Director, Customer Support Automation
Role Overview
The Director, Customer Support Automation role is based in Brampton, Ontario.
Lead the strategy and business management of platforms and automation capabilities supporting Customer Support.
Drive improved customer and colleague experiences, service, productivity and cost-to-serve.
Key Skills for This Role
Full Job Posting
Role overview
The Director, Customer Support Automation role is based in Brampton, Ontario.
Lead the strategy and business management of platforms and automation capabilities supporting Customer Support.
Drive improved customer and colleague experiences, service, productivity and cost-to-serve.
Responsibilities
- Set strategy and roadmaps for customer-support automation, AI and enabling platforms.
- Lead business management of Salesforce, conversational AI and chatbots, IVR and knowledge management, including priorities, governance and investment decisions.
- Scale automation that improves self-service and resolution, reduces avoidable contacts and simplifies colleague work.
- Partner across Customer Support, Technology, Digital, Product, Data and Finance to deliver solutions, business cases and measurable benefits.
- Lead and develop a high-performing team focused on innovation, accountability and continuous improvement.
What you bring
- Significant leadership experience in customer support, contact-centre technology, digital service, product management or automation.
- Experience leading technology-enabled transformation in a large, complex organization.
- Strong knowledge of contact-centre operations and enterprise service platforms; Salesforce Service Cloud, conversational AI, chatbots, IVR and knowledge management are ideal examples.
- Strong strategic, data and financial acumen, including roadmaps, business cases and measurable outcomes.
- Strong people leadership, stakeholder management and executive communication skills; able to shift between strategy and execution.
Compensation
- Hiring range is CAD 128,000–176,000 per year.
- Pay may depend on experience, knowledge and the position's geographical region.
Application notes
- Candidates aged 18 or older must complete a criminal background check.
- The posting is for an existing vacancy; the company uses artificial intelligence to screen, assess and/or select applicants.
Benefits
- The employer describes training, career flexibility and competitive benefits.
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