Coordinate new hotel onboarding and enrollment into CX platforms, ensuring accurate setup and timely activation.
Serve as a knowledgeable resource for hotels and internal teams globally regarding CX platform functionality, troubleshooting, and best practices.
Provide reporting, administrative support, and maintenance related to CX platforms.
Serve as the primary first point of contact for members and staff with system questions or support needs.
Identify trends in user needs and proactively develop resources, guides, and training materials.
Host webinars, conduct tutorials, and support onboarding for new users.
Collaborate with colleagues to improve processes, documentation, and internal knowledge resources.
Support continuous improvements by uncovering enhancement opportunities and create evidence‑based tests to measure effectiveness.

12–18 months of experience in customer experience, hotel operations, administrative support, technical support, or a related field.
Experience with the Medallia and/or Canary platforms preferred.
Beginner to intermediate proficiency with the Microsoft Office Suite.
Strong interpersonal and communication skills.
Ability to learn new systems quickly and explain technical concepts clearly.
Solid organizational skills and attention to detail.
Works under general supervision while following established processes and procedures.
Manages multiple priorities and completes tasks independently.
Maintains strong attention to detail by ensuring accuracy, completeness, and consistency.
Demonstrates adaptability and professionalism when handling challenging internal or external customer situations.
Provides timely and thorough follow-up on questions, tickets, and escalations.
Understanding of customer experience, customer service, or hotel operations.
Ability to clearly articulate the value of customer experience to business success.
Strong verbal and written communication skills.
Maintains professionalism and builds positive, productive relationships with colleagues and hotels at all levels.
Troubleshoots and resolves routine system issues efficiently.
Clearly articulates problems and escalates them according to established procedures.

Medical/Dental/Vision available day one
Vacation/Sick
accruals start day one
Paid company holidays and personal holidays to celebrate what’s important to you
401K
company contribution and match (U.S.)
Registered Retirement Savings Plan (RRSP) – company contribution and match (Canada)
Employee discounts/hotel discounts
Free financial and health wellness programs
Tuition Reimbursement

Customer Experience Program Coordinator

Key skills