Senior Customer Care Enablement & Project Manager

OLG • Sault Ste. Marie, ON

4d • CA$95,200 - CA$142,800 • Onsite

About The Position

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.

Requirements

• 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
• 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

Nice To Haves

• Familiarity with regulated environments considered an asset
• Contact centre experience considered an asset

Responsibilities

• 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

Benefits

• Eligible employees and dependents have access to comprehensive, employer-paid group benefits coverage (permanent employees only).
• Participation in a highly desirable defined benefit pension plan.
• Participation in a performance-based incentive plan that recognizes organizational and individual achievements (permanent employees only).
• Competitive paid time-off provisions to support work-life balance and well-being.
• Become your best self with access to new opportunities and personalized support programs.
• 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.

What This Job Offers

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