Manager – Customer Service

Northwest Employment Works; Northwestern Ontario; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Pension plan

Health, vision, dental coverage

Paid vacation and holidays

EFAP and wellness initiatives

Leadership development and tuition

Staff events and recognition

Job summary

City of Thunder Bay is seeking a Manager – Customer Service to lead a centralized, multi-channel municipal service model. You will drive strategy, staff development, and service excellence across a diverse customer base.

You will oversee implementation of CS technologies, develop performance metrics, and ensure equitable, accessible service while fostering a collaborative culture across departments and with external partners.

Qualifications

• Degree in public administration, business administration, communications or related field with progressive leadership experience in service delivery or organizational transformation.
• Diploma in public administration, business administration, communications or related field with 7+ years leading service delivery or transformation in a public sector context.
• Proven experience in managing technology-based service solutions and customer service operations.
• Experience in budgeting, HR, and strategic planning in a complex organization.

Responsibilities

• Provide strategic and operational leadership for Customer Service and champion a customer-focused approach across the organization.
• Identify and implement enterprise-wide customer service technologies including CRM systems and knowledge management platforms.
• Lead the implementation and continuous improvement of Service Thunder Bay as the centralized model and primary contact for municipal services.
• Lead cross-departmental integration of customer service processes and ensure consistency across all contact points.
• Promote accessibility, equity, and inclusion in customer service strategies and initiatives.
• Develop and manage day-to-day operations and service delivery metrics for Service Thunder Bay.
• Develop, monitor, and report KPIs and use data to drive continuous improvement.

Skills

Public sector leadership

CRM systems

Organizational transformation

Budget management

Strategic planning

Change management

Leadership

Education

Degree in Public Administration

Diploma in Public Administration / Communications

Job description

Lead Service Thunder Bay. Champion Service Excellence. Transform How Residents Connect.

At the City of Thunder Bay, Our City Runs on People Like You. Together, we are building a workplace where everyone belongs—where your leadership, customer service expertise, and passion for continuous improvement help shape how residents access municipal services.

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.

Thunder Bay offers more than a fulfilling career. With its natural beauty, affordability, and strong sense of community, it’s a city where you can grow personally and professionally.

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.

How You’ll Lead and Support Your Team

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.

What You Can Count On With Us

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 expertise
• A matching pension plan to help you build long-term financial security
• Comprehensive health, vision, and dental coverage, plus life insurance for peace of mind
• Generous paid vacation and holidays, with the option to purchase additional leave days when you need more time off
• Access to a confidential Employee and Family Assistance Program (EFAP) and wellness initiatives to support your overall health
• Leadership development and tuition reimbursement programs, so you can continue to grow your skills and career
• A culture of recognition and appreciation, with staff events and programs that celebrate your contributions
• Exposure to strategic corporate initiatives and cross-departmental projects
• A collaborative leadership environment that values innovation, continuous improvement, and creative problem solving
• Meaningful opportunities to influence organizational culture, service delivery, and resident experience across the Corporation

What You’ll Bring to the Team

Here’s what will help you succeed as the Manager Customer Service:

• 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.

Lead Customer Service Excellence with Us – Apply Today

Ready to take the next step in your career journey? Join us at the City of Thunder Bay, where you’ll help shape meaningful work, support organizational success, and contribute to an exceptional employee experience.

Apply today at https://careers.thunderbay.ca/careers-home/jobs/7133?lang=en-us and start your next chapter with the City of Thunder Bay.

Belonging, Inclusion, and Your Privacy

The City of Thunder Bay is proud to be an equal opportunity employer. We encourage applications from Indigenous peoples, persons with disabilities, members of visible minority groups, women, and members of the 2SLGBTQ+ community. We are committed to a recruitment process and work environment that is inclusive and barrier-free.

If you need an accommodation during any part of the recruitment process, let us know — we will work with you to meet your needs.

For privacy and fairness, please do not include photos, ID cards, driver’s licences, or police record checks with your application. These documents will only be requested if you’re successful.