Manager - Customer Service (Full-Time)

Thunder Bay; Northwestern Ontario; On-site; CAD 95,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Pension plan

Health, vision, and dental coverage

Life insurance

Generous vacation & holidays

EFAP

Job summary

City of Thunder Bay is seeking a Manager – Customer Service to lead the planning, delivery, and ongoing modernization of a centralized customer service model. You will shape service design, champion equity and inclusion, and direct a diverse team to deliver high-quality municipal experiences.

You will collaborate with corporate leaders to align service strategy with community needs, manage budgets, and drive continuous improvement across Thunder Bay’s customer service operations.

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.
• 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.

Responsibilities

• 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.
• 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.

Skills

Strategic leadership

Public sector experience

CRM systems

Knowledge management

Cross‑functional leadership

Education

Bachelor's or higher in public administration/business/communications

Diploma in public administration/business/communications

Tools

CRM systems

Knowledge management platforms

Multichannel tools

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, fosters 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.

General Information

As an equal opportunity employer, the City of Thunder Bay encourages applications from Indigenous peoples, persons with disabilities, members of visible minority groups, women and members of the 2SLGBTQ+ community.

ONTARIO HUMAN RIGHTS CODE:

It is a contravention of the Human Rights Code of Ontario to discriminate on the basis of: race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, marital status, family status, disability, age, record of offences, gender identity or gender expression.Therefore, a resume submitted to the City must not include references to any of the above characteristics.

Note: The above documentation will be requested by the Human Resources Division should you be the successful applicant. If a Criminal Record Check is required, it will be requested by Human Resources should you be the successful applicant. Please do not submit your Criminal Record Check with your application.

ACCOMMODATION:

Reasonable accommodations are available upon request for all parts of the recruitment process.

PRIVACY:

Personal information on this form is collected under the authority of the Municipal Act, c. 302, as amended, and will be used to determine eligibility for employment. Questions about this collection of personal information should be directed to the Human Resources Division, 125 Syndicate Ave Suite 42, Thunder Bay, Ontario, P7E 6H8, Telephone: [phone]

The City of Thunder Bay provides exceptional quality of life to those who live, work, and play in Thunder Bay–a culturally vibrant, economically diverse community with a metro population of over 120,000. Located on the north shore of Lake Superior, under the protective watch of the Sleeping Giant, Thunder Bay is rich in people and resources, and connects Northwestern Ontario to the world. We value our high quality of life and promote a clean, green, beautiful, and healthy community that provides economic opportunity, respects diversity, and provides affordable and safe neighbourhoods that are accessible to all.

The City of Thunder Bay is a place where art, culture and nature come together!

Watch this video to learn more about our City at: