Job Type: Permanent Full Time
Salary Range: $95,200.00 – $142,800.00
Posting Closes: April 2, 2025
GAME ON – OLG needs you
We’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. Over the course of fiscal 2022-23, OLG delivered a record $2.5 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.
We are ready to take this game to the next level and need a passionate Senior Manager, Customer Care to provide leadership to a team of Managers in the efficient execution of day-to-day operations for Customer Care Player Services/Retailer Services ensuring a positive customer experience and maintaining adherence to policy, procedural, and legislative requirements. Ensure proper metrics are in place and monitored to ensure an optimal customer and employee experience, with a strong emphasis on performance management and continuous improvement. The Senior Manager is also responsible for implementing and overseeing all aspects of the Player Services/Retailer Services experience to ensure it aligns with our brand aspirations and product marketing imperatives.
YOUR ROLE IN THE GAME
Reporting to the Director Customer Care Player Services/Retailer Services, you will be empowered to:
Risk Management:
- Ensure awareness of and adherence to all required regulatory, legislative, and business controls as it pertains to Customer Care operations (i.e Responsible Gambling, AGCO, Retail Policy, ILC)
- Implement processes and procedures within assigned areas (i.e Premium, Player, RG Outreach, Retail, Compliance) and continuously monitor and manage risk appropriately.
- Develop and implement risk mitigation plans for identified risks.
Program Management:
- Responsible for end-to-end management through all channels, ensuring a positive customer and employee experience.
- Work with Business Product and Technology Owners to identify, size, and prioritize automation and digitization efforts to further eliminate friction in current processes.
- Implement and monitor assigned metrics to track the performance of owned processes and implement corrective measures when off track to drive efficiency and a positive customer experience.
- Prepare and deliver monthly operational reviews for senior management.
- Actively partner with key stakeholders to monitor escalation trends and proactively address challenges.
- Implement and drive action plans to enhance our players’ experience, increasing value and interest in OLG’s products, services, and customer experiences (in partnership with RG, Brand, Product, Marketing, Digital, Field Sales and Account Management, Vendors, Communications, CX).
- Continuously mine voice of the customer (VOC) data and KPIs to assemble the team to execute against a prioritized roadmap in service of incremental improvement against KPI baselines (Customer Effort and Satisfaction) across all communication channels (phone, email, chat).
People Management:
- In coordination with the Customer Care Leadership team, ensure proper and timely training is delivered to resources to maintain required levels of competency to carry out the assigned tasks.
- Act as a people leader to develop a high-performing and hospitable team by planning, assigning, and directing work, conducting performance appraisals, and managing performance plans.
- Collaborate with the Customer Care leadership team when hiring for all roles to ensure diversity in skill sets to work in various departments is met.
- Lead a team in their day-to-day operations and develop their skills and capabilities through mentoring and coaching to build a high-performing and engaging work environment.
- Manage recruitment, attendance adherence, performance, and development of the team to ensure operational excellence.
Processes / Systems Management:
- Collaborate with the Customer Care Leadership Team to ensure that the overall Player/Retail Services programs run effectively on a daily, weekly, and monthly basis, making the appropriate staffing/process tradeoffs as issues arise.
- In collaboration with the Shared Services team, ensure that all owned processes and procedures are properly updated and trained-in in a timely fashion when process changes occur.
- Continuously monitor industry trends and use these insights to inform planning and continuous improvement opportunities to enhance the customer experience.
- Oversee the deployment of systems within Player/Retail Services programs and verify whether the systems meet the stated business requirements.
- Collaborate with other OLG groups as required (legal, media relations, marketing, digital, social responsibility, etc.) to drive effective end-to-end process execution.
- Develop and maintain deep knowledge of relevant technologies and tools to serve as an advisor and provide oversight to staff.
- Establish a feedback loop with users to continuously improve system functionality.
- Ensure seamless integration of new systems with existing processes.
WHAT YOU NEED TO PLAY
Work Experience: 5+ years of experience in planning and delivering customer-centric operational activities; 5+ years of leadership experience in achieving business goals and improvement; demonstrated ability in collaborating across the enterprise on complex and challenging problems; experience building, leading and motivating a high performing team in a fast-paced environment; understanding and sound knowledge of Contact Centre industry; understanding of gaming, entertainment or other similar industries (preferred)
Education: Post-secondary degree/diploma in Business, Operations, Management or a related field or equivalent; in depth understanding of operations planning methodologies and practices
Critical Skills: Leadership; vendor management; analytical and problem-solving; excellent interpersonal and communication (verbal and written); detail oriented; policy and legislation interpretation; excellent stakeholder relationship management skills; flexibility to work outside of standard business hours to meet operational needs in a 24 x 7 x 365 shiftwork environment
Negotiation and Influence: ability to negotiate and influence effectively while being open to perspectives and maintaining strong relationships
Strategic Thinker: strong strategic and critical thinker with ability to delve into unique challenges and find creative solutions
Collaboration & Fun: inclusive and collaborative work style while creating fun and excitement in our work
Integrity and Trust: do what’s right and operate with transparency and openness
Licenses, Registrations, Certificates: This role may require a Category 1 or Category 2 Gaming Assistant Registration (License) from our regulator, the Alcohol and Gaming Commission of Ontario (AGCO). If required, employment is conditional upon obtaining and maintaining this registration (license), which will be initiated at the offer stage.
PERKS OF JOINING OUR TEAM
- Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario
- Flexible Work Environment: to help balance both work and life
- You Matter: family friendly work practices and hybrid work
- Freedom to Innovate: supports new and better ways to be successful
- Be your Authentic Self: environment that values diversity as a source of strength
- Learning Galore: 24-7 access to robust online learning programs
- Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario
- Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)
Learn about OLG – GAME ON!
OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including, lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.
The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including hybrid work.
Equity, diversity, and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by. At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario.
While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG’s net profits are reinvested back into the province, contributing to the quality of life for Ontarians.
To learn more about OLG go to our website at www.olg.ca
We look forward to hearing from you, interested applicants please apply online by April 2, 2025.
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 careers@olg.ca if you require accommodation at any time throughout the hire process.
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 careers@olg.ca, 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2.
For more information and to apply, please visit https://olg.wd3.myworkdayjobs.com/en-US/Careers/details/Sr-Manager-Customer-Care_R25_00124?locations=d077250173dc016ea37e9f319301f866