Senior Manager, Winner's Experience (Onsite)

at  OLG

95,200.00 - 142,800.00 CAD

Job Description:
Senior Manager, Winner’s Experience (Onsite)
GAME ON – OLG needs you
We’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. Over the course of fiscal 2022-23, OLG delivered a record $2.5 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction, to become a world class gaming entertainment leader with a globally admired digital platform.
We are ready to take this game to the next level and need a passionate, highly motivated, and experienced individual to join our team as the Senior Manager, Winner’s Experience. This role will be based in Toronto, Ontario and offers a chance to be part of a world-class organization dedicated to providing exceptional experiences to our winners.

Reporting to the Director, Prize Centre Operations & Winner’s Experience, you will be empowered to:

• Develop and drive strategies to enhance our Winner’s experience, driving value and interest in OLG’s products, services and customer experiences (in partnership with Brand, Product, Communications, CX).
• Own the customer journey as it relates to our Winner’s experience (prize validation through redemption).
• Continuously mine voice of the customer (VOC) data, assemble and execute against a prioritized roadmap in service of incremental improvement against KPI baselines (Customer Effort and Satisfaction) across claims channels.
• Participate in the design and continually assess the effectiveness of our Winner’s Experience space in driving measurable improvements in customer experience and reach of efforts.
• Develop an organization (in partnership with communications) capable of supporting evolving content strategies.
• Act as people leader to develop a high performing and hospitable team of ‘Dream Ambassadors’ by planning, assigning, and directing work, conducting performance appraisals and managing performance plans.
• Make strategic, tactical, and operational decisions on matters including budgets, staffing levels, and departmental policies and procedures.
• Partner effectively with Brand, Product, and Communications to ensure alignment with and onsite execution of brand and product campaigns.
• Assess and drive partnerships in service of elevating our Winner’s Experience.
• Coordinates with Brand, Marketing & Media teams and other groups hosting events as the liaison regarding facility policies and operational procedures as it relates to events & winner needs

Reporting to the Director, Prize Centre Operations & Winner’s Experience, you will be empowered to:

• Develop and drive strategies to enhance our Winner’s experience, driving value and interest in OLG’s products, services and customer experiences (in partnership with Brand, Product, Communications, CX).
• Own the customer journey as it relates to our Winner’s experience (prize validation through redemption).
• Continuously mine voice of the customer (VOC) data, assemble and execute against a prioritized roadmap in service of incremental improvement against KPI baselines (Customer Effort and Satisfaction) across claims channels.
• Participate in the design and continually assess the effectiveness of our Winner’s Experience space in driving measurable improvements in customer experience and reach of efforts.
• Develop an organization (in partnership with communications) capable of supporting evolving content strategies.
• Act as people leader to develop a high performing and hospitable team of ‘Dream Ambassadors’ by planning, assigning, and directing work, conducting performance appraisals and managing performance plans.
• Make strategic, tactical, and operational decisions on matters including budgets, staffing levels, and departmental policies and procedures.
• Partner effectively with Brand, Product, and Communications to ensure alignment with and onsite execution of brand and product campaigns.
• Assess and drive partnerships in service of elevating our Winner’s Experience.
• Coordinates with Brand, Marketing & Media teams and other groups hosting events as the liaison regarding facility policies and operational procedures as it relates to events & winner needs.