General Manager, Member Experience - Regina, SK

CAA Saskatchewan; Regina; On-site; CAD 100,000 - 130,000; Full time

Job summary

A leading membership organization in Canada is seeking a strategic leader to enhance their customer experience and operational excellence. The ideal candidate will have extensive experience in leadership within member-based services and proven success in driving customer satisfaction and team performance. This full-time role involves collaboration with executives to shape the organization's membership strategy.

Benefits

Collaborative environment

Strong leadership support

Meaningful impact in members' lives

Qualifications

• 10+ years of progressive leadership experience in CX, operations, or general management.
• CX certifications (e.g., CCXP, Lean Six Sigma, Prosci) strongly preferred.
• Experience leading large teams and managing contractor/vendor performance.

Responsibilities

• Lead the design, delivery, and optimization of membership products.
• Develop and execute a CX strategy across all service channels.
• Oversee dispatch operations and vendor networks.

Skills

Strategic thinking

Customer service

Leadership

Communication

Analytical skills

Digital service innovation

Education

Bachelor’s degree in Business, Operations, Technology, or related field

Master’s degree

Tools

Contact centre technologies

Digital service channels

Job description

Key Responsibilities

• Membership Strategy : Lead the design, delivery, and optimization of membership products, billing processes, and value propositions aligned with growth and financial targets.
• Member Experience : Develop and execute a CX strategy across all service channels; use data to enhance satisfaction, retention, and loyalty.
• Roadside Services (ERS) : Oversee dispatch operations, tow truck teams, and vendor networks; ensure safety, service reliability, and national representation.
• Leadership & Collaboration : Lead and develop a large, diverse team; partner with internal departments; serve as the operational voice of the member at the executive level.

The Ideal Candidate

• Strategic thinker with a passion for customer service and operational excellence.
• Proven leader in member-based, service-driven, or consumer-facing industries.
• Strong communicator and collaborator, with executive-level influence.
• Skilled in workforce management, vendor relations, and digital service innovation.
• Analytical and financially savvy, with experience overseeing budgets and P&L.

Qualifications

• Bachelor’s degree in Business, Operations, Technology, or related field (Master’s degree an asset).
• 10+ years of progressive leadership experience in CX, operations, or general management.
• CX certifications (e.g., CCXP, Lean Six Sigma, Prosci) considered a strong asset.
• Experience leading large teams and managing contractor / vendor performance.
• Expertise in contact centre technologies and digital service channels.

Why Join Us?

At CAA, work is more than a job, it's a chance to be part of something meaningful. We offer a collaborative environment, strong leadership support, and opportunities to make a real impact in our members’ lives every day.

This permanent full-time position reports to the Chief Operating Officer and works closely with the executive team. Standard office hours are Monday to Friday, 8 : 30 a.m. to 5 : 00 p.m.

How to Apply

If this sounds like the perfect opportunity for you, send your resume and cover letter to [e-mail] by October 5th, 2025