Customer Care Operations Consultant



Reporting to the Director, Customer Care Shared Services, you will be empowered to:

  • Evolve current project management strategies to ensure successful implementation of Customer Care projects and initiatives for all business areas; establish and evaluate project success measures to ensure employee adoption of new business practices into Customer Care

  • Collaborate with Customer Care Management teams and Subject Matter Experts to perform analysis and requirements gathering to ensure Customer Care business needs are represented

  • Collaborate with stakeholders/partners to anticipate the operational impacts of new initiatives and identify operational readiness needs; enable the execution of required communication, training and change management to ensure smooth handover; lead and manage operational readiness activities for internal and external project launches (e.g., new products, technology launches, process improvements)

  • Document and maintain Customer Care project artifacts, monitor project performance, prepare, and present regular project updates to Sr. Leadership Team

  • Identify high risk and potential integrity issues related to Customer Care operations and develop actionable recommendations to mitigate/resolve these issues

  • Support business operations by developing plans to coordinate resources from other teams within the organization to be able to execute operational activities and process improvements

  • Apply business knowledge and subject matter expertise to support and implement continuous improvement and business optimization opportunities

  • Coordinate Customer Care Business Continuity Plans to ensure accuracy and consistency across Customer Care

  • Be a key resource for the Customer Care team to support project and operational related activities


Work Experience: 5+ years of relevant experience; Experience in a public sector/regulatory environment is an asset

Education: Post-secondary degree/diploma in Business Administration, Operations, Management, Communications, or equivalent; Knowledge of OLG’s products, services, lines of business, and governing standards is preferred

Critical Skills: Proficiency in Microsoft applications (Word, Excel, PowerPoint, Visio); Strong written and verbal communication skills; Highly organized; Knowledge of project management, process management; change management tools and methodologies

Negotiation and Influence : Strong interpersonal skills with the ability to negotiate and influence effectively while being open to perspectives and maintaining strong relationships

Strategic Thinker: Strong strategic and critical thinker with ability to identify challenges and find innovative solutions

Collaboration & Fun: Inclusive and collaborative work style while creating fun and excitement in our work

Integrity and Trust: Do what's right and operate with transparency and openness


Organization OLG
Industry Operations Jobs
Occupational Category Customer Care Operations Consultant
Job Location Toronto,Canada
Shift Type Morning
Job Type Full Time
Gender No Preference
Career Level Intermediate
Experience 2 Years
Posted at 2023-03-24 9:29 am
Expires on 2024-06-24