Chief Client Service Officer - Ottawa - Keynote Search

Description

The Commission for Complaints for Telecom-television Services (CCTS) is an independent, national organization responsible for resolving complaints between consumers and telecommunications and broadcasting service providers. Operating at the intersection of consumer recourse, industry accountability, and public trust, CCTS plays a vital role in supporting a fair and effective communications marketplace across Canada.

As CCTS continues to evolve, it operates within a complex environment shaped by regulatory considerations, increasing stakeholder expectations, and growing consumer demands for services. These dynamics place important demands on the organization's operational framework, requiring a careful balance of independence, consistency, efficiency, and fairness while continuing to deliver timely, high-quality outcomes for Canadians. Ensuring that core complaint-handling services remain resilient, scalable, and aligned with the organization's mandate is central to CCTS's ability to maintain stakeholder trust.

Looking ahead, CCTS is strengthening its operational leadership to support greater focus, clarity, and execution across its service delivery functions. As capacity requirements grow and the complexity of service delivery increases, the organization has introduced a senior leadership role to oversee operations. The Chief Client Services Officer (CCSO) is intended to provide strategic and operational leadership across complaint intake, resolution, and investigation activities, ensuring that CCTS's core mandate is delivered effectively today while positioning the organization to adapt and evolve over the longer term.

Summary of the Role

The CCSO is responsible for overseeing and strengthening how CCTS delivers its core mandate. Reporting to the Commissioner and CEO, this role provides strategic and operational leadership across service delivery functions, including complaint intake, contact centre operations, conciliation, investigations, and associated quality and support functions. This portfolio encompasses approximately 75 employees, and is central to CCTS's ability to deliver fair, timely, and consistent outcomes for consumers and service providers.

You will act as a strategic advisor to the Commissioner and executive leadership team, with responsibility for providing clear operational reporting, insight, and recommendations, including preparing materials and presentations for the Board of Directors on service delivery performance and operational priorities. As CCTS has grown, the organization is continuing to mature its internal structures, governance, and ways of working, creating a clear mandate for this role to help formalize, align, and strengthen operational approaches that support consistency and long-term effectiveness. You will own the strategy for how CCTS delivers its core services, translating priorities into a clear operational vision that guides day‑to‑day execution. You will be accountable for ensuring that this vision is effectively communicated, understood, and embedded across leadership and teams. While core operational processes are established and functioning, this role will assess current performance, identify opportunities for improvement, and lead practical changes that enhance capacity, consistency, and adaptability—balancing immediate service delivery needs with longer‑term operational evolution.

In addition, you will be responsible for strengthening leadership, accountability, and alignment across a large and diverse operational portfolio. This includes fostering a culture of continuous improvement and enhancing cross‑functional coordination and alignment. Active engagement with external stakeholders is required to identify emerging trends or risks, and to create consistent and transparent complaint‑handling practices. Through a pragmatic, collaborative approach, the CCSO will play a central role in reinforcing operational excellence, organizational resilience, and public trust in CCTS's mandate.

Is This for You?

You are a senior operational leader who is comfortable owning complex service delivery environments and translating organizational priorities into consistent execution. You bring experience overseeing large, people‑intensive functions where outcomes depend on clear workflows, sound judgment, and strong leadership at multiple levels. You are energized by the opportunity to lead established teams in a fast‑paced, high‑volume environment, where you can strengthen workflows and bring greater clarity and alignment to day‑to‑day operations.

Your background likely includes experience in a service‑based, public‑facing, or regulated environment where fairness, consistency, and credibility matter as much as efficiency. You understand the importance of balancing operational discipline with empathy and discretion, particularly in contexts where decisions are subject to scrutiny and stakeholder expectations are high. You are accustomed to working within defined mandates while still identifying opportunities to improve how services are delivered. Bilingualism in English and French is considered a significant asset, reflecting the national scope of CCTS and its stakeholder environment.

As a leader, you are a clear communicator and a steady presence. You are comfortable setting direction, articulating a vision for operations, and ensuring that it is meaningfully understood and reinforced across teams. You build trust by listening, asking thoughtful questions, and holding yourself and others accountable. You are known for your ability to navigate complexity, manage competing priorities, and make practical decisions that move the organization forward without unnecessary disruption.

Importantly, you are motivated by purpose-driven work. You value roles where your leadership has a visible and lasting impact, and where operational excellence directly supports public trust. You are an operations leader who thrives in environments that require judgment, consistency, and thoughtful change, while still offering the opportunity to shape how an organization evolves.

This posting is for a new, permanent full-time position with CCTS.

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