Jobs in Canada

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Added 1 min ago
AC
Manager, Tax
ACCA Careers
Vancouver, BC
- Full-time
…you’ll design solutions for clients that meet compliance and reporting requirements, minimize risk, drive efficiencies and maximize…
Added 1 min ago
AC
Senior Manager, Assurance and Accounting
ACCA Careers
ON · Kenora, ON
- Full-time
…unique needs within a rapidly evolving business and financial reporting landscape. As a trusted advisor, you’ll provide comprehensive, tailored financial information that enables clients to…
Added 1 min ago
AS
Monitoring Room / SOC Shift Supervisor
Admiral Security and Investigations
Dieppe, NB
- $45,000 to $55,000 CAD / year
- Full-time
Availability to work rotating shifts, including nights, weekends and holidays
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T
Program Manager
TalentWorld
Belleville, ON
- Full-time
Opportunity to lead customer programs and drive manufacturing improvements
Added 1 min ago
FI
Senior Support, Maintenance, and Development (.NET)
Flexstaf I.T. Inc.
Regina, SK
- Contract
…load testing and performance tuning, Git, Postman, SQL Server Reporting Services, Microsoft SQL Server Management Studio, Oracle SQL Developer, Active Directory integrations, Jira…
Added 1 min ago
WW
Area Manager
Wireless World Solutions
Surrey, BC
- Full-time
Lead and coach Store Managers and retail sales teams.
Added 2 mins ago
MR
Purchasing Manager
Meridia Recruitment Solutions, a KBRS Company
Dartmouth, NS
- Full-time
Reporting to the CFO, the Purchasing Manager is responsible for leading Cherubini Bridges and Structures purchasing function, overseeing strategic sourcing initiatives, supplier…
Added 2 mins ago
TC
Engineer
Tata Consultancy Services
Toronto, ON
- $90,000 to $100,000 CAD / year
- Full-time
We are looking to engage an experienced Senior FinOps Engineer / Cloud Cost Optimization Lead to help us establish a sustainable cloud cost optimization practice within our Data Platforms…
Added 2 mins ago
AC
Manager, Assurance and Accounting
ACCA Careers
Summerside, PE
- Full-time
…unique needs within a rapidly evolving business and financial reporting landscape. As a trusted advisor, you’ll provide comprehensive, tailored financial information that enables clients to…
Added 2 mins ago
AC
Manager, Professional Services
ACCA Careers
Calgary, AB
- Full-time
…unique needs within a rapidly evolving business and financial reporting landscape. As a trusted advisor, you’ll provide comprehensive, tailored financial information that enables clients to…
Added 2 mins ago
Operations Manager
WestJet Group
Calgary, AB
Reporting to the Sr. Manager – Line Maintenance, this role will be focused on supporting the individual front-line AME's at the YYC base, providing structure and consistent guidance to keep…
Added 2 mins ago
Manager, Real Estate & Land Development
Winnipeg Airports Authority
Winnipeg, MB
Must possess a valid Class 5 Driver's License and be able to obtain and maintain a Restricted Area Identification Card (RAIC)
Added 2 mins ago
Systems Analyst
F12.net
Calgary, AB
The Position: Reporting to the Manager, Service Delivery – Our Systems Analyst is always available to resolve our client’s technical issues in person and remotely. As the System Analyst,…
Added 17 mins ago
L
Director of Operations
Ladders
ON · Ontario, Canada
- $300,000 to $375,000 CAD / year
- Full-time
Build and lead a team of 700+ employees with a focus on performance and talent development
Added 17 mins ago
CO
Job ID #32358: Supervisor, Administration & Resident Services
City of Hamilton
Hamilton, ON
- Full-time
- Temporary
Reporting directly to the Administrator, Wentworth Lodge, supervises and coordinates the provision of Therapeutic Recreation, Pastoral Care and Volunteer Services in accordance with the…
Added 17 mins ago
CO
Job ID #32347: Senior Business Application Analyst-Budgets
City of Hamilton
Hamilton, ON
- Full-time
- Temporary
Must have highly effective leadership, facilitation, communication, presentation, interpersonal and organizational skills · Must have experience in setting team and individual goals, managing employee performance accountability for meeting those goals
Added 17 mins ago
CO
Job ID #32343: Organizational Development and Learning Specialist
City of Hamilton
Hamilton, ON
- Full-time
- Temporary
Reporting to the Manager, Organizational Development and Learning, you will lead the development and implementation of corporate-wide programs and initiatives related to the City’s Talent…
Added 17 mins ago
CO
Job ID #32342: Supervisor, HR Records & Data Quality
City of Hamilton
Hamilton, ON
- Full-time
- Temporary
Reporting to the Manager, HR Technology & Analytics, the Supervisor, HR Records & HR Systems Data Quality is responsible for the leadership, supervision, and operational management of the…
Added 17 mins ago
CO
Job ID #32332: Project Manager, Stormwater Planning
City of Hamilton
Hamilton, ON
- Full-time
- Temporary
Reporting to the Senior Project Manager, Water/Wastewater Planning, the Project Manager, Stormwater Plannin will provide leadership to subordinate staff in a team environment that shall…
Added 17 mins ago
C
Data Governance and Risk and Control Lead
Citi
Mississauga, ON
- Full-time
The Data Governance and Risk and Control Lead is a senior-level position responsible for liaising between business users and technologists to exchange information in a concise, logical and…
Added 17 mins ago
CO
Job ID #32099: Project Manager, Special Event Planning
City of Hamilton
Hamilton, ON
- Full-time
- Temporary
Reporting to the Manager, Business Support, the Project Manager, Special Event Planning will take a lead role in researching, consulting, developing and preparing reports on special events…
Added 17 mins ago
SN
Associate Dean, Business
Six Nations Polytechnic
Brantford, ON
- Full-time
The Associate Dean, Business exists to establish and lead the development of Six Nations Polytechnic (SNP)’s new Business portfolio through the five-year Mamawi initiative. The role will…
Added 17 mins ago
V
Senior Project Lead
ValGenesis
Toronto, ON
- Full-time
As a Senior Project Lead at ValGenesis, you’ll help life sciences customers turn complex business needs into practical digital solutions that improve how they work. You’ll combine strategic…
Added 17 mins ago
GO
Coordinator, Staff Housing Policy
Government of Nunavut Recruitment
Iqaluit, NU
- Full-time
Reporting to the Director, Staffing, the Coordinator, Staff Housing Policy (Coordinator) will take a lead role on the Government of Nunavut’s (GN) Staff Housing Policy administered by the…
Added 32 mins ago
PW
Station Manager– Freight Forwarding
Priority Worldwide
Pointe-Claire, QC
- Full-time
Priority Worldwide is seeking an experienced Station Manager to lead the overall operations, performance, and continued growth of our Montreal station.

Director of Customer Experience & Support

Vancouver, BC, Canada
Greater Vancouver, BC, Canada

The successful candidate will be rewarded with a competitive compensation package (base salary +/-$110,000), a great work environment, and long-term growth opportunities. · Full-time

Apply on LinkedIn About employer

Applications open in a new tab.

Job details

Pay: The successful candidate will be rewarded with a competitive compensation package (base salary +/-$110,000), a great work environment, and long-term growth opportunities.
Job type: Full-time
Experience: Leadership Experience: Minimum 5–7 years of Director-level customer service management experience within large-scale, high-growth e-commerce / online environments.
Posting language: English
Posted: Oct 2, 2026

Original job description

MacDonald Search Group is proud to partner with a leading printing company in their search for a Vancouver-area based Director of Customer Experience & Support. Our client serves businesses, creative professionals, agencies, and global brands across North America and internationally. The company offers an extensive range of custom print products, including premium business cards, packaging, labels, stickers, marketing collateral, and fully bespoke print solutions tailored for retail campaigns and major events.

As the Director of Customer Experience, you will lead, scale, and optimize customer support operations across their Vancouver area and Toronto locations. In an environment experiencing rapid revenue expansion, maintaining flawless customer contact resolution is critical - particularly ensuring zero missed or abandoned sales/support inquiries.

What you’ll be doing:

Customer Service Strategy: Craft, execute, and continuously refine a comprehensive, multi-channel CS strategy aligned with our client’s high-growth goals.
Multi-Location Management: Direct, mentor, and expand customer support teams operating across call centers and service hubs in the Vancouver area and Toronto.
Volume & Revenue Protection: Implement staffing, queue routing, and operational strategies to minimize abandoned phone calls and guarantee maximum capture of inbound revenue opportunities.
Budget & HR Support: Manage an operating budget, oversee labor allocations, control operational costs, and supporting HR management for the CS team (hiring, performance management, retention).
Service Audits & Quality Control: Perform "stealth mode" monitoring and quality audits across phone, live chat, and email to ensure exceptional accuracy, tone, and print-spec guidance.
Pricing Expertise & Training: Master Jukebox’s print graphics pricing structures and directly train representatives on complex estimating, custom quotes, and product upselling.
Training Manual & Onboarding: Design, document, and maintain a comprehensive training manual and onboarding program that accelerates employee ramp-up times and standardizes service excellence.
KPI Tracking & Target Setting: Establish, monitor, and report on core performance metrics (CSAT, SLA, First Contact Resolution, Abandonment Rates, Training Ramp-up Time) to drive efficiency and continuous improvement.
Customer Feedback Loop: Aggregate and channel qualitative and quantitative customer feedback to executive leadership, product, production, and marketing teams to enhance service and product offerings.
Executive Presentation: Regularly present progress updates, strategic initiatives, and operational health metrics to the Executive Leadership Team.

Who you are:

Industry Expertise: Ideally 5–7 years of direct experience in the print graphics / commercial printing industry, with a solid understanding of print materials, finishes, pre-press jargon, and pricing dynamics.
Leadership Experience: Minimum 5–7 years of Director-level customer service management experience within large-scale, high-growth e-commerce / online environments.
Multi-Site Oversight: Proven track record of successfully managing and scaling distributed or multi-location CS teams (15+ direct/indirect reports).
Education: Bachelor’s Degree in Business, Marketing, Communications, or a related field.
Metric-Driven Mindset: Hands-on mastery of CS metrics (monitoring, targeting, and optimizing KPIs that support scale, efficiency, accuracy, and reduced training cycles).

The successful candidate will be rewarded with a competitive compensation package (base salary +/-$110,000), a great work environment, and long-term growth opportunities.

If you would like to take the next step, please forward your resume ASAP!

Apply on LinkedIn About employer

More about this job

Responsibilities

Lead and scale customer support operations across Vancouver-area and Toronto locations, developing service strategy, managing budgets and staffing, and reducing abandoned inquiries. Establish quality audits, pricing and service training, onboarding programs, KPI reporting, customer feedback processes, and regular executive updates.

Requirements

The role calls for 5–7 years of print graphics or commercial printing experience and 5–7 years of director-level customer service leadership in a large-scale, high-growth e-commerce environment. Candidates should have experience managing distributed teams of 15 or more, strong command of customer service metrics, and a bachelor's degree in business, marketing, communications, or a related field.

Skills

Customer Service Strategy
Customer Support Operations
Staffing and Workforce Planning
Queue Routing
Budget Management
Hiring and Performance Management
Quality Auditing
Print Pricing and Estimating
Upselling
Training and Onboarding
KPI Tracking and Reporting
Customer Feedback Analysis
Executive Presentations
E-Commerce Operations

Benefits

Great Work Environment
Long-Term Growth Opportunities

Visa sponsorship

Not detected in the job text

Keywords

Commercial Printing
Print Graphics
Custom Print Products
Pre-Press
Print Materials
Print Finishes
Print Pricing
Custom Quotes
Customer Experience
Customer Support
Call Centers
Live Chat
Email Support
Multi-Channel Customer Service
E-Commerce
Queue Routing
Abandonment Rates
Customer Satisfaction (CSAT)
First Contact Resolution
Quality Audits
Workforce Planning
Budget Management
Training and Onboarding
Customer Feedback
Upselling

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Work requirements

Jobs in Canada