At CN, everyday brings new and exciting challenges. You can expect an interesting environment where you’re part of making sure our business is running optimally and safely―helping keep the economy on track. We provide the kind of paid training and opportunities that long-term careers are built on and we recognize hard workers who strive to make a difference. You will be able to thrive in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters. Join us!
Job Summary
The Assistant Manager Customer Experience, Optimization and Development is responsible for implementing a Customer Service (CS) strategy that aligns with CN’s commercial commitments and operational Key Performance Indicators (KPIs). The role drives change and improvement in CS, Sales, and Operations providing benefits for CN and International Customers. Moreover, the incumbent works closely with Sales and with Customers in order to identify areas where changes are needed to improve customer satisfaction. The position communicates plans, exceptions and estimated times of completion to internal and external stakeholders to ensure expectations are met. Furthermore, the incumbent designs and executes effective improvement strategies while incorporating technology in a manner that positively influences customer experience.
Main Responsibilities
Support Service Execution and Improve Customer Experience
Internal Collaboration and One Team Effort
Execute Key Strategic Initiatives Focused on Technology and Automation
Leadership and Team Development
Working Conditions
The role has standard working conditions in an office environment with a regular workweek from Monday to Friday. The incumbent must be available to work overtime and weekends when necessary. The role requires minimal travel (20%) across Canada and the United States (U.S.). In exceptional cases, the role might require being available on-call 24/7 to respond to critical incidences. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure, and stress.
Requirements
Experience
Transportation
o Experience in building and leveraging relationships
o Experience in managing teams
o Experience in Rail centric transportation and carload
o Experience in Project Management*
Education/Certification/Designation
Competencies
Technical Skills/Knowledge
About CN
CN is a world-class transportation leader and trade-enabler. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. As the only railroad connecting Canada’s Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.
CN is an employment equity employer and we encourage all qualified candidates to apply. We thank all applicants for their interest, however, only candidates under consideration will be contacted. Please monitor your email on a regular basis, as communication is primarily made through email.
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