Team Leader, Customer Experience

Who we are

Xodus Travel Services Inc. was established with a clear mission: to tackle and resolve the limitations within the Canadian travel insurance industry that became glaringly apparent during and in the aftermath of the global pandemic. Recognizing the unprecedented challenges faced by travelers and the insurance sector alike, Xodus is committed to revolutionizing the landscape of travel insurance, ensuring Canadians have access to comprehensive and responsive coverage in an ever-evolving world. Be a part of the solution.

About the role

The Team Leader within our customer experience team will oversee the daily operations of our Travel Assistance and Distribution teams. This role requires a strategic thinker with strong leadership skills, operational expertise, and a commitment to continuous improvement. The Team Leader, Customer Experience will work closely with the medical management team and support services to develop and implement strategies that enhance efficiency, quality, and customer satisfaction. 

What you'll do

• Lead and manage the customer experience team to ensure efficient and effective service delivery across all departments.
• Lead cross-functional teams, fostering a collaborative and productive work environment.
• Provide guidance, support, and mentorship to team members to enhance their performance and professional growth.
• Develop and implement operational strategies that align with the company’s goals and objectives.
• Oversee the operational budget, ensuring cost-effective management of resources.
• Monitor and evaluate the performance of the operations team, providing coaching and development as needed.
• Monitor real-time production and make necessary adjustments to optimize workforce utilization.
• Establish and monitor key performance indicators (KPIs) to track operational performance and drive accountability.
• Prepare and present regular reports on operational performance to the team and senior leaders.
• Maintain a strong focus on customer satisfaction, addressing any issues or concerns promptly and effectively.
• Work closely with other internal departments, including Medical Management, Claims Operations, IT, and other shared services to ensure seamless service delivery and support business growth.
• Build and maintain strong relationships with clients, ensuring their needs are met and addressing any concerns or issues promptly.
• Support the implementation and integration of technology solutions to streamline operations and enhance service delivery.
• Identify potential risks and develop mitigation strategies to ensure business continuity and resilience.
• Ensure all operations comply with relevant regulations, industry standards, and company policies.

The skills you bring

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Minimum of 5 years of experience in operations management, with at least 2 years in a leadership role within the travel assistance, claims adjudication or travel sales preferred.
• Proficiency in common business & operational tools, contact center practices, and a good understanding of business processes and IT systems.
• Familiarity with the insurance industry including the specific technical knowledge or regulatory standards is preferred.

What’s in it for you

• Competitive salary, health and dental benefits.
• Opportunities for professional growth and development.
• Flexible vacation & work hours.
• Paid sick time.
• A supportive and collaborative work environment.

What’s important to us

• Looking around corners: We want people who can anticipate challenges and opportunities, act with a sense of urgency, and take ownership of their work and outcomes.
• Creative problem solving: We want people who can think outside the box, generate novel ideas, and find effective solutions to complex and dynamic problems.
• Understand and exceed client and consumer expectations: We want people who can listen to and empathize with our clients and consumers, deliver high-quality products and services, and seek continuous feedback and improvement.
• Be a team player: We want people who can collaborate and communicate well with others, respect diversity and inclusion, and contribute to a positive and supportive work environment.

Xodus Travel Services Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at [email protected]. Our Talent Acquisition team reviews all applications and a hiring manager always makes the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.