Senior Customer Care Enablement & Project Manager

Range:

Job Description:

Senior Customer Care Enablement & Project Manager

We are ready to take this game to the next level and need someone passionate to drive operational readiness, lead cross-functional initiatives, and enable Customer Care teams through strategic project execution and change management. This role partners closely with leadership, stakeholders, and shared services to ensure seamless delivery of technology launches, process improvements, and business initiatives. Acting as a trusted advisor, the role leverages data, operational insights, and strong program management expertise to enhance customer experiences, mitigate risk, and support business growth.

YOUR ROLE IN THE GAME

Reporting to the Director Performance Enablement, you will be empowered to:

• Lead the development and execution of operational readiness plans across Customer Care

• Collaborate with leadership, stakeholders, and shared services to deliver effective communication, training, and knowledge transfer activities

• Act as the primary point of contact during launches and key events, supporting 24/7 operations and resolving inquiries from Customer Care teams

• Evolve and implement project management strategies to ensure successful delivery of Customer Care initiatives

• Manage end-to-end delivery of projects including technology launches, process improvements, and service enhancements ensuring timelines, scope, and budgets are met

• Maintain project documentation, track performance, and deliver regular updates to Senior Leadership

• Facilitate and participate in cross-functional meetings representing Customer Care priorities and expertise

• Partner with Customer Care management and subject matter experts to gather requirements and ensure alignment with business needs

• Serve as a trusted advisor to senior leadership and key stakeholders, providing recommendations based on operational insights and data

• Develop and manage the Customer Care activities calendar including marketing initiatives, product launches, and strategic programs

• Maintain deep knowledge of relevant technologies and tools, acting as a subject matter expert for the Customer Care function

• Ensure compliance with corporate policies, licensing requirements, and contractual obligations

• Identify operational risks and integrity concerns, and develop actionable mitigation strategies

WHAT YOU BRING TO THE GAME

Education & Experience:

• Bachelor’s degree in Business Administration, Operations, Project Management, or related experience

• Minimum 3 years of experience in project management, operations, or customer care environments

• Demonstrated experience leading cross-functional initiatives and managing complex projects

• Experience supporting operational readiness, change management, or large-scale program implementation

• Familiarity with regulated environments considered an asset

• Contact centre experience considered an asset

Relevant Skills:

• Strong project and program management capabilities with attention to detail

• Excellent stakeholder management and communication skills

• Ability to influence and collaborate across multiple teams and levels of leadership

• Analytical mindset with the ability to translate data into actionable insights

• Strong organizational skills with the ability to manage multiple priorities

• Knowledge of customer care operations, tools, and technologies

• Risk assessment and problem-solving capabilities

• Adaptability in fast-paced, dynamic environments

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 June 26, 2026.

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.