7+ years of leadership experience in contact centre or customer service environments.
Proven success in operational performance and customer experience improvement.
Experience managing large teams and developing leadership skills.
Strong financial acumen for budget and capacity planning.
Expert in change management and process improvement methodologies.
Ability to develop multi-year strategic plans for contact centre operations.
Skilled in stakeholder management and cross-department collaboration.
Responsibilities
Lead the enterprise contact centre to deliver high-quality member experiences.
Translate service strategy into actionable execution plans.
Advance automation and AI-powered service delivery methods.
Build an inclusive and accountable leadership culture within the team.
Manage frontline leaders and oversee their performance management.
Identify service risks and resolve operational challenges proactively.
Communicate effectively with senior leadership to influence decisions.
Benefits
Inclusive and dynamic workplace culture.
Opportunities for professional development and growth.
Access to advanced technology and innovative tools.
Support for a work-life balance.
Participation in leadership initiatives and programs.
Full Job Description
THE ROLE IN A NUTSHELL
Base Salary: Range Exempt
Reporting to the Vice President, Enterprise Service, the Director, Enterprise Service leads the enterprise contact centre to deliver a consistent, digital-first and high-quality experience for members, providers and clients across GreenShield lines of business. This role translates enterprise service strategy into disciplined execution by optimizing people, processes, technology and capacity to achieve service, quality, experience and efficiency outcomes.
In partnership with Enterprise Service leaders, the Director advances automation, process optimization and AI-enabled ways of working, while building an engaged, inclusive and accountable leadership culture. The role leads manager-level contact centre leaders and provides visible advocacy for both customer and employee needs.
WHO WE'RE LOOKING FOR
Significant progressive leadership experience, including 7+ years in a large-scale contact centre, customer service or enterprise operations environment.• Demonstrated success delivering operational performance, customer experience improvement and complex change across multiple stakeholder groups.
Experience leading leaders and large frontline teams, with the ability to build coaching, performance management, business acumen and decision-making capability.
Strong financial and analytical acumen, including budget management, capacity planning, workforce forecasting and interpretation of service and performance metrics.
Expertise in change management, process improvement, performance management and operational governance.
Ability to translate enterprise strategy into a multi-year contact centre roadmap and deliver digital-first service through self-service, automation, process optimization and practical use of AI.
Demonstrated ability to identify service risks, resolve operational issues and maintain accountability for corrective actions and sustainable results.
Strong stakeholder management skills, with the ability to influence priorities and partner across Workforce Management, Quality, Training, Billing, Technology, Product and business teams.
Clear, concise and proactive communication, supported by sound judgement, transparency and the ability to provide decision-ready recommendations to senior leaders.
Bachelor's degree in Business Administration or a related field, or an equivalent combination of education and senior operational leadership experience.
NICE TO HAVE
Experience with Microsoft Dynamics 365 CRM.
Experience with NICE telephony and contact centre technology.
Experience in insurance, health benefits, financial services or another regulated service environment.
Experience in a unionized environment.
Experience advancing automation, self-service and AI-enabled operating models.
