ABOUT AGLC
Alberta Gaming, Liquor & Cannabis (AGLC) is a dynamic organization leading Alberta’s gaming, liquor and cannabis industries. Our team of high performers is driven to provide our customers with outstanding service and Albertans with choices they can trust.
ABOUT BUSINESS DEVELOPMENT OFFICE – CUSTOMER CARE
The Business Development Office – Customer Care branch is responsible for providing efficient and effective delivery of support services required for all provincial gaming retail networks, inclusive of over 2800 Lotto Spot retailers, over 700 VLT retailers and 29 Casinos/Racing Entertainment Centres as well as support for the Cannabis retail network, which is comprised of over 750 cannabis retailers. Our mission is to support our business teams and their achievement of annual revenue targets through provincially operated gaming and cannabis activities that align with AGLC's vision of responsible gaming and delivery of safe cannabis. Customer Care enhances the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
AGLC call centres support all retail networks in the Province of Alberta, albertacannabis.org, provide dispatch support to AGLC technicians, triage support for IT, Regulatory, Business Development Office teams and public support calls including retailer training programs and the Customer Complaint lines.
ABOUT THE POSITION
Director, Customer Care
Job Req: 1176
Location: St. Albert - Corriveau
Division/Branch: / Customer Care
Classification: Senior Manager 1
Status: Permanent - FT
Salary: $95,406.58 - $130,174.31
Reports to: Steven Lautischer
Closing Date: May 20, 2026
JOB SUMMARY
We are currently seeking a Director, Customer Care to provide strategic and operational leadership for AGLC’s customer care functions and to lead the evolution of a modern, customer‑centered service model across the organization. This role plays a key leadership role in shaping and advancing AGLC’s enterprise customer experience strategy, ensuring services are simple, accessible, and aligned with organizational priorities, regulatory requirements, and public trust.
Reporting to the Executive Vice President, Business Development Office, the Director, Customer Care is responsible for the leadership, direction, and performance of AGLC’s customer care operations. This includes contact centres, player services, prize payout operations, and customer experience strategy supporting gaming, liquor, and cannabis operations province‑wide.
KEY RESPONSIBILITIES
- Provide strategic and operational leadership for AGLC’s customer care functions, including contact centres, player services, and prize payout operations across Alberta.
- Lead the evolution of a modern, customer‑centred service model that supports gaming, liquor, and cannabis operations while meeting regulatory and integrity requirements.
- Champion customer experience improvements by acting as the voice of the customer and embedding customer‑focused practices across the organization.
- Drive continuous improvement through the effective use of data, technology, performance metrics, and employee and customer insights.
- Manage branch resources, including budgets, workforce planning, and service delivery, to meet service levels and performance commitments.
- Build and lead high‑performing, engaged teams across multiple locations by coaching leaders, supporting staff development, and fostering a respectful and inclusive work environment.
- Collaborate with senior leaders, internal stakeholders, and external partners to resolve complex issues and support organization‑wide initiatives.
SKILLS & ABILITIES
- University degree in Business Administration, Public Administration, Commerce, or a related field (a combination of education and experience may be considered).
- Minimum of 5 years’ leadership experience in customer care, service operations, or a complex service‑delivery environment.
- Proven ability to lead large, remote and unionized teams; coach leaders; build engagement; and sustain an inclusive, respectful culture.
- Demonstrated success managing operational budgets, performance metrics, and continuous improvement initiatives.
- Strong capability using performance metrics, customer/employee insights, and technology to drive measurable service improvements and translate insights into actionable strategies.
- Excellent communication/interpersonal skills with the ability to influence across all levels and partner with senior leaders and external stakeholders to resolve complex issues.
NOTE:
- To be eligible to work for AGLC, you must be a Canadian citizen, permanent resident or eligible to work in Canada.
- While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.
- As a condition of employment, you will be required to obtain a satisfactory security clearance and clean drivers abstract (if necessary) prior to employment.
- An equivalent combination of education and experience may be considered. Candidates with lesser qualifications may be considered at a lower classification and salary. This recruitment may be used to fill future vacancies.
- AGLC is committed to creating a diverse environment and is proud to be an equal opportunity employer.
