The Role
The Regional Customer Service Manager will oversee customer service operations, lead teams, resolve customer issues, implement process improvements, and analyze performance metrics across three provinces.
Summary Generated by Built In
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.
- 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.
- 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.
Systems, Process & Data Discipline
Leadership & Team Development
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.
- 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.
What Success Looks Like in This Role
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.
Top Skills
Microsoft Office Suite
Salesforce
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The Company
What We Do
MAKING HEALTHCARE SAFER The philosophy that guides Daniels - striving to make a safer environment for everyone involved in healthcare. Daniels has operations in Australia, USA, Canada, New Zealand, UK, Europe and South Africa and is widely regarded as a leader of innovation in the medical waste space. Daniels' flagship product - the Sharpsmart collector, was launched in 1999 and is now used in thousands of healthcare facilities around the globe. It has been peer reviewed in numerous medical journals with findings that indisputably assert it as the safest sharps collector in the world. Through education, innovation and service, we are committed to make the healthcare industry safer for the people who work in it and continually drive the development of ecologically sustainable solutions to reduce the environmental impact of medical waste.
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