Manager - Customer Service (Full-Time)

The City of Thunder Bayprovidesexceptional quality of life to those wholive, work, and play in Thunder Bay–a culturally vibrant, economically diverse community with a metro population of over 120,000. Located on the north shore of Lake Superior, under the protective watch of the Sleeping Giant, Thunder Bay isrich in people and resources, and connects Northwestern Ontario to the world. We valueourhigh quality of lifeand promote a clean, green, beautiful, and healthy community that provides economic opportunity, respects diversity, and provides affordable and safe neighbourhoods that are accessible to all. The City of Thunder Bay is a place where art, culture and nature come together Watch this video to learn more about our City at:

Job Description
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 cov