Senior Manager Player Services

OLG • Sault Ste. Marie, ON

8d • 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 lead, elevate, and transform our Player Services operations. This role is critical in shaping an exceptional customer and retailer experience while building a high-performing, data-driven contact centre environment. As a Senior Manager, you will bring strong operational leadership, a coaching mindset, and the ability to turn insights into action, all while fostering a culture of accountability, performance, and continuous improvement.

Requirements

• Post-secondary education in Business, Operations, or a related field, or equivalent experience
• Significant experience in contact centre operations, with a strong understanding of inbound North American customer care environments
• Proven experience leading leaders and managing large, multi-layered teams in a fast-paced setting
• Demonstrated success driving operational performance, customer experience, and continuous improvement initiatives
• Experience working with cross-functional partners to deliver business outcomes and operational enhancements
• Strong analytical capability with the ability to interpret complex data and translate it into actionable insights
• Exceptional coaching and performance management skills, with a focus on developing leaders and teams
• Excellent communication skills, with the ability to influence and build credibility across all levels of the organization
• Strong stakeholder management and collaboration skills
• High level of professional maturity, sound judgment, and self-regulation
• Strategic thinker with a bias for action and strong problem-solving abilities

Nice To Haves

• Exposure to process improvement methodologies such as Lean or Six Sigma, with experience in AI-enabled solutions considered an asset
• COPC-certified (e.g., Registered Coordinator and/or Implementation Leader) with a proven ability to apply COPC standards to drive operational consistency, reduce variation, and elevate customer experience performance considered an asset

Responsibilities

• Lead, coach, and develop a team of Managers overseeing large frontline teams, building a high-performing and engaged culture
• Drive daily contact centre operations with a strong bias for action, proactively addressing issues, and removing barriers to consistently meet service, quality, and customer targets.
• Drive consistency and reduce variation in operational processes and execution across teams to deliver a reliable, predictable, high-quality, and seamless customer experience
• Translate complex operational data into clear insights and rapid, actionable plans that improve performance and outcomes
• Build and reinforce a strong performance management culture grounded in accountability and continuous improvement
• Ensure compliance with all regulatory, legislative, and operational policies, including responsible gaming and retail standards
• Partner with cross-functional teams to identify and deliver process improvements, automation, and digitization opportunities
• Work closely and in partnership with the Sr. Manager, Retail Service to align on practices and standards, ensuring a consistent and seamless employee experience
• Monitor voice of customer data, escalation trends, and KPIs to proactively address issues and enhance service delivery
• Develop and implement risk mitigation strategies while maintaining strong operational controls across all programs
• Oversee multi-channel service delivery across phone, email, and chat to ensure a seamless and consistent experience
• Deliver clear and credible performance insights to senior leadership, influencing decisions and driving strategic outcomes

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.
• 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: Manager
• Education Level: Associate degree