Job Description: Customer Experience Manager - Executive EscalationsStatus: Regular, Full Time
Department: Customer Experience
Location: Markham - 4 days in office
Compensation: $69,136 - $110,618 Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.Position SummaryThe Customer Experience Manager, Executive Support Team is responsible for managing the most sensitive and complex customer escalations that pose significant brand and reputational risk. This role serves as the final point of resolution for high-impact issues, ensuring exceptional customer experience while protecting the organization's integrity and public image. The position requires strategic thinking, strong communication skills, and the ability to navigate cross-functional relationships under pressure.
The Executive Support Team operates seven days per week, 365 days per year. Standard hours of operation are Monday to Friday, 8:00 a.m. - 8:00 p.m., and weekends from 9:00 a.m. - 5:00 p.m. A lieu-day policy applies for statutory holidays worked. This role requires flexibility during seasonal or peak escalation periods, where additional coverage or ownership may be required to support increased volumes or sensitivities. These needs are temporary and workload-driven, not permanent schedule changes. Reasonable advance notice will be provided whenever possible, aligned with operational requirements
Key Responsibilities- Stakeholder Engagement:
- Act as liaison between customers, senior executives, legal, compliance, and operational teams to align on resolution strategies.
- Prepare executive summaries and recommendations for leadership review.
- Brand Protection:
- Identify reputational risks and implement proactive measures to mitigate negative exposure.
- Monitor social media, public forums, and external communications related to escalated cases.
- Escalation Management:
- Lead resolution of high-profile customer cases escalated to the Office of the President, ensuring timely and satisfactory outcomes.
- Assess risk level and prioritize cases based on potential impact to brand reputation and executive visibility.
- Process Improvement:
- Analyze escalation trends to identify systemic issues and recommend process enhancements.
- Develop and maintain escalation protocols and best practices for sensitive cases.
- Reporting & Analytics:
- Provide detailed reporting on escalation volume, resolution timelines, and risk mitigation outcomes.
- Present insights to senior leadership to inform strategic decisions.
Qualifications- Bachelor's degree in business, Communications, or related field (Master's preferred).
- 5+ years of experience in customer experience, executive escalations, or corporate communications.
- Proven ability to manage complex, high-stakes situations with discretion and professionalism.
- Strong analytical, problem-solving, and negotiation skills.
- Excellent written and verbal communication skills, including executive-level reporting.
- Familiarity with compliance, legal considerations, and brand reputation management.
Core Competencies- Executive Presence: Ability to represent the organization at the highest level.
- Customer Advocacy: Commitment to delivering exceptional experiences.
- Risk Management: Skilled in identifying and mitigating reputational threats.
- Collaboration: Effective at building relationships across diverse teams.
- Resilience: Thrives under pressure and adapts quickly to changing priorities.
