Lead a multidisciplinary regional service delivery team to deliver workplace technology services across Western Canada, driving service excellence, automation, and employee experience.
Compensation
Salary range (but not limited to):
128,300 - 156,800
Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance):
15%
Share plan & other savings: up to 12% of salary or even more
Responsibilities
Lead, coach and inspire a multidisciplinary regional service delivery team responsible for onsite and remote technology support
Lead your team in understanding business needs, employee needs and service pain points, effectively translating them into impactful regional strategies and concrete improvement opportunities
Detail and execute the regional service roadmap with your team to improve workplace support, service request fulfilment, device lifecycle activities, collaboration technology and onsite technology readiness
Foster a “service ownership mindset” and elaborate data-driven strategies in close collaboration with teams in Service Desk, Workplace Technology, Cybersecurity, Network, Infrastructure, Asset Management and business operations
Build and foster alignment across regional stakeholders around service priorities, execution plans, operational standards and the delivery of a consistent employee experience across offices and remote locations
Requirements
Bachelor’s degree in Information Technology, Computer Science, business administration, service management or a related field, or any equivalent combination of education and experience
The Senior Director, Resident Services leads Progress Residential's resident-contact organization, structured as a tiered operating model: Care (inbound), Case Management (multi-touch resolution), and Advocacy (executive and complex matters), supported by centralized workforce management. The role owns both current service performance and the transformation roadmap toward an AI-enabled model.
Compensation
Competitive Compensation - Including performance-based bonuses that reward your contributions.
Responsibilities
Own service performance across all resident-contact channels - service level, first-contact resolution, case aging, resolution time, and resident satisfaction.
Drive contact center transformation roadmap and optimization: voice AI, automated journeys, and platform initiatives from current state to the target AI-enabled model.
Identify and drive self-service opportunities across the resident journey - deflect routine contact to digital and automated channels while ensuring human specialists engage where they change the outcome.
Lead the three tiers of the operating model - Care (inbound), Case Management (multi-touch resolution), and Advocacy (executive, press, government, and complex matters) including tier routing rules, cross-training, and progression paths between tiers.
Reduce escalation volume through root-cause elimination and improved first-contact resolution; directly own executive-visible escalations and their SLA standards.