The RBCx Customer Experience & Fraud Management team expertly leverages diverse skill sets and customer-focused, innovative agile approaches to deliver
industry best outcomes in customer experience, and fraud management. The purpose of this role is to lead the Customer Experience team for Dr. Bill, providing coaching, guidance, and oversight to the team, with a specific focus on the customer experience. A part of Operations & Strategic Initiatives, the Customer Experience team supports the Portfolio Company in its strategic goals, focusing heavily on how to drive strong business results, providing actionable insights, and representing the voice of the customer.

Work location arrangements to be discussed at the time of the interview.

What will you do?

Lead the Dr. Bill Customer experience team

• Manage a team of specialists responsible for FPOC customer contact (chat/email/phone) including customer escalations.

• Provide managerial oversight of the Dr. Bill Customer Experience team, addressing feedback/CSAT surveys, and team-level improvements.

• Work under the Director, Customer Experience Strategy & Billing Services, collaborating to drive additional automation (Intercom efficacy, etc.)

• Provide coaching, guidance, and development opportunities to team members, with a focus on skill development and career growth

• Deliver an exceptional customer experience, with a focus on meeting established SLAs/KPIs

• Lead support queue, handle Physician inquiries / requests

• Lead CE team recruiting, training and onboarding.

• Serve as the first point of contact for consumer requests

Partner effectively with the Dr. Bill Portfolio Company

• Working with the Dr. Bill PortCo to support strategic decisions and provide key (actionable) insights to inform business strategy.

• Act as the SME for the voice of the customer in discussions/meetings with key stakeholders

• Translate business strategic priorities into CE team roadmap deliverables

• Attend and contribute to meetings on new feature development

Partner with RBCx Customer Experience leaders

• Work with key stakeholders to drive innovation as a means of enabling the CE team

• Work alongside the Data & Analytics team to establish reporting/insights in order to drive clarity & transparency in the business

• Develop regular reporting to share team results, track against milestones, and produce actionable insight reporting.

• Deliver monthly reporting to cover all support queues

What do you need to succeed?

Must Have:

• 1-2 years of experience minimum in customer-facing roles, working within Customer Experience businesses (i.e. Advice Centre)

• 1-2 years of experience in people leadership roles, leading and managing teams

Nice to have:

• Experience in the Medical Billing industry

• Portfolio Company structure and operation

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• Ability to make a difference and lasting impact

• Work in a dynamic, collaborative, progressive, and high-performing team

• Opportunities to do challenging work

Job Skills

Business Acumen, Commercial Banking Operations, Cross-Functional Collaboration, Customer Escalation, Customer Success, Feature Prioritization, Key Performance Indicators (KPI), Medical Billing, Medical Billing Software, Patient Management, People Management, Problem Solving, Stakeholder Management

Additional Job Details

20 KING ST W:TORONTOTorontoCanada37.5Full timePERSONAL & COMMERCIAL BANKINGRegularSalaried2026-07-092026-07-25

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.