Senior Manager, Customer Experience

RBC

Lead the Customer Experience team at Dr. Bill, focusing on coaching and delivering exceptional service.

Posted 7/9/2026full-timeToronto • 🇨🇦 CanadaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing customer experience teams, focusing on skill development, team performance, and delivering exceptional service. Proficient in driving automation and reporting insights to enhance operational efficiency in the Medical Billing industry.

Highest-signal resume keywords

Customer Experience ManagementPeople LeadershipMedical Billing ExperienceTeam DevelopmentData Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

CoachingCollaborationCommunication

Tools & Technologies

Intercom

Industry Keywords

Customer SatisfactionService Level AgreementsKey Performance IndicatorsPortfolio CompanyCustomer Escalation

About the role

Key responsibilities & impact

Lead the Dr. Bill Customer experience team
Manage a team of specialists responsible for FPOC customer contact (chat/email/phone) including customer escalations
Provide managerial oversight of the Dr. Bill Customer Experience team, addressing feedback/CSAT surveys, and team-level improvements
Work under the Director, Customer Experience Strategy & Billing Services, collaborating to drive additional automation (Intercom efficacy, etc.)
Provide coaching, guidance, and development opportunities to team members, with a focus on skill development and career growth
Deliver an exceptional customer experience, with a focus on meeting established SLAs/KPIs
Lead support queue, handle Physician inquiries / requests
Lead CE team recruiting, training and onboarding
Serve as the first point of contact for consumer requests
Partner effectively with the Dr. Bill Portfolio Company
Work with key stakeholders to drive innovation as a means of enabling the CE team
Work alongside the Data & Analytics team to establish reporting/insights in order to drive clarity & transparency in the business
Develop regular reporting to share team results, track against milestones, and produce actionable insight reporting
Deliver monthly reporting to cover all support queues

Requirements

What you’ll need

1-2 years of experience minimum in customer-facing roles, working within Customer Experience businesses (i.e. Advice Centre)
1-2 years of experience in people leadership roles, leading and managing teams
Experience in the Medical Billing industry
Portfolio Company structure and operation

Benefits

Comp & perks

Ability to make a difference and lasting impact
Work in a dynamic, collaborative, progressive, and high-performing team
Opportunities to do challenging work