Manager, Print Services Experience & Delivery

Some of what you will do:
As the Manager of Services Experience & Delivery, you are responsible for elevating both the customer and associate experience across retail and online channels while ensuring seamless service execution and strong partner performance. You will oversee service delivery and SLA management, lead continuous improvement initiatives, and strengthen alignment between internal teams and external partners. This role plays a key part in defining service standards, monitoring vendor performance, and establishing best practices that drive consistency, both at retail and online, operational excellence, across all retail stored in Canada, and customer satisfaction across our B2B and retail print network.

Specifically, You Will:

• Enhance customer and associate experiences across all retail and online channels by ensuring seamless, consistent service delivery.
• Oversee SLA management and partner performance to maintain operational excellence.
• Map customer journeys, identify friction points, and implement process improvements.
• Lead feedback strategies and use insights to drive continuous improvement and innovation.
• Collaborate with internal teams and external partners to align service standards and business goals.
• Monitor key performance metrics (SLA, CSAT, NPS) and develop dashboards for accountability.
• Support onboarding, training, and learning programs that reinforce service standards and enhance retail associate engagement. 

Some of what you need:
• Post-secondary diploma or degree in Business, Operations, or related field
• 4 -6 years in customer service, operations, or partner management roles. 
• Experience in B2B environments and print services preferred. 
• Proven experience in service delivery and vendor/partner management 
• Strong stakeholder management across internal teams and external partners 
• Ability to set goals, measure outcomes, and deliver results aligned with business objectives 
• Excellent communication, relationship-building, and project management skills 
• Comfortable in fast-paced, evolving environments with shifting priorities 
• Deep understanding of the customer journey; skilled at identifying pain points and creating seamless experiences 
• Experience using customer feedback and insights to improve service delivery and operations 
• Proficient in interpreting performance metrics (SLA, CSAT, NPS) and driving actionable improvements 
• Skilled in building and optimizing processes for consistency and service excellence 
• Ability to anticipate and mitigate operational risks 
• Continuous improvement mindset with focus on innovation and scalability 
• High attention to detail and ability to manage multiple priorities effectively

Some of what you will get 
• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more...

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