Want to be part of a team that makes a difference? Come be part of the change.
Since 1920, APEGA has been regulating the practices of engineering and geoscience to serve the public interest in Alberta.
We are looking for energetic people who thrive in a dynamic, fast-paced, and challenging environment. You are committed to serving the community with integrity, accountability, and innovation, and capable of delivering exceptional service. If you reflect these values, have the knowledge, skills, and abilities to make a difference through your work, and are passionate about acting in the best interest of public safety – then come be a part of our diverse and inclusive team!
Job Title: Customer Services Manager Job Family: Manager
Department: Experience & Engagement Reports To: Director, Experience & Engagement
Division: Professional Sustainability Location: Edmonton
Competition: 26-19 Employment Indicator: Full time, Permanent
Position Summary
Reporting 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 & Attributes
Competencies
Core:
- 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.
We acknowledge all candidates working in their area of expertise may build their knowledge, skills, and competencies in several ways. We welcome candidates from a breadth of backgrounds, who may have equivalent skills and competencies to the ones listed above. There may be APEGA positions posted that have specific regulatory requirements, and in keeping with those requirements, APEGA will follow the guidelines that we are bound by. All candidates are considered with the objective to enhance APEGA's people and culture.
Thank you for your interest in APEGA.
Only those candidates selected for interviews will be contacted.
