Overview
CSA Group is building a world-class team focused on customer experience globally. Headquartered in Canada with a global footprint, CSA Group tests, inspects and certifies a wide range of products to meet safety, performance and environmental standards.
Job Summary
Job Title: Senior Manager, Customer Experience
Date: July 2025
Division/Dept: TIC/Operations
Primary Function: Responsible for leading, developing and coordinating CSA Group’s customer experience initiatives for a specific Global Business Unit (Medical, Industrial or Home & Commercial) for all Regions globally. Accountable for administering our customer surveys and improving associated results, bringing learnings from customer service surveys to Operations and Commercial Unit, and providing plans and preventative measures to ensure service issues are not repeated. Instills a culture of service and compliance, and develops annual ACDC in-person and online training for all customer-facing staff globally and within the respective GBU. Acts as a resource to customer-facing staff to resolve certification project issues or quotes. Provides guidance to Operations Project Managers to ensure key accounts receive a high level of service. Develops and conducts customer service audits for all customer-facing staff within the GBU.
Responsibilities
* Lead, develop and coordinate customer experience initiatives for the assigned Global Business Unit (GBU) across regions.
* Administer customer surveys and drive action plans to improve results; translate learnings to Operations and Commercial units.
* Instill a service culture and ensure customer interactions demonstrate compliance.
* Develop and conduct annual ACDC training for all customer-facing staff globally and within the GBU.
* Support customer-facing staff to resolve certification project issues or quotes.
* Provide oversight to Operations Project Managers to ensure superior service for key accounts.
* Conduct customer service audits for all customer-facing staff in the GBU.
Working Relationships
* Reports to: VP Customer Experience.
* Direct reports: Operational Project Managers and Operational Project Specialists (across GBUs).
* Peers include Directors of Operations, Commercial Directors and other senior leaders across CSA Group.
Dimensions
* Member of the Operations Division.
* Up to 5 Operations Project Managers/Specialists may report to the Customer Experience Director.
* Leads cross-functional teams to implement a global customer experience strategy for the respective GBU.
Qualifications
* University Degree or College Diploma in Engineering or related field; MBA is a plus.
* Minimum 5 years of TIC certification experience or equivalent; familiarity with international/regional regulations, accreditation and notification requirements.
* Business planning/execution experience for multiple markets.
* Excellent communication and interpersonal skills.
* English required; local language skills preferred.
* Ability to work in a fast-paced, team environment with multiple stakeholders and priorities; negotiation and diplomacy skills.
* Ability to influence and network without direct authority.
Work Environment
* Normal office environment; travel internationally to all regions.
* Mix of standing, sitting, walking; light lifting; strong attention to detail.
* Ability to participate in MS Teams calls across time zones; fast-paced, deadline-driven.
Preferred Education & Experience
* English and local language skills; ability to work in multiple markets.
CSA Group is an Equal Opportunity Employer and is committed to diversity, equity, and inclusion. We prohibit discrimination and harassment of any kind based on any grounds stipulated by applicable laws. Please contact us at HREurope@csagroup.org if you require accommodation in the interview process.
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