Sr. Manager Customer Care-3

Range:

95,200.00 - 142,800.00 CAD

Job Description:

Senior Manager Customer Care

We are ready to take this game to the next level and need someone passionate to modernize, elevate, and continuously transform our  contact centre. You will champion a people‑first, customer‑first culture, drive operational excellence, and shape an experience that reflects our brand aspirations and simplifies the journey for both customers and employees. Your leadership will enhance service quality, embed innovation, and help evolve how we work across channels, tools, and processes..

YOUR ROLE IN THE GAME

Reporting to the VP Customer Care, you will be empowered to:

Customer Experience Leadership & Modernization

• Set a compelling vision for a modern, digitally enabled service experience across all channels.

• Support enhancements to service design, workflow, knowledge, and systems that reduce customer effort and improve resolution quality.

• Partner with team to identify opportunities for automation, self‑service, and process simplification that free teams to focus on higher‑value interactions.

• Use customer insights and operational data to prioritize improvements that elevate the overall customer and employee experience.

People Leadership & Culture

• Develop and coach Managers and their teams to deliver consistent, empathetic, high‑quality service.

• Build a growth‑focused culture that values learning, accountability, coaching, and continuous improvement.

• Collaborate with People & Culture and ensure alignment between business priorities and people strategies to uphold equitable, consistent, and values‑driven people practices across the team.

• Partner with Performance Enablement team to ensure the right training, onboarding, and ongoing development are in place to build skill, confidence, and capability.

• Partner with Workforce Management to optimize staffing approaches, support flexibility, and promote colleague well‑being.

Performance Management & Continuous Improvement

• Own a clear suite of customer experience, operational, quality, and efficiency metrics that guide decision‑making.

• Run structured business reviews, connecting insights to action and ensuring measurable outcomes.

• Partner across the business to address root causes of customer friction, reduce repeat contacts, and enhance digital journeys.

Process, Technology & Transformation Leadership

• Support modernization of service platforms, tools, and processes, ensuring solutions are intuitive, scalable, and embedded effectively.

• Champion updates to procedures and knowledge content, ensuring accuracy, clarity, and ease of use.

• Establish strong feedback loops with agents and leaders to continuously refine systems and workflows.

• Stay current on evolving contact centre technologies, AI‑supported tools, and best practices, advising on opportunities to enhance performance and experience.

Risk, Compliance & Operational Integrity

• Ensure practices, processes, and documentation meet required organizational, regulatory, and policy expectations.

• Partner with the Optimization team to identify gaps and implement controls that safeguard the business and enhance service delivery

• Maintain strong controls and audit readiness across all areas of responsibility.

• Monitor emerging risks and ensure mitigation plans are in place and sustained.

• Promote a culture of accountability, accuracy, and professional standards across all touchpoints.

• Embed safer‑gambling principles into daily operations, ensuring customer interactions, processes, and decisions align with responsible‑play standards.

• Proactively identify behaviors or patterns that may indicate potential harm and partner with cross‑functional teams to initiate timely interventions and customer‑centric safeguards.

Cross‑Functional & External Partnership

• Collaborate with Product, Marketing, Digital, Responsible Gaming, Communications, Field Sales, CX, and external partners to ensure aligned, end‑to‑end experiences.

• Represent Customer Care in enterprise initiatives, contributing insights that help shape product development, journey design, and customer strategies.

• Where third parties support service delivery, hold them to clearly defined standards, expectations, and performance outcomes.

WHAT YOU BRING TO THE GAME

Education & Experience:

• Post-secondary degree/diploma in Business, Operations, Management or a related field or equivalent; in depth understanding of operations planning methodologies and practices

• 5+ years of proven leadership of a multi‑channel customer care or contact centre, with accountability for people, performance, and operations.

• Experience leading transformation, modernizing tools and processes, and elevating the customer and employee experience. 

Relevant Skills:

• Strong capability in coaching, change leadership, and developing high‑performing teams.

• Ability to simplify complexity and translate data into clear, actionable strategies.

• Comfort working in environments with policy, regulatory, and procedural requirements.

• Strong partnership skills and the ability to influence across multiple functions.

• A growth mindset, curious, collaborative, and committed to continuous improvement.

BENEFITS OF JOINING THE WINNING TEAM

• Group Benefits Plan: Eligible employees and dependents have access to comprehensive, employer-paid group benefits coverage (permanent employees only).

• Public Service Pension Plan: Participation in a highly desirable defined benefit pension plan.

• Variable Pay Program: Participation in a performance-based incentive plan that recognizes organizational and individual achievements (permanent employees only).

• Paid Time-Off: Competitive paid time-off provisions to support work-life balance and well-being.

• Growth Focus: Become your best self with access to new opportunities and personalized support programs.

• Comprehensive Learning: 24/7 access to robust online learning programs.

• Equity, diversity, and inclusion: Core to OLG’s culture, empowering employees to bring their authentic selves and make a meaningful impact across Ontario.

To learn more about our organization and other opportunities visit our career site.

We look forward to hearing from you, interested applicants please apply online by March 11, 2026.

#LI-Onsite

Please Note: Unless otherwise specified, all positions are required to work fully onsite.

OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at [email protected] if you require accommodation at any time throughout the hire process.

We welcome applicants from all backgrounds and experiences. If you bring relevant skills and a willingness to learn, we encourage you to apply—even if you don’t meet every listed qualification. We sincerely appreciate your interest; while we are unable to contact everyone, those selected for the next steps will be notified.

We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.

Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act, 1999, SO 1999, c 12, Sch L and the Employment Standards Act, 2000, S.O. 2000, c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws, OLG’s Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection, please contact [email protected], 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2.