Manager- Customer Service

City Manager's Office Thunder Bay, Ontario

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

$-$

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…