding managers
- Good work‑life balance
- Flexible, adaptive work culture, good exposure
- Best people, Best culture and good work life balance
- HR team focused on talent during rapid growth, with clear objectives and strong development plans driving engagement and performance
250+ Volunteer Hours
Employee Contributions
Employees dedicated over 250 hours in 2024 to support sustainable-home building initiatives.
17 Sustainability Grants
Funding Partnership
Collaborated with Habitat for Humanity Canada to fund 17 grants aimed at advancing sustainability by 2026.
- Committed to net-zero building emissions through energy-efficient homes and buildings
- Launching geothermal heating & cooling program via Enercare Advantageâ„¢ to reduce GHG from homes
- Provides accessible solutions to make homes and buildings 'more efficient and less carbon intensive'
- Commits to 'accountable and transparent management practices' to maintain trust while reducing environmental footprint
- No public DEI strategy or gender-specific metrics disclosed
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