Manager of Operations & Customer Support - Burnaby, BC

January 15 2022
Industries Healthcare, social assistance
Categories Administration, Management, Customer Service, Call Centres, Health, Medical, Production, Operations, Quality, Safety, Support, Assistance
Burnaby, BC

CBI Health is seeking a Manager, Operations and Customer Support for our Burnaby clinic.

Working with an established and collaborative team in our Burnaby clinic you will lead a strong Customer Service team and ensure consistency in the execution of established systems, structures and process that lead to superior business performance.

If you enjoy driving performance and wish to develop your leadership and people management skills while exemplifying CBI’s values and regional initiatives, we welcome you to apply!

This is a full time permanent role located at 3999 Henning Drive, Burnaby.

As Manager Operations and Customer Support, you will:

  • Lead team engagement initiatives for retention of non-clinical staff; work collaboratively with the Clinic Manager, Regional Manager and Manager of Clinical Services
  • Coach, mentor, develop and performance manage non-clinical team members through consistent use of PPD process
  • Execute plans to safeguard effective operational and financial controls; ensuring that processes align with standard operating procedures and comply with contractual agreements and privacy policy
  • Ensure the team has the tools and training to deliver expected operational outcomes
  • Ensure consistency, efficiency and effectiveness in approach to the customer experience
  • Ensure compliance with clinic processes to consistently meet expectations in the referral life cycle
  • Manage, document and follow up on facilities requirements as per CBI Standards and policy
  • Perform operational analysis through documentation, reporting and analysis of data, throughput, cash management, schedule management and business performance
  • Ensure effective and timely communication between staff and stakeholders/customers
  • Develop and execute appropriate action plans to address gaps in client/customer experience
  • Create a high performance culture, leading by example; performance managing and mentoring/coaching; supervising and training of support personnel

What you'll need to be successful:

  • Undergraduate or Master’s degree in related discipline
  • All team members are required to be fully vaccinated against COVID-19 and provide proof of vaccination upon hire or provide a valid medical exemption
  • Management experience is required; preference to those with services background
  • Excellent written and verbal communication skills
  • Proven ability to meet established deadlines with a high level of accuracy
  • Exceptional time management, attention to detail and organizational skills
  • Strong teamwork and customer service skills for building and maintaining relationships
  • Consistently maintain confidentiality and demonstrate good judgment, tact and diplomacy

What CBI Health offers you

  • Continuous learning and skills development, including management opportunities
  • Competitive compensation with comprehensive benefits and rewards package, including group health, dental and vision benefits, paid 100% by the employer

About Us

For millions of Canadians, CBI Health is where better begins. We are Canada’s leading community healthcare provider, reliably delivering innovative rehabilitation and home care programs that help our clients achieve their health goals. With 250+ locations and supporting more than 800 communities, people are at the heart of what we do. Every day, all across the country, our 13,000 staff work together to make a meaningful difference in our clients’ lives and help shape healthcare for the better. Learn more at

CBI Health is committed to providing a diverse, equitable, and inclusive workplace where everyone feels safe and accepted as their authentic selves. We actively seek qualified candidates who share our commitment to equity and inclusion and contribute to the diversification of ideas and perspectives that help us innovate and provide the best possible care to our clients.

We welcome applications from all individuals regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristics that make each of us different.


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