Director Customer Care - Player Services

Salary Range:

125,600 - 175,600 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.

To learn more about our organization and other opportunities visit our career site.

We look forward to hearing from you, interested applicants please apply online by February 24, 2026.

Please Note: Unless otherwise specified, all positions are required to work fully onsite.

OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at [email protected] if you require accommodation at any time throughout the hire process.

We welcome applicants from all backgrounds and experiences. If you bring relevant skills and a willingness to learn, we encourage you to apply—even if you don’t meet every listed qualification. We sincerely appreciate your interest; while we are unable to contact everyone, those selected for the next steps will be notified.

We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.

Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act, 1999, SO 1999, c 12, Sch L and the Employment Standards Act, 2000, S.O. 2000, c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws, OLG’s Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection, please contact [email protected], 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2.