Director leading advanced network planning for Ciena, a global high - speed connectivity technology company. Guiding AI - enabled optimization research, customer engagements, and network planning product development.
About the role
- Director leading customer self-service and agent-efficiency automation for EQ Bank, Canada’s challenger bank. Driving AI, CRM, knowledge, and telephony strategies to improve customer outcomes.
Responsibilities
- Lead and execute the strategic vision of customer self-service and agent efficiency initiatives
- Develop and implement short-term tactical solutions and long-term strategic roadmaps
- Leverage AI, Agentic AI, CRM, knowledge and telephony platforms, cloud solutions, and API integrations
- Enhance customer experience, optimize operational costs, and improve agent productivity
- Prioritize and execute the channel automation and knowledge strategy for EQB’s PCF support ecosystem
- Identify, evaluate, and champion innovative technologies
- Build relationships with senior leadership across Lines of Business and translate priorities into automation initiatives
- Present to executive stakeholders to secure buy-in, resources, and alignment
- Partner with technology teams to translate business needs into technical requirements
- Oversee technology vendor relationships, contracts, obligations, and strategic partnerships
- Lead and mentor a high-performing team including a Director and Senior Managers
- Foster innovation and drive professional development
Requirements
- Bachelors in Business Administration or Management
- 8-10 years of progressive experience across diverse areas of business, including product, customer support, data management, and project management
- 8+ years Financial Services experience or experience in a regulated environment
- 4+ years people leadership experience including hiring, mentoring and team development
- PMP, Six Sigma, ITIL would help support this role
- Conversational AI technology, CRM tools, Knowledge tools, and Telephony experience
- Experience overseeing Salesforce, Zendesk, Genesys, AWS Connect, and Ada
- Excellent analytical skills and ability to manage and prioritize competing priorities
- Willingness to seek out knowledge to improve the organization and team
- Customer and Agent experience focus
- Exceptional communication skills
- Jira, Confluence, Copilot, Excel, and Figma expertise
- Successful completion of a criminal background check and credit check
Benefits
- Competitive discretionary bonus
- Market leading RRSP match program
- Medical, dental, vision, life, and disability benefits
- Employee Share Purchase Plan
- Maternity/Parental top-up while you care for your little one
- Generous vacation policy and personal days
- Virtual events to connect with your fellow colleagues
- Professional development and comprehensive Career Development program
- A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
- Barrier-free recruitment process and work environment
- Accommodations during recruitment, if required
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