Operations Manager, Customer and Volunteer Experience

Located on the Trent-Severn Waterway in the heart of the Kawartha tourism region, Peterborough is a unique community known for its exceptional quality of life and beautiful setting. Peterborough has it all – a multitude of recreational opportunities, a diverse industrial, commercial and agricultural base, quality health care and excellent schools – including two outstanding post-secondary institutions. Peterborough is just one hour from the Greater Toronto area.

Job Details

The Operations Manager, Customer and Volunteer Experience is responsible for delivering leadership administrative support to drive efficient divisional operations with a primary focus on customer, member, and volunteer service excellence and continuous improvement initiatives. Key responsibilities encompass establishing and achieving performance benchmarks, implementing work plans, and crafting customer service strategies to enhance satisfaction and engagement. This role represents the division in meetings, interpreting and executing policies, and ensuring application of the ticketing software system. It addresses and resolves customer, member, and volunteer concerns, fosters effective staff-union-management relationships, and spearheads the rollout of food and beverage services. Continuously seeks opportunities to refine operational efficiencies and promote a culture of excellence across all customer service touchpoints. 

Qualifications

Requires completion of a 3-year university degree or equivalent in Business, Recreation or Volunteer Management, with a minimum of 5 years experience in customer, volunteer and staff relations, service delivery, preferably in a unionized environment. 

The incumbent must possess excellent oral and written communication skills, with a demonstrated ability to coach, motivate, and coordinate the work of others effectively. They should be proficient in operating within a computerized environment and have proven experience in customer service, communications, and service delivery. Additionally, the ability to foster and maintain positive relationships with managers, directors, community members, staff, and the general public is essential. 

Salary

$109,261

Application Information

Qualified applicants are invited to submit 1 file containing a résumé and cover letter (ensure your name is in the title of the document), quoting file number 25-P-104 on the file as well as in the subject line, no later than 12:00 p.m. on September 1, 2025 to: People & Culture (recruiting@peterborough.ca).

The City of Peterborough is an organization that strives to embrace the spirit of inclusion, diversity, equity and accessibility. We are an equal opportunity employer committed to building an inclusive and barrier-free environment in which all individuals have access to the City's goods, services and facilities. If contacted for an employment opportunity, please advise People & Culture if you require an accommodation.