Regional Customer Service Manager

Our story began with a passionate idea that we could change the world…. And to be honest, we’ve never stopped believing that… In 1986 it was a simple concept that microbiology teamed with innovation and clinical contribution could eliminate an issue that was profoundly impacting the healthcare industry – HIV acquired through needle-stick injuries.

In Australia, we lived out our dream. Investing years into R&D to create the safest containment system in the world and taking on the industry status quo to petition for higher standards in sharps protection, we witnessed an 80+ percent reduction in disposal-related needlestick injuries nationwide. And then we kept going…

To support our expanding regional customer base, we are looking for a Regional Customer Service Manager based out of British Columbia (BC). This role will oversee customer service operations across British Columbia, Alberta, and Manitoba, ensuring consistent delivery of exceptional customer experiences, strengthening operational alignment, and developing local customer service supervisors and teams.

Key Responsibilities:

• Regional Leadership & Oversight
• Lead, coach, and mentor Customer Service Supervisors and their teams across assigned business units.
• Drive alignment in customer service processes, policies, and performance standards across sites.
• Partner with business unit leaders to ensure seamless service delivery and operational efficiency.
• Customer Experience Management
• Serve as the regional escalation point for high-priority customer issues, ensuring prompt and effective resolution.
• Champion a customer-first culture across business units, embedding best practices for communication, responsiveness, and relationship building.
• Monitor regional customer satisfaction metrics and implement improvement initiatives.
• Operational & Process Excellence
• Standardize reporting, workflows, and use of Salesforce and other systems across multiple sites.
• Partner with Operations, Sales, and Finance teams to resolve cross-functional issues and improve service efficiency.
• Lead regional process improvement initiatives to streamline operations and enhance service outcomes.
• Team Development & Engagement
• Provide regular coaching, performance feedback, and development planning for Customer Service Supervisors.
• Foster collaboration and knowledge-sharing across sites to build stronger, more resilient teams.
• Support recruitment, onboarding, and succession planning for regional customer service roles.
• Data, Reporting & Strategic Insights
• Analyze and present regional customer service performance metrics to leadership.
• Identify trends, risks, and opportunities, recommending and implementing corrective actions where needed.
• Contribute to regional and national strategy discussions with insights from frontline operations.

Requirements & Skills

• 7+ years of progressive customer service experience, including at least 3 years in a supervisory or managerial role.
• Proven success leading teams across multiple sites or business units.
• Strong problem-solving and decision-making skills, with the ability to balance customer satisfaction and operational efficiency.
• Excellent relationship management skills — able to influence, motivate, and foster collaboration across departments and levels.
• Highly organized, adaptable, and able to manage competing priorities in a dynamic environment.
• Advanced computing skills (Microsoft Office Suite; Salesforce strongly preferred).
• Demonstrated experience driving process improvements and service innovations.
• Strong communication skills (written and verbal), with the ability to present effectively to leadership.
• Travel required between assigned business units.

Daniels Health & Sharpsmart is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Daniels Health & Sharpsmart prohibit discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law. Daniels Health & Sharpsmart conforms to the spirit as well as to the letter of all applicable laws and regulations.

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