Director, Customer Service

Technical Standards & Safety Authority (TSSA) • Toronto, ON

6d

About The Position

The Technical Standards and Safety Authority (TSSA) is a not-for-profit regulator dedicated to enhancing public safety across Ontario. TSSA’s team of over 450 professionals delivers safety oversight across multiple regulated sectors. At TSSA, safety is embedded in our culture and all aspects of our work. Each role at TSSA has an impact on keeping Ontarians safe through engagement, evidence, enforcement and education. We help build safer communities. As Director of Customer Service, you will reinforce public safety and make it easier for clients to do business with TSSA. In this role you will be responsible for the teams that provide customer support, manage the licensing and registration processes and fulfil public information requests. By representing the voice of the customer internally at TSSA you will identify opportunities and prioritize process improvements that will drive efficiencies, improve customer service scores and reduce turn around times.

Requirements

• Bachelor’s degree
• Minimum 10 years of experience in client support function with at least five years in a people leadership role leading customer facing operations in a fast-paced, high performing organization
• Extensive experience leading projects from conception to execution, ensuring alignment, timely delivery, stakeholder consultations and cross-functional collaboration.
• Demonstrated understanding of regulatory agencies and regulatory processes and how to apply account management skills in this context
• Intermediate computer skills, including Microsoft Office Suite (CRM Dynamics, Excel, PowerPoint, Teams, Word)
• Understanding of client portals and improving the user experience
• Adept at partnering with executive leadership, providing insights, options, and recommendations to inform decision making.
• Strong understanding of data analytics enabling informed decision making and evidence-based recommendations.

Responsibilities

• Lead end-to-end customer service operations, overseeing Licensing & Registration, Customer Management, Program Support, Records & Public Information, and the Contact Centre to deliver high-quality service by setting and meeting key performance indicators.
• Drive customer-centric process optimization, simplifying workflows, harmonizing procedures, improving customer communications, and reducing turnaround times across customer-facing functions.
• Enhance digital customer experience by directing strategy, improvements, and issue resolution for the Client Portal to ensure efficient, compliant, and user-friendly digital interactions.
• Leverage CRM systems and customer data to identify trends, service gaps, and improvement opportunities, using strong analytical capability to guide evidence-based decisions. Implement ongoing monitoring and processes to keep client data accurate and up to date.
• Design, manage, and optimize processes, applying process improvement expertise to eliminate bottlenecks, improve efficiency, and enhance overall customer experience.
• Provide strong operational and escalation management, resolving complex issues from customers, regulated parties, and government stakeholders while mitigating service risks and maintaining contingency plans.
• Strengthen internal and external partnerships, collaborating with cross-functional teams, customers, Ministry officials, and vendors to improve safety and customer service outcomes.

What This Job Offers

• Job Type: Full-time
• Career Level: Director