Director, Customer Experience Operations

About Bell Business Markets

Connection is everything at Bell. We are building a more connected future through world-class networks, AI-powered solutions, and digital experiences. Bell empowers its teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. If you are inspired by innovation that advances how people connect, you belong on #TeamBell. On the Bell Business Markets team, you will be a vital part of making innovation happen for enterprise-scale customers, delivering advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre, and Internet & Private Networks. Your skills and expertise will help Bell remain a leading provider of digital connections and next-generation services to businesses and governments.

Role Summary

Bell Business Markets is seeking a dynamic and transformational Director, Customer Experience Operations to lead large, high-performing teams. This role is crucial for elevating the Service Ordering, Billing, and Collections experience for enterprise customers. You will drive end-to-end operational excellence, embed data-driven decision-making, and lead the strategic integration of AI to improve productivity, efficiency, and customer satisfaction at scale. This position involves leading both unionized and non-unionized teams and requires close collaboration across the organization to deliver a consistent, seamless customer journey.

Key Responsibilities

• Lead large unionized and non-unionized operations teams to deliver consistent, high-quality customer experiences.
• Drive CX transformation by simplifying and redesigning processes for improved efficiency, accuracy, scalability, and customer outcomes.
• Own data-driven CX operations, developing KPI frameworks, dashboards, and predictive insights for performance and service delivery management.
• Analyze customer trends, SLA/SLO performance, forecasts, backlogs, and operational risks, translating insights into clear action plans.
• Partner with BI, analytics, and data engineering teams to enhance data quality, automation, and insight generation.
• Operationalize insights to improve NPS/CSAT, cycle time, quality, first-contact resolution, and cost-to-serve.
• Lead the integration and adoption of AI across operations, including predictive analytics, intelligent routing, quality automation, and agent-assist tools.
• Establish AI governance and measure its impact on productivity, accuracy, forecasting, workforce efficiency, and customer satisfaction.
• Embed continuous improvement methodologies like Lean, Six Sigma, automation, and AI-driven insights.
• Collaborate cross-functionally to align processes, systems, and policies with the enterprise CX strategy.
• Manage vendors to ensure compliance and meet performance and commercial commitments.
• Lead workforce planning and capacity management to achieve demand and service targets.
• Develop leaders and foster succession through coaching, talent pipelines, and performance management.

Critical Qualifications

• 5+ years of relevant operations leadership experience, preferably in telecom or complex enterprise environments.
• University degree in Business or a related field, or equivalent experience.
• Strong pragmatic problem-solving skills with deductive reasoning and a bias for measurable outcomes.
• Excellent interpersonal and leadership skills with a genuine commitment to talent development.
• Ability to think strategically and simplify complex concepts for diverse audiences.
• Advanced communication skills (written & verbal); bilingualism in English and French is required.
• Solid understanding of the telecommunications industry, including competition, products, technology, and regulatory aspects.
• Proven ability to build and deliver a business plan and lead large operations teams.
• Expertise in customer experience operations, SLA/SLO governance, and service delivery.
• Proficiency in data & analytics: skilled at KPI design, cohort/voice-of-customer analysis, root cause analysis, forecasting, and turning insights into action.
• AI leadership capability: experience selecting, deploying, operationalizing AI tools, and measuring their impact on productivity, quality, and CX.
• Strong negotiation and executive-level presentation skills; ability to influence cross-functionally.
• Budget/financial acumen and disciplined performance management.
• Highly organized with strong coordination skills across multiple initiatives and teams.

Preferred Qualifications

• ITIL certification or strong understanding of ITIL/ITSM methodology.
• Advanced understanding of Bell operational processes or comparable large-scale telecom processes.
• Strong knowledge of Wireless, Voice, Data, and IP business solutions.
• Experience in IT/Application support within enterprise operations.
• Familiarity with Lean/Six Sigma and BI/analytics platforms; experience with AI-enabled operations.

Additional Information

This is a Regular - Full Time Management position. Work arrangement is Hybrid, requiring successful candidates to be based in Canada and report to a set Bell office for a minimum of 3 days a week. Flexible work hours are offered based on business needs. Adequate knowledge of French is required for positions in Quebec. Bell is an inclusive and accessible workplace, committed to providing accommodations during the hiring process. Artificial intelligence may be used to assess parts of your application. Bell is one of Canada's Top 100 Employers.

Key skills/competency

• Customer Experience (CX)
• Operations Leadership
• AI Integration
• Data Analytics
• Process Transformation
• KPI Frameworks
• SLA/SLO Governance
• Lean Six Sigma
• Workforce Planning
• Telecom Industry Knowledge