Manager Customer Excellence

hybrid
Bolton, Ontario, Canada .
full-time . July 2, 2025

Description

At Twilight, we combine unique artistry and technical know-how to create spectacular, awe-inspiring spaces for our clients. We are solution providers. Our goal is to make sure our partners have a space and experience they never imagined was possible.

For over 30 years, Twilight has been on the leading edge of research and development of new and innovative ways to bring your vision to life. Operating out of Bolton, Ontario, Twilight offers a dynamic and fun environment that inspires creativity. Our people are the backbone of everything we do and our most important resource. Signage is everywhere and so are the opportunities.

As the Manager of Customer Excellence, you’ll be part of our Leadership Team and play a key role in ensuring our clients have a seamless, high-quality experience from project launch to completion. You’ll lead our Project Management team, provide hands-on oversight of select projects, and drive consistency, communication, and accountability across every touchpoint.

Your responsibilities include the following and probably a few more:

· Manage assigned projects, accepting accountability for overall quality, timeliness of deliverables and job cost.

· Lead a weekly project management team meeting

· Schedule regular one on ones with direct reports to ensure projects are on track

· Identify project criteria through discussion with Sales Manager and clients.

· Ensure that all project managers are utilized to their maximal capacity each week.

· Ensure weekly status updates are sent to clients on a weekly basis

· Ensure that all project managers are following a consistent process

· Complete semi-annual performance reviews for all direct reports in a timely manner

· Support staff through constant monitoring and training as necessary

· Motivate the team and strive to innovate new ways of doing things to be more efficient and/or creative

· Manage trouble shooting issues as necessary

REQUIREMENTS:

· PMP Certification

· 5+ years of project management experience, with leadership or supervisory responsibility

· Excellent communication, time management, and organization skills

· Proven ability to manage people, projects, and client expectations with confidence and clarity

· Comfortable reporting on performance metrics and process consistency

· Proficient with Microsoft Office Suite and project management tools

· Experience in forecasting, budgeting, and planning

Benefits:

· Opportunity to make a big impact as a key member of the Leadership Team

· Supportive, hands-on culture where innovation and collaboration are celebrated

· Competitive salary

· Group health benefits

· Employee and family assistance programs

· Engaging, creative work environment

People who do well at Twilight are confident, accountable and motivated to learn and grow. We like team members who aren’t afraid to ask questions, are friendly and positive, and who approach everything with an “everything is possible” mindset.

We thank all applicants in advance for their interest, however only applicants selected to be interviewed, will be contacted.

Compensation

$80,000.00 - $100,000.00 per year

Know someone who would be a perfect fit? Let them know!