Manager - Customer Service (Full-Time)

Position Details

• Location: Thunder Bay
• Employment Type: Full-time
• Contract Type: Permanent
• Engagement Type: Permanent
• Department: Customer Service
• Work Location Type: On-Site
• Category: Corporate Services
• Subcategory: Communications & Customer Service
• Job Level: Manager

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.

Manager - Customer Service Job Description

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.