Customer Experience Manager Jobs

As Customer Experience Manager, delight our clients by managing and leading a team that ensures we deliver our contractual obligations on passenger rail projects.

The prime mandate of this position is to manage and execute Quester Tangent’s contractual obligations related to project delivery to our clients and to manage client satisfaction.The individual in this position will manage a team of project managers, project coordinators and technical resources to ensure successful delivery of contractual project obligations to our clients.

Your duties & responsibilities will include:

• Reporting on, and management of Key Performance Indicators related to project execution and client satisfaction
• Leading a team of Project Managers, Project Coordinators and technical resources, ensuring adherence to corporate alignment activities, contract and PO administration, deliverables management, customer satisfaction and correspondence management
• Hiring, mentoring and managing the performance of Project Managers, Project Coordinators and technical resources
• Managing high level relationships with clients to drive customer satisfaction
• Ensuring a high level of quality in the relationships with customers and transit authorities
• Chairing Monthly Management meetings, and Quarterly Development Reviews
• Leading a team of Senior Project Managers, Project Managers, Project Coordinators and technical resources to ensure on-contract, on-schedule and on-budget delivery of projects to clients
• Participating with senior management including Weekly Standup, Monthly Onsite, Quarterly Offsite and Annual Business Planning
• Coordinating closely with engineering resources and Project Engineers to define and deliver on project requirements
• Evaluating and promoting effective processes for Project Management, from initial contract award to project conclusion, including interaction between various corporate departments

Qualifications & Experience:

• Highly driven, goal-oriented team player
• Ten years of experience managing complex technical projects
• Superior oral and written communication skills
• Five years of demonstrated experience in a leadership role
• Arbitrate and negotiate at the appropriate level (with customers, suppliers and internal functional management) without unduly requiring higher-level intervention
• Hands-on experience in formulating and evaluating commercial contracts
• International business experience
• Proven experience managing client relationships at senior levels
• Experience necessary to safeguard the Company’s interests while maintaining constructive relationships with customers and suppliers
• Highly capable in message formulation and communication to customers
• Post-secondary Degree from a recognized University
• Excellent problem-solving skills to solve technical, project, and commercial topics

About Quester Tangent

Quester Tangent is an established and growing Canadian company that designs and manufactures train electronics and software solutions used on rapid transit and subway lines in major cities around the world.

We are proud to foster a workplace that values and respects all employees as individuals. We believe that diversity brings new ideas, inspires innovation, and strengthens our company.

In support of a healthy work-life balance, we offer a full suite of group benefits, paid personal days, and are located outside of the downtown core in an area surrounded by natural green spaces. We have showers and bicycle racks if you wish to commute by bicycle, free parking if you prefer to drive, and are located on a major bus route if you prefer public transit.