Senior Customer Care Optimization Manager


GAME ON – OLG needs you

We said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering exceptional gaming experiences through our digital, retail lottery and land-based casino channels. In our 2019-2020 fiscal year alone, OLG achieved net income of over $2.3 billion in the Province of Ontario. OLG is now expanding its 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 customer service optimization leader to lead the identification, assessment, prioritization and achievement of service goals, projects and initiatives in collaboration with the Vice President of Customer Service. This role supports the implementation of short- and long-term customer service priorities aligned with ISP and customer service transformation priorities. This role works closely with the department’s leadership team in delivering customer service transformation projects, process improvements and operational efficiency activities.


Reporting to the VP Customer Care, you will be required to:

– Use lean principles to improve the capacity of our processes, while improving the customer experience
– Drive transformation through process re-engineering, digitization and automation while ensuring regulatory and internal control requirements are met
– Lead the development of productivity metrics, tools and standards that will be consistently applied and used to drive performance
– Align and influence stakeholders around key performance indicators impacting customer experience, assist in the development of tracking and reporting mechanisms to enable effective trend management
– Act as an agent of change, championing strategic initiatives and aligning diverse stakeholder groups around common goals and objectives leading to the realization of business benefits
– Develop implementation and execution strategies for new initiatives (Transformation) to ensure operational alignment, smooth transition and business continuity
– Identify areas of process and quality improvement and provide recommendations to increase department efficiency and effectiveness
– Develop and implement plans, processes and guidelines to ensure a consistent and structured approach to areas related to project integration, process management and quality assurance, and, as appropriate, deploy consistent processes across the various customer service teams
– Identify opportunities for robotic process automation within the customer service back office, partner with technology to introduce tooling necessary to drive cost savings through productivity and quality improvements
– Conduct research and analysis to explore and assess new opportunities within the department; regularly consult with other jurisdictions/lottery agencies for new opportunities within the customer service function they are launching and assess applicability to OLG
– Keep abreast of trends relating to the Center of Excellence (COE) and shared services strategy
– Collaborate with project teams to assist on projects as needed to achieve project goals and milestones
– Work closely with customer service employees to understand operational needs/requirements and communicate changes that may impact their work


Professional experience: 5+ years of experience in operational efficiency, driving business results through the application of lean management practices/systems and design thinking; progressive experience in carrying out projects

Education: University degree in operations management or engineering preferred, Lean Six Sigma certification and/or business process management (preferred)

Critical Skills: Critical thinking, quantitative and qualitative analysis, problem-solving skills, strong interpersonal and collaboration skills, excellent communication, facilitation and presentation skills. The ability to influence stakeholders in a matrix 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 mind with the ability to immerse themselves in unique challenges and find creative solutions

Cooperation and fun: inclusive and collaborative working style while creating fun and excitement in our work

Integrity and trust: do what is right and operate with transparency and openness


Part of a larger image: socially responsible company that returns all profits to the province and the people of Ontario
Flexible work environment: to help balance work and life
You count: family-friendly work practices and hybrid work
Freedom to innovate: supports new and better ways to succeed
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 large defined benefit pension plan sponsored by the Ontario government
Variable compensation program: performance-based incentives to share our success (permanent OLG employees only)

Learn about OLG – GAME ON!

OLG’s goal is to contribute to a better Ontario by providing great entertainment experiences for our customers. We are a several billion dollars organization with a wide range of business lines including lottery, land-based casinos, digital lottery and casino, horse racing and charitable gaming. OLG is in the midst of a massive transformation to become customer obsessed and take our digital business to a whole new level.

The key to our success is our people. Our culture will be based on real, positive partnerships that embrace trust, clarity and openness in everything we do. We support and empower 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 working.

Equity, Diversity and Inclusion are essential elements of our culture and cornerstones of the five truths that OLG employees live. At OLG, our employees have the space to be themselves and use their perspectives and skills for the benefit of the people and the province of Ontario. 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.

As we reshape and grow our business, we are unwavering when it comes to living our purpose and ensuring our business delivers meaningful results. benefits for people of Ontario. OLG’s net profits are reinvested in the province, contributing to the quality of life of Ontarians.

To learn more about OLG, visit our website at

We look forward to hearing from you, interested candidates should apply online by November 18, 2022.

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 during the hiring process.

Thank you for your interest in this opportunity; however, only those selected for an interview will be contacted.


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