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RBC

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

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

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills
CoachingCollaborationCommunication