Jobs
>
Thunder Bay

    Senior Manager of Customer Experience - North Bay, ON, Canada - Ontario Northland

    Ontario Northland
    Ontario Northland North Bay, ON, Canada

    3 weeks ago

    Default job background
    Description

    POSITION: Senior Manager of Customer Experience
    REPORTS TO: Director Passenger Operations and Customer Experience
    DEPARTMENT: Passenger Services
    LOCATION: North Bay
    REFERENCE:
    SALARY: $106,964 - $125,839

    WHO WE ARE:
    Ontario Northland Transportation Commission (ONTC) is an Agency of the Province of Ontario that provides efficient and vital transportation services. We employ over 900 skilled professionals and are over 120 years old and proud of our heritage and connection to the communities we serve. We are focused on moving forward with the goal of being a valued leader in transportation. We offer competitive salary, excellent benefits, a defined benefit pension plan, paid vacation, 3 paid personal leave days along with discounted transportation on our bus and passenger rail services. ACCOUNTABILITY STATEMENT:
    The Senior Manager, Customer Experience will enhance transportation services by introducing new processes and reshaping passenger-facing products with satisfaction and loyalty in mind. They will lead a team of operational and business professionals, ensuring work is focused, strategic and measured. MAJOR DUTIES/ RESPONSIBILITIES:
    • High level oversight of the operations of the Customer Service team, Pricing, Training and Partnership Development
    • Lead and mentor a team dedicated to customer experience, ensuring a customer-centric mindset is embedded throughout the department
    • Monitor and ensure staff levels meet needs of departmental demands
    • Provide guidance to managers when dealing with Labour relations issues. Participate in elevated discipline and grievance processes.
    • Communicate with the division to highlight good news stories and divisional updates to inspire continuous customer-centric improvements
    • Provide support to managers on developing and preparing briefing notes for ministry officials
    • Cultivate and maintain strong relationships with key partners, negotiating agreements and collaborations that enhance the overall customer experience
    • Collaborate with internal teams to align customer experience initiatives with broader company goals
    • Lead interconnections with other carriers to enhance overall customer travel experience, "one stop shop", seamless travel experiences
    • Utilize customer feedback and data analytics to identify trends, assess customer satisfaction, and drive continuous improvement in service delivery
    • Stay abreast of industry trends and participate in customer experience conferences
    • Develop and implement effective strategies for resolving any on-going customer issues
    • Champion for new loyalty program to be implemented within Passenger Services
    • Maintain ONTC owned stations to meet or exceed the cleanliness, consistency, and service standards expected by our customers
    • Point of contact in Passenger Services for Accessibility requirements and liaise with Equity, Diversity and Inclusion Specialist (participate in Accessibility Committee) to ensure ONTC is compliant with AODA requirements
    • Ensure awareness of federal Accessibility Transportation for Passengers with Disabilities (ATPDR)
    • Ensure Health and Safety policies and procedures are being followed within department and being a champion of Health and Safety practices
    REQUIREMENTS:
    • University Degree in Business Management, Public Relations, Public Administration or Tourism and Hospitality Management
    • 10 years of relevant experience in a customer relations role and 5 years of experience in management, preferably in a unionized environment
    • An innovator and strategist with the ability to conceptualize and execute plans for desired results
    • The ability to successfully engage a wide range of stakeholders in support of department and organizational objectives
    • Experience in the travel, transportation and/or another related industry, with proven abilities in monitoring and enhancing customer service levels
    • Ability to create, implement and update tariff's and policies
    • Strong project management skills
    • Experience with POS software
    • Valid G driver's license in Ontario and willing to travel as required
    • Proficiency with Microsoft Office applications, specifically Outlook, Teams, Excel, PowerPoint, and Word
    • Experience analyzing data to recommend and make informed business decisions
    • Demonstrated ability to lead and inspire cross-functional teams
    • Superior written and oral communication skills
    • Working experience in both a corporate and public sector environment is an asset
    • Committed to Company Health and Safety
    BACKGROUND INVESTIGATION: The successful candidate will need to pass the following clearances: criminal record check, employment references and education verification. CLOSING DATE : May 20, 2024 no later than 11:59 p.m. We thank all applicants for their interest; however, only those selected for an interview will be contacted. Qualified individuals are invited to apply in writing with a current covering letter and resume (provided in one document), stating reference name and number. Ontario Northland is an equal opportunity employer. Accommodation is available for applicants with disabilities throughout the recruitment process. Please contact Human Resources.
    Les offres d'emploi sont également disponibles en français. Visitez notre site Web sur les carrières ou appelez le , poste 394 pour plus de renseignements.

    Are you legally entitled to work in Canada / Êtes-vous légalement autorisé à travailler au Canada?*

    Have you ever been convicted of a criminal offense in which you have not received a pardon for / Avez-vous déjà été condamné pour une infraction criminelle pour laquelle vous n'avez pas reçu de pardon?*

    This position is NOT remote. Are you able to work from our corporate office in North Bay? / Ce poste n'est PAS un poste à distance. Êtes-vous en mesure de travailler à partir de notre bureau de l'entreprise à North Bay?*

    Do you possess a university Degree in Business Management, Public Relations, Public Administration or Tourism and Hospitality Management? / Détenez-vous un diplôme universitaire en gestion des affaires, relations publiques, administration publique ou gestion du tourisme et de l'hôtellerie?*

    Do you have 10 years of relevant experience in a customer relations role and 5 years of experience in management, preferably in a unionized environment? / Possédez-vous 10 ans d'expérience pertinente dans l'exercice de fonctions liées aux relations avec la clientèle et 5 ans d'expérience en gestion, de préférence dans un milieu syndiqué?*

    How did you hear about this job? / Comment avez-vous entendu parler de cet emploi?*

    #J-18808-Ljbffr
  • TD Bank

    Customer Experience Associate

    2 weeks ago

    TD Bank Thunder Bay, Canada

    403799BR · Retail Banking - Customer Service · Thunder Bay, ON · March 22, 2023 · Company Overview · Department Overview · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our customers. By understanding their ne ...

  • TD Bank

    Manager, Customer Experience

    2 weeks ago

    TD Bank Thunder Bay, Canada

    **TD Description** · Stay current and competitive. Carve out a career for yourself. Grow with us. · **Department Overview** · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our customers. By understanding their ...

  • Scotiabank

    Customer Experience Associate

    2 weeks ago

    Scotiabank Thunder Bay, Canada

    Requisition ID: 195565 · Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. · **About the role**: · As a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put ou ...

  • TD Bank

    Customer Experience Associate

    2 weeks ago

    TD Bank Thunder Bay, Canada

    **TD Description** · Stay current and competitive. Carve out a career for yourself. Grow with us. · **Department Overview** · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our customers. By understanding their ...

  • TD Bank

    Customer Experience Associate

    1 week ago

    TD Bank North Bay, Canada

    **Customer Experience Associate**: · BR · **Job Category - Primary** · - Retail Banking - Customer Service · **Work Location** · - 103 Laurentian Drive · **Employment Type** · - Regular · **City** · - North Bay · **Time Type** · - Part Time · **Province/State** · - Ontario · **Ho ...

  • TD Bank

    Customer Experience Associate

    1 week ago

    TD Bank Thunder Bay, Canada

    424360BR · Retail Banking - Customer Service · Thunder Bay, ON · November 7, 2023 · Hours · 15 · Workplace Model · Onsite · Pay Details · Department Overview · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our ...

  • TD Bank

    Customer Experience Associate

    3 weeks ago

    TD Bank Thunder Bay, Canada

    400882BR · Retail Banking - Customer Service · Thunder Bay, ON · February 23, 2023 · Company Overview · Department Overview · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our customers. By understanding their ...

  • Habitat for Humanity Restore Thunder Bay

    Customer Experience Associate

    3 weeks ago

    Habitat for Humanity Restore Thunder Bay Thunder Bay, Canada

    Job Description: Customer Experience Associate · Duties: - Processing Sales: Scan or manually enter the prices of items into the point-of-sale (POS) system. · - Respond to customer inquiries via phone in a timely and professional manner · - Merchandising on the sales floor with p ...

  • TD Bank

    Customer Experience Associate

    1 week ago

    TD Bank North Bay, Canada

    **TD Description** · Stay current and competitive. Carve out a career for yourself. Grow with us. · **Department Overview** · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our customers. By understanding their ...

  • TD Bank

    Customer Experience Associate

    2 weeks ago

    TD Bank North Bay, Canada

    **TD Description** · Stay current and competitive. Carve out a career for yourself. Grow with us. · **Department Overview** · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our customers. By understanding their ...

  • TD Bank

    Customer Experience Associate

    2 weeks ago

    TD Bank Thunder Bay, Canada

    **TD Description** · Stay current and competitive. Carve out a career for yourself. Grow with us. · **Department Overview** · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our customers. By understanding their ...

  • TD Bank

    Customer Experience Associate

    1 week ago

    TD Bank Thunder Bay, Canada

    **Customer Experience Associate**: · BR · **Job Category - Primary** · - Retail Banking - Customer Service · **Work Location** · - 595 Arthur Street West · **Employment Type** · - Regular · **City** · - Thunder Bay · **Time Type** · - Part Time · **Province/State** · - Ontario · ...

  • TD Bank

    Manager, Customer Experience

    2 weeks ago

    TD Bank Thunder Bay, Canada

    411546BR · Retail Banking - Management · Thunder Bay, ON · June 12, 2023 · Company Overview · Department Overview · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our customers. By understanding their needs and ...

  • The Standard Insurance

    Customer Experience Representative

    3 weeks ago

    The Standard Insurance Thunder Bay, Canada

    Are you a warm, friendly, and organized individual with a passion for providing exceptional customer service? Do you thrive in a fast-paced and dynamic work environment? If so, we have the perfect opportunity for you · We are seeking a highly motivated and organized professional ...

  • TD Bank

    Manager, Customer Experience

    1 week ago

    TD Bank Thunder Bay, Canada

    **Manager, Customer Experience**: · BR · **Job Category - Primary** · - Retail Banking - Management · **Work Location** · - 1090 Dawson Road · **Employment Type** · - Regular · **City** · - Thunder Bay · **Time Type** · - Part Time · **Province/State** · - Ontario · **Hours** · - ...

  • TD Bank

    Customer Experience Associate

    2 weeks ago

    TD Bank North Bay, Canada

    **TD Description** · Stay current and competitive. Carve out a career for yourself. Grow with us. · **Department Overview** · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our customers. By understanding their ...

  • TD Bank

    Customer Experience Associate

    3 weeks ago

    TD Bank North Bay, Canada

    **TD Description** · Stay current and competitive. Carve out a career for yourself. Grow with us. · **Department Overview** · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our customers. By understanding their ...

  • TD Bank

    Customer Experience Associate

    1 week ago

    TD Bank Thunder Bay, Canada

    **Customer Experience Associate**: · BR · **Job Category - Primary** · - Retail Banking - Customer Service · **Work Location** · - 1039 Memorial Avenue Branch · **Employment Type** · - Regular · **City** · - Thunder Bay · **Time Type** · - Part Time · **Province/State** · - Ontar ...

  • Michaels of Canada, ULC.

    Customer Experience Manager

    1 week ago

    Michaels of Canada, ULC. Thunder Bay, Canada

    Store - THUNDER BAY, ON · Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes. Maintain store recovery standards to deliver our Brand Promises. Deliver friendly customer service. ...

  • TD Bank

    Customer Experience Associate

    2 weeks ago

    TD Bank Thunder Bay, Canada

    395191BR · Retail Banking - Customer Service · Thunder Bay, ON · January 10, 2023 · Company Overview · Department Overview · At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long · - lasting relationships with our customers. By understanding their ...