Manager- Customer Service

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 Manager's Office Thunder Bay, Ontario P7E6H8

Here, you will provide strategic leadership for the planning, implementation, and ongoing delivery of a centralized, one-stop customer service section. From leading the City’s approach, to customer service delivery and designing service models, to championing a culture of service excellence and continuous improvement across all coordinated services within the Corporation, you''ll play a key role in leading a customer service strategy that supports programs, services, and community experiences across Thunder Bay. You''ll be part of a workplace that values respect, foster growth, and promotes a culture of diversity, well‑being, and collaboration.

Where Leadership Meets Community Impact.

As the Manager – Customer Service , you’ll provide leadership to a diverse team supporting Customer Services operations, while fostering a culture of respect, collaboration, and continuous improvement. You’ll champion staff development and recognition, ensuring your team feels valued, supported, and equipped to succeed. Your leadership will shape a positive workplace culture and exceptional experiences for both employees and facility users.

In addition to leading and developing your team, you’ll provide strategic direction for the City’s Customer Service strategy. Working collaboratively with corporate leaders, stakeholders, and partners, you''ll help ensure Customer Service remains user‑focused, reliable, accessible, and responsive to the evolving needs of the organization and community. Whether you live in Thunder Bay, you''re looking to return, or excited to make the City your new home, join a team where your skills, expertise, and presence are recognized, and make a real impact in our community.

Employment Type

Full Time

Job Occupation Type

Manager in Customer and Personal Service

Total Positions

1

Wage

$112,128.29-$131,915.60

Hours/Week

0

Days of Work

n/a

Closing Date / Apply By

9/27/2026

Start Date

n/a

Duties

In this leadership role, you will provide strategic and operational leadership for Customer Service and champion a customer‑focused approach across the organization.
You will also have the following accountabilities:

Provide strategic advice and recommendations to the Director, senior leadership and where appropriate, the City Manager and Council on customer service strategy and best practices in public sector customer service delivery. Identify, ensure legal and privacy requirements, and implement enterprise‑wide customer service technologies including CRM systems, knowledge management platforms, and multichannel communication tools (online, mail, phone, in‑person service counter). Lead the implementation and continuous improvement of Service Thunder Bay as the Corporation’s centralized customer service model and primary point of contact for municipal services Lead cross‑departmental integration of customer service processes and ensure consistency and standardization across all points of contact. Promote and monitor accessibility, equity, and inclusion in all customer service strategies and initiatives. Develop, maintain, and implement the model for the day‑to‑day operations of Service Thunder Bay, ensuring high‑quality, timely, and consistent service to internal and external customers. Develop, monitor, and report corporate customer service performance measures, service level agreements and key performance indicators, and use data to drive continuous improvement and inform organizational decision‑making.

Qualifications

Degree in public administration, business administration, communications or a related field and 5 years of progressive leadership experience in service delivery, customer experience, or organizational transformation, preferably in the public sector; or Diploma in public administration, business administration, communications or a related field and minimum 7 years of progressive leadership experience in service delivery, customer service or organizational transformation, preferably in the public sector. Proven experience in managing technology‑based service solutions, organizational transformation initiatives, or start‑up of new or expanded customer service operations. Experience in developing and managing budgets, human resources, and strategic planning in a complex organization. Demonstrated success in leading high‑performing teams through change. In‑depth understanding of customer service principles, CRM systems, and public engagement. Ability to think and act strategically to improve Section effectiveness and efficiency, including the ability to conceptualize and implement change strategies. Demonstrated ability to apply principles of equity, diversity, accessibility, reconciliation, and inclusion in customer service delivery to build capacity for more inclusive customer services. Strong leadership skills, including the ability to give direction, motivate, and recognize others; proven ability to share skills and knowledge with others.

We''re proud to offer a workplace where your well‑being, growth, and sense of purpose come first. As the Manager – Customer Service , you''ll enjoy:

A competitive salary that reflects your expertiseA matching pension plan to help you build long‑term financial securityComprehensive health, vision, and dental coverage, plus life insurance for peace of mindGenerous paid vacation and holidays, with the option to purchase additional leave days when you need more time offAccess to a confidential Employee and Family Assistance Program (EFAP) and wellness initiatives to support your overall healthLeadership development and tuition reimbursement programs, so you can continue to grow your skills and careerA culture of recognition and appreciation, with staff events and programs that celebrate your contributionsExposure to strategic corporate initiatives and cross‑departmental projectsA collaborative leadership environment that values innovation, continuous improvement, and creative problem solvingMeaningful opportunities to influence organizational culture, service delivery, and resident experience across the Corporation