Head of Customer Service & Community Experience

Anishinabek Employment & Training Services; Northwestern Ontario; Hybrid; CAD 112,000 - 132,000; Full time

Benefits offered by this job

Competitive salary

Matching pension plan

Health, vision, dental coverage

Life insurance

Paid vacation

Job summary

City of Thunder Bay is seeking a Manager – Customer Service to lead the delivery of a centralized customer service model for municipal services. You will guide strategy, champion a customer‑focused culture, and align cross‑departmental processes for consistent service across the organization.

You will shape staff development, ensure accessibility and inclusion, and report on performance while collaborating with senior leaders and council to continuously improve the customer experience.

Qualifications

• Degree or diploma with progressive leadership experience in public sector or related field.
• Experience in budgeting, human resources, and strategic planning in a complex org.
• In-depth knowledge of customer service principles, CRM, and public engagement.

Responsibilities

• Provide strategic and operational leadership for Customer Service.
• Lead the centralized Service Thunder Bay model and primary contact for municipal services.
• Coordinate cross‑departmental integration of customer service processes.
• Promote accessibility, equity, and inclusion in service delivery.
• Develop and report performance measures and drive continuous improvement.

Skills

Public sector leadership

Customer service strategy

CRM systems

Budget & resource management

Change management

Education

Bachelor's degree in public administration, business administration, communications or a related field

Diploma in public administration, business administration, communications or a related field

Tools

CRM systems

Knowledge management platforms

Multichannel communication tools

Job description

City of Thunder Bay is seeking a Manager – Customer Service to lead the delivery of a centralized customer service model for municipal services. You will guide strategy, champion a customer‑focused culture, and align cross‑departmental processes for consistent service across the organization.

You will shape staff development, ensure accessibility and inclusion, and report on performance while collaborating with senior leaders and council to continuously improve the customer experience.