Director Customer Care - Player Services

Salary Range:

125, CAD

Director Customer Care – Player Services

Customer Care is the frontline of OLG’s relationship with players, and we are ready to elevate how we support them across every interaction. We are looking for a strategic, modern contact centre leader to shape the future of our Customer Care operations and deliver exceptional experiences across voice, chat, email and digital self-service. In this role, the Director will lead the evolution of our contact centre capabilities, uplift our service culture, and ensure operational excellence in a fast changing, technology enabled environment.

YOUR ROLE IN THE GAME

Reporting to the VP Customer Care, you will be empowered to:

• Set and execute the contact centre strategy by building and delivering an annual plan aligned to enterprise priorities.

• Build and sustain a high performance, people first culture through coaching and development of managers and frontline teams.

• Orchestrate customer journeys across channels by designing seamless voice, chat, email and self-service pathways.

• Drive performance through a modern KPI framework that prioritizes First Contact Resolution, Customer Satisfaction and Quality.

• Modernize platforms and responsibly deploy AI in partnership with various parts of the organization.

• Strengthen compliance, privacy and accessibility in partnership with Legal, Compliance, Risk, Safer Gambling and People and Culture.

• Translate player insights into action with Channel Management, Product, Marketing and Digital teams.

• Deliver financial discipline and continuous improvement initiatives.

WHAT YOU BRING TO THE GAME

Education & Experience:

• Degree in business administration or equivalent

• Knowledge of contact centre best practices, performance measurement and quality improvement and vendor management

• 10+ years of experience in customer/digital/omni channel support centres or business operations

• 3+ years of progressive people leadership experience

• Experience in public sector regulatory agencies (preferred)

Relevant

Skills:

• Proven leadership in omni channel customer care operations.

• A track record of building and sustaining a high performance, people first culture.

• Strong strategic thinking combined with operational discipline.

• Deep fluency in modern contact centre metrics.

• Hands on experience with modern platforms, AI assisted tools and analytics.

• Strong cross functional partnership skills.

• Excellent communication skills with the ability to engage with all levels of the organization and external stakeholders.

• Vendor leadership experience and commercial acumen.

• Understanding of regulatory, privacy and accessibility requirements.

BENEFITS OF JOINING THE WINNING TEAM

• Group Benefits Plan: Eligible employees and dependents have access to comprehensive, employer-paid group benefits coverage (permanent employees only).

• Public Service Pension Plan: Participation in a highly desirable defined benefit pension plan.

• Variable Pay Program: Participation in a performance-based incentive plan that recognizes organizational and individual achievements (permanent employees only).

• Paid Time-Off: Competitive paid time-off provisions to support work-life balance and well-being.

• Growth Focus: Become your best self with access to new opportunities and personalized support programs.

• Comprehensive Learning: 24/7 access to robust online learning programs.

• Equity, diversity, and inclusion: Core to OLG’s culture, empowering employees to bring their authentic selves and make a meaningful impact across Ontario.