Director Customer Experience and Partner Performance

Athos is one of Canada’s leading providers of funeral, cemetery, cremation, and memorial services. Our mission is to provide families with an exceptional experience, supported by digital solutions that improve how we work and serve our communities.

Role Summary

The Director, Customer Experience and Partner Performance plays a key role in improving the experience provided to families.

This person manages the business relationship with and performance of the BPO partner, particularly for contact centre operations. They ensure compliance with Athos’s service levels, quality standards, and customer experience expectations.

They also oversee the Customer Experience and Voice of the Customer (VoC) programs, analyze pain points, and turn customer data and feedback into tangible, measurable improvements.

Key Responsibilities

• Oversee the relationship and governance structure with Athos’s BPO partner, Gatestone;
• Monitor SLAs, KPIs, quality standards, and improvement plans;
• Coordinate changes to processes, tools, scripts, and training;
• Deploy and continuously improve the Voice of the Customer program and surveys;
• Analyze NPS, satisfaction, customer feedback, and pain points;
• Develop dashboards and provide actionable recommendations;
• Define and implement common customer experience standards;
• Analyze customer journeys and improve operational processes;
• Engage brands and internal teams in CX initiatives;
• Present results, priorities, and action plans to senior management.

Success Metrics

• Achievement of BPO SLAs and KPIs;
• Improved quality, NPS, and customer satisfaction;
• Reduction in recurring complaints and pain points;
• Improved first-contact resolution;
• Adoption of CX standards across the brands;
• Measurable impact of continuous improvement initiatives.

Candidate Profile

• Five to seven years of experience in customer experience, contact centre operations, vendor management, or continuous improvement;
• Demonstrated experience managing a BPO, contact centre, or outsourced service partner;
• Experience with VoC programs, surveys, and quality assurance;
• Strong understanding of SLAs, KPIs, and performance management;
• Strong analytical skills and the ability to turn data into action plans;
• Experience with CRM tools, survey platforms, and contact centre technologies;
• Excellent communication, influencing, and collaboration skills;
• Ability to engage teams in a matrixed and evolving environment;
• Bilingual proficiency in French and English, both spoken and written.

Key Competencies

Customer focus, partner management, results orientation, continuous improvement, influence, collaboration, change leadership, and analytical ability.

Why This Role Matters

Athos is transforming its customer experience, tools, and ways of working. This person will be at the heart of that transformation—measuring the experience, identifying priority improvements, and engaging teams to provide families with a simpler, more consistent, and more human experience.