Job Title:Customer Services ManagerJob Family: ManagerDepartment:Experience & EngagementReports To:Director, Experience & EngagementDivision:Professional SustainabilityLocation:EdmontonCompetition:26-19Employment Indicator: Full time, PermanentPosition SummaryReporting to the Director, Experience & Engagement, the Customer Services Manager provides operational and people leadership for APEGA's centralized Service Centre. This role is accountable for delivering unified, consistent, high-quality Tier 1 service across all registrant-facing channels (phone, email, in person, and future digital channels), aligned with APEGA's experience expectations and regulatory obligations.
The Manager establishes clear service standards, Tier 1 scope, escalation frameworks, and response targets, and drives continuous improvement through performance monitoring, trend analysis, and cross-functional collaboration.
As a people leader, this role champions a service-oriented culture grounded in professionalism, respect, consistency, trust, and empathy, while supporting staff through effective coaching, training, and change leadership.
Responsibilities- Monitor and evaluate service performance, including KPIs such as contact volume, response times, resolution rates and escalation trends.
- Analyze service data to identify risks, gaps, and opportunities for improvement.
- Use insights to inform resourcing, service design, and operational improvements.
- Provide regular reporting and insights to senior leadership on service performance and emerging issues.
- Drive continuous improvement initiatives to enhance service delivery, consistency, and registrant experience.
- Lead, coach, and develop the Customer Services team, including Customer Service Representatives and the Service Operations Coordinator.
- Oversee workforce planning, scheduling, and capacity management to ensure service coverage across all channels.
- Support recruitment, onboarding, and ongoing development of team members.
- Foster an inclusive, collaborative, psychologically safe, and service-focused team culture of service excellence, accountability, and continuous learning.
- Ensure the team is supported through effective onboarding, training, access to knowledge resources, with delivery and ongoing maintenance coordinated through the Service Operations Coordinator.
- Manage employee performance, engagement, and development, aligning individual goals with service outcomes and organizational priorities.
- Collaborate with internal business areas (e.g., Registration, Admissions, Finance, IT, Communications, Conduct, Privacy, Continuing Education) to ensure alignment between policy, service delivery, and customer experience.
- Define and maintain clear Tier 1 and Tier 2 responsibilities across the organization.
- Establish service-level agreements and escalation pathways with Tier 2 teams.
- Support implementation of new programs, services, or policy changes impacting the Service Centre.
- Collaborating with IT, manage the phone system auto-attendant & hunt groups (submit service requests; test vendor solutions; manage recording of auto-attendant/hunt group greetings and voicemail). Collaborate with Communications to manage on-hold messaging.
- Provide support to the Director, Experience & Engagement in managing registrant benefit vendor relationships and liaising with Engineers Canada and APEGA vendors on resolving registrant issues related to benefit programs.
- Liaise with the Regulatory teams to annually (or more frequently as required) review knowledge base content for accuracy.
- Provide overall accountability for the operations, performance, governance, and effectiveness of registrant benefit and affinity programs.
- Oversee program performance by reviewing usage metrics, registrant feedback and partner/vendor performance
- Ensure appropriate governance of vendor relationships, contracts, and obligations.
- Ensure effective operational logistics to support the management of the program (e.g. processing billing for the APEGA Mobility program)
- Support escalation and resolution of complex or high-impact issues involving benefit providers or partners, including Engineers Canada.
- Ensure alignment between benefit programs and overall service delivery and registrant experience.
- Delegate day-to-day coordination and administration of benefit programs to the Service Operations Coordinator.
Competencies, Skills & AttributesCompetenciesCore:
- Exemplifying Integrity
- Fostering Communication
- Results Orientation
- Service Excellence
- Teamwork
Core Leadership:
- Decision Making
- Ensuring Accountability
- Inspiring Others
- Leading Change
Functional:
Knowledge, Skills & Abilities- Service centre operations and service delivery models
- Expert level knowledge of protocols, and best practices as it relates to registration, membership, permits, exams, Individual Practice, dues, and benefit processes
- Thorough knowledge of project management practices.
- Excellent customer service and conflict management concepts and approaches.
- Extensive customer service knowledge
- APEGA policies, procedures, and guidelines
- Knowledge of Act(s), Regulations and By-laws regulating APEGA
- Knowledge of benefit or affinity programs
- Analyze service data and translate insights into operational improvements
- Track, analyze, and report on service KPIs and operational data to identify trends, inform decision-making, and support continuous improvement of registrant services
- Excellent organization and prioritization skills.
- Exceptional customer service skills managing sensitive or emotionally charged situations
- Excellent supervisory and coaching skills
- Strong communications skills and ability to collaborate with external stakeholders with a high degree of demonstrated professionalism.
- Working knowledge of service centre systems or technologies including phone and CRM to support consistent and efficient service delivery
- Ability to identify potential risks and develop specific plans to mitigate or address the concerns.
- Ability to solve problems and make sound decisions quickly and confidently.
- Proficient use of Microsoft Office suite and databases.
- Conflict resolution skills and ability to handle members' issues and concerns with tact and diplomacy.
- Ability to manage and oversee budgets.
- Solid managerial and interpersonal skills in dealing and communicating with professionals across diverse functional areas including technical specialists, and senior management and registrants. Public speaking and presentations are also required.
- Ability to communicate ideas, solutions and resolve issues.
- Solid human relations including coaching, team building, training and motivation skills.
- Technical problem solving and decision-making skills.
- Strong organizational skills.
- Ability to influence without direct authority.
Qualifications- Post-secondary degree in business or a related field is required.
- 7-10 years of relevant experience in progressively more responsible supervisory roles in a customer service setting providing first-line inquiry support or services in a professional setting leading small to mid-size teams.
- Experience in a regulatory, professional association, or public-sector environment considered an asset .
- Demonstrated experience leading teams in complex, regulatory, or service-intensive environments.
- Supervisory experience is required.
- Experience working with Microsoft Office, Customer Relationship Management software, and/or various databases or systems is required.
- Strong communications skills are required.
- Equivalencies may be considered.
- Budgetary experience is considered a strong asset.
Closing Date: Until successful candidate is found
Please note, if you are submitting a resume for multiple positions please ensure you send a separate submission for each competition.
