Customer Excellence Manager

Job Description

About Daniels Health
Since 1986, Daniels Health has been a global leader in healthcare waste management, driven by a mission to create safer, more sustainable healthcare environments. Our operations depend on tight coordination between Customer Service, Operations, Transportation, and Billing to ensure service reliability and revenue protection.

Role Overview
The Customer Excellence Manager (BC, AB, MB) is a Senior Operational Leader responsible for both the quality of customer service execution and the disciplined operation of a regional Customer Service function.

This role is not a traditional call-center management position. It requires a leader who can coach Customer Service teams on best practices in communication and escalation, while also ensuring accurate and timely execution of operational Customer Service work that directly impacts service delivery, routing, billing, and revenue recognition.

Key Responsibilities:
Customer Service Execution & Coaching
Coach Customer Service teams on best practices for customer communication, including proactive service notifications, clear expectation-setting during service disruptions, and professional de-escalation
Establish and enforce clear escalation standards, ensuring issues are resolved at the appropriate level
Ensure consistent tone, quality, and accuracy of customer communications across the region
Use customer feedback, NPS, and complaint data to identify coaching and process improvement opportunities

Operational Customer Service & Revenue Protection
Oversee Customer Service teams responsible for operational execution, including:
Delivery paperwork and documentation
Preparation of route sheets for drivers
Service calendar creation and updates
Review of manifests and validation of delivery and pickup quantities
Ensuring routes are closed accurately and on time to support billing
Partner closely with Operations, Transportation, and Finance to resolve service and documentation issues that could impact delivery performance or billing timelines

Capacity Management & Regional Coverage
Operate Customer Service in a constrained environment, allocating work by hours and priority rather than ad hoc effort
Balance service demand, operational deadlines, and team sustainability
articipate in national Customer Service coverage planning, including regional pooling and temporary cross-region support
Ensure staffing gaps, risks, and trade-offs are visible and escalated appropriately

Systems, Process & Data Discipline
Ensure Salesforce is used consistently as the system of record for all Customer Service activity
Enforce process discipline around case management, service notifications, and documentation
Analyze regional CS performance metrics, including service levels, DIFOT impact, escalations, and billing-related errors
Identify trends and implement corrective actions to improve service reliability and operational efficiency

Leadership & Team Development
Lead, coach, and develop Customer Service Supervisors and frontline team members across British Columbia, Alberta & Manitoba
Build capability within the team to handle complex service and operational scenarios independently
Support recruitment, onboarding, and succession planning for regional Customer Service roles
Foster a culture of accountability, continuous improvement, and cross-site collaboration

Requirements & Skills
7+ years of experience in Customer Service, Service Operations, or Service Delivery roles, with at least 3 years in a leadership capacity
Proven experience managing Customer Service teams embedded in operational or logistics-driven environments
Demonstrated experience coaching teams on customer communication, escalations, and service recovery
Experience with CRM systems (Salesforce strongly preferred) and operational systems such as routing or dispatch platforms
Strong understanding of how Customer Service execution impacts delivery performance, DIFOT, and billing
Strong analytical, organizational, and decision-making skills
Comfortable operating under constraint and making trade-offs between demand, capacity, and service levels

What Success Looks Like in This Role
Customers are proactively informed of service impacts before they need to call
Escalations are intentional, controlled, and declining over time
Routes are closed accurately and on time, with minimal billing delays due to CS errors
Salesforce data is trusted and used for decision-making
Customer Service teams feel supported, capable, and not dependent on heroics
Leadership is no longer required to backfill day-to-day Customer Service execution

Equal Opportunity Employer
Daniels Health & Sharpsmart is an equal opportunity employer. In accordance with anti-discrimination law, we prohibit discrimination and harassment of any type and afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law. Daniels Health & Sharpsmart conforms to the spirit as well as to the letter of all applicable laws and regulations.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.