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
Our story began with a passionate idea that we could change the world.... And to be honest, we’ve never stopped believing that... In 1986 it was a simple concept that microbiology teamed with innovation and clinical contribution could eliminate an issue that was profoundly impacting the healthcare industry – HIV acquired through needle-stick injuries.
In Australia, we lived out our dream. Investing years into R&D to create the safest containment system in the world and taking on the industry status quo to petition for higher standards in sharps protection, we witnessed an 80+ percent reduction in disposal-related needlestick injuries nationwide. And then we kept going...
To support our expanding regional customer base, we are looking for a Regional Customer Service Manager based out of British Columbia (BC). This role will oversee customer service operations across British Columbia, Alberta, and Manitoba, ensuring consistent delivery of exceptional customer experiences, strengthening operational alignment, and developing local customer service supervisors and teams.
Key Responsibilities:
- Lead, coach, and mentor Customer Service Supervisors and their teams across assigned business units.
- Drive alignment in customer service processes, policies, and performance standards across sites.
- Partner with business unit leaders to ensure seamless service delivery and operational efficiency.
- Serve as the regional escalation point for high-priority customer issues, ensuring prompt and effective resolution.
- Champion a customer-first culture across business units, embedding best practices for communication, responsiveness, and relationship building.
- Monitor regional customer satisfaction metrics and implement improvement initiatives.
- Standardize reporting, workflows, and use of Salesforce and other systems across multiple sites.
- Partner with Operations, Sales, and Finance teams to resolve cross-functional issues and improve service efficiency.
- Lead regional process improvement initiatives to streamline operations and enhance service outcomes.
- Provide regular coaching, performance feedback, and development planning for Customer Service Supervisors.
- Foster collaboration and knowledge-sharing across sites to build stronger, more resilient teams.
- Support recruitment, onboarding, and succession planning for regional customer service roles.
- Analyze and present regional customer service performance metrics to leadership.
- Identify trends, risks, and opportunities, recommending and implementing corrective actions where needed.
- Contribute to regional and national strategy discussions with insights from frontline operations.
Regional Leadership & Oversight
Customer Experience Management
Operational & Process Excellence
Team Development & Engagement
Data, Reporting & Strategic Insights
Requirements & Skills
- 7+ years of progressive customer service experience, including at least 3 years in a supervisory or managerial role.
- Proven success leading teams across multiple sites or business units.
- Strong problem-solving and decision-making skills, with the ability to balance customer satisfaction and operational efficiency.
- Excellent relationship management skills — able to influence, motivate, and foster collaboration across departments and levels.
- Highly organized, adaptable, and able to manage competing priorities in a dynamic environment.
- Advanced computing skills (Microsoft Office Suite; Salesforce strongly preferred).
- Demonstrated experience driving process improvements and service innovations.
- Strong communication skills (written and verbal), with the ability to present effectively to leadership.
- Travel required between assigned business units.
Daniels Health & Sharpsmart is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Daniels Health & Sharpsmart prohibit discrimination and harassment of any type and affords 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.
