Supervisor, Customer Experience

**Supervisor, Customer Experience**
**(**C**owan**Recreation**C**entre**)**

**Job**S**tatus**:
Permanent Full-Time

**Pay & Grade**:
$83,997 to $104,997 Annually **Grade/Band**: 9 (under review)

**Hours** of Work**:
35 Hours per week, including evenings, weekends and holidays

**Initial location**:
Kitchener City Hall

**Posting period**:
Tuesday, Oct 21, 2025 - Tuesday, Nov 18, 2025 (at 6:00pm)

**Overview**

We’re building something extraordinary for our community and beyond - the Cowan Recreation Centre, a state-of-the-art destination for sport, fitness, and community connection.

Opening summer 2026, this $174-million, all-season multi-use complex will feature an impressive lineup of amenities: a large aquatics centre with two stainless steel pools, a FIFA-sized indoor turf field, a versatile quad gymnasium, an indoor walking track, two dedicated cricket practice nets, and four multi-purpose rooms for community programs and events.

This premier recreation facility is being built with accessibility, inclusion, and community at its heart. From universal washrooms and changerooms to a dedicated breastfeeding room and multi-faith prayer room, every detail is designed to make everyone feel welcome, supported, and valued.

**We are looking for**dynamic leader to help bring this vision** of customer experience excellence**to** life**

The **Supervisor, Customer Experience** **(**C**RC)** will be a key player in shaping how our guests experience this groundbreaking facility. You’ll lead a diverse team of customer service attendants, facility staff, and custodial partners to ensure every visit is seamless, safe, and welcoming. Reporting to the Manager, CRC, this is a high-impact leadership role for someone who thrives on building relationships, solving problems, and creating memorable experiences.

If you’re ready to be part of the leadership team at one of Ontario’s most ambitious recreational facilities — where the community comes together to **Connect**, where athletes from across Kitchener, Ontario, and Canada come to **Compete**, and where we all truly **Belong** — we want to hear from you

**Responsibilities**

Leadership
- Inspires and manages a diverse team of full-time and part-time staff, from customer service associates to building attendants
- Serves as a visible, welcoming presence throughout the facility, engaging with guests and responding to feedback
- Drives performance through coaching, training, and inclusive leadership — fostering a culture of excellence, empathy, and accountability
- Takes swift, decisive action to resolve customer concerns with professionalism and care
- Champions a high standard of customer service excellence by overseeing all frontline interactions and ensuring every guest feels welcome and valued
- Creates and fosters a positive, inclusive, and collaborative workplace culture grounded in respect, teamwork, accountability, and continuous improvement
- Provides inclusive leadership to staff through emotional intelligence, curiosity, openness, collaboration, adaptability, and courage, building trust across staff team

Operations
- Strategically schedules and allocates resources to meet operational needs and budget targets
- Manages and is the main contact for vendor contracts (including concession vendor), procurement, and supplies to keep the facility running smoothly
- Tracks customer service trends and collects & analyses customer feedback to continuously improve the user experience
- Supports policy development and ensures financial accountability across service and maintenance functions
- Oversees all aspects of facility cleanliness, safety, and functionality — from sport surfaces to public spaces
- Implements and monitors maintenance protocols, inspections, and emergency response plans
- Collaborates with internal teams to address repairs and ensures compliance with health, safety, and building regulations
- Maintains a visible presence throughout the facility, ensuring a premier experience that attracts top-tier events

**Requirements**:
Education
- Minimum 3-year degree/diploma in in Facility Management, Sport/Recreation Management, Recreation/Sport Administration, Venue or Events Management, or related field

Experience
- 2-4 years’ experience in a similar role or related experience

Work Environment
- Will be expected to work flexible hours (outside of Mon-Fri, 9 to 5), including evenings, weekends, and holidays through a rotating schedule with facility management team.
- Will be scheduled on rotation with facility management team to respond to emergencies outside of working hours

Knowledge, Skills and Abilities
- Excellent interpersonal and communication skills, both written and verbal
- Adaptable and able to handle competing priorities in a fast-paced environment
- Experience in a frontline service delivery role, preferably within a municipal environment
- Proven ability as a relationship-builder, with staff, vendors, user groups, and members of the commu