Director, Customer Care Strategy & Enablement

Xplore Inc. is Canada’s fibre, 5G and satellite broadband company for rural living. Xplore is committed to the relentless pursuit of an improved broadband experience for all Canadians. Xplore is building a world-class fibre optic and 5G wireless network to enable innovative broadband services for better every day rural living, for today and future generations.
 
 Role Overview

The Director, Customer Care Strategy & Enablement, is responsible for defining and executing the strategic transformation roadmap for Customer Care at Xplore. This role will lead the evolution of the contact centre from a traditional support function into a modern, insight-driven, customer-centric organization that delivers measurable business value, operational excellence, customer retention, and differentiated customer experiences.

This leader will design and operationalize the long-term contact centre strategy focused on creating seamless and memorable customer journeys across the entire customer value chain while improving efficiency, reducing friction, enabling digital adoption, supporting retention, and creating opportunities for reinvestment into the business.

Operating within a highly matrixed environment, this role serves as a key liaison between Customer Care and cross-functional partners including IT, Digital, Product, Marketing and Network Operations to ensure organizational changes are effectively implemented, operationally sustainable, technically aligned, and customer-centric. 

Success in this role requires a blend of strategic vision, telecommunications knowledge, customer experience leadership, operational expertise, transformation capability, and strong cross-functional influence. Experience in an agile working environment is also an asset. 

Reports to: VP, Customer Care and Contact Centres

Key Matrix Partners: Customer Office, Marketing, IT, Digital, Product, Network Operations, Operational Excellence & Enablement

 
 Key responsibilities include:

1. Contact Centre Transformation Strategy

• Develop and execute the long-term Customer Care transformation strategy aligned to organizational priorities and customer experience objectives
• Lead the evolution of the contact centre into a modern, digitally enabled, insight-driven organization that delivers both customer and business value
• Drive initiatives that create frictionless, memorable customer experiences across the end-to-end customer journey
• Identify opportunities to transform traditional support models through automation, self-service, digital adoption, workflow optimization, process simplification, and call deflection strategies
• Help reposition Customer Care from a traditional cost centre toward a value-generating business function through improved customer retention, efficiency, experience, and operational effectiveness
• Establish strategic roadmaps and execution plans to modernize customer care capabilities, technologies, operating models, and customer engagement strategies
• Lead continuous improvement initiatives focused on scalability, agility, operational efficiency, and customer outcomes

2. Customer Experience & Journey Optimization

• Champion customer-centric design principles across customer care processes, channels, and interactions.
• Partner across the organization to reduce customer pain points, eliminate operational friction, and improve ease of doing business
• Leverage customer feedback, operational insights, and frontline input to continuously improve customer journeys and service experiences
• Ensure transformation initiatives balance customer experience, employee experience, operational scalability, and business outcomes
• Identify root causes driving repeat contacts, customer dissatisfaction, and customer effort, and implement sustainable improvement strategies

3. Retention Strategy & Customer Value Optimization

• Partner with retention and loyalty teams to support enterprise churn reduction strategies and improve long-term customer value
• Identify customer experience, operational, and process improvement opportunities that positively influence customer retention and loyalty
• Support the design and implementation of proactive retention initiatives, save strategies, and customer journey improvements
• Leverage customer insights, contact drivers, and behavioral trends to identify root causes of churn and recommend strategic improvements
• Collaborate with Product, Marketing, Digital, and Operational teams to ensure retention strategies are operationally executable and effectively supported within Customer Care
• Help drive customer-centric initiatives that improve customer confidence, reduce friction, and strengthen brand loyalty

4. Cross-Functional Leadership & Operational Readiness

• Serve as the primary Prime for Contact Centre project delivery and inventory, representing Customer Care needs across enterprise initiatives and ensuring alignment to frontline capabilities, customer experience objectives, and working closely with cross-functional teams
• Partner with business teams to successfully implement new products, technologies, policies, systems, and process changes into frontline environments
• Assess operational and customer care impacts associated with technology implementations, product launches, service changes, and operational transformations
• Ensure operational readiness through effective change management, communication planning, process alignment, training coordination, and enablement strategies 
• Represent the voice of the frontline and the customer during business planning, transformation, and implementation discussions
• Support governance frameworks that ensure business changes are operationally sustainable and aligned to customer experience objectives

5. Executive Reporting & Communication

• Lead preparation of executive-level materials, including business reviews and strategic updates
• Provide clear, concise storytelling using data and insights to inform strategic priorities and investment decisions
• Deliver measurable operational and cost efficiencies that support reinvestment into the business
• Provide leadership reporting, strategic recommendations, and transformation progress updates to senior leadership Translate business requirements into scalable data engineering solutions.
   
  

The ideal candidate will possess:

The ideal candidate is a strategic and transformational leader who combines strong customer experience instincts with operational discipline and execution capability. They are highly collaborative, data-informed, and skilled at influencing across complex organizations.

This leader brings:

• Deep understanding of contact centre operations and customer care transformation
• Strong strategic planning, influencing, transformation, and change leadership capability. Experience in an agile working environment is considered an asset. 
• Telecommunications industry experience or experience within similarly complex service-based environments
• Experience partnering with Product, IT, Digital, Operational, and Customer Experience teams to operationalize complex business and technology initiatives
• Knowledge of retention strategies, churn drivers, and customer lifecycle management
• Ability to translate strategy into executable roadmaps and measurable outcomes
• Strong stakeholder management, communication, and influencing skills
• Customer-centric mindset balanced with financial and operational acumen
• Passion for innovation, continuous improvement, and frontline empowerment

Condition of Employment:

As a condition of employment and in order to comply with industry related data security standards, this position is subject to the successful completion of a Criminal Background Check. Details will be supplied to applicants as they move through the selection process. 

Xplore is committed to creating an accessible environment and will accommodate disabilities during the selection process. Please let your recruiter know during the selection process of any accommodation needs.