Learn more about this exciting opportunity
Strategic Role
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.
Rare Opportunity
This is a rare opportunity to step into a senior operational leadership role that sits at the heart of CCTS’s mandate. As the executive responsible for service delivery, you will have a direct and visible impact on how consumers and service providers experience the organization.
Unique Position
For an operations leader who values clarity of mandate, thoughtful change, and purpose-driven work, CCTS offers a uniquely balanced environment.
Chief Client Services Officer @ Commission for Complaints for Telecom-television Services
Company: Commission for Complaints for Telecom-television Services
Position: Chief Client Services Officer
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.
Compensation: $165,000 – $190,000
We use AI-powered tools (such as Fathom, Gemini, and Monica) to support certain administrative aspects of our recruitment process, such as interview note-taking, transcription, and summarization. These tools are used to improve efficiency and consistency. All AI-generated outputs are reviewed by a qualified recruiting professional, and all hiring decisions are made by humans. We do not use AI for selection purposes but do utilize AI powered search functions (Microsoft/Google) to help identify candidates on behalf of our clients.
Skills & Experience
Experience
You bring experience overseeing large, people-intensive functions where outcomes depend on clear workflows, sound judgment, and strong leadership at multiple levels.
Background
Your background likely includes experience in a service-based, public-facing, or regulated environment where fairness, consistency, and credibility matter as much as efficiency.
Bilingual
Bilingualism in English and French is considered a significant asset, reflecting the national scope of CCTS and its stakeholder environment.
Motivated
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.
Driven
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.
Leadership
As a leader, you are a clear communicator and a steady presence.
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.
Apply for this opportunity
Thank you for your application for this opportunity. Due to the high number of applications we receive, we will only be contacting those that are under consideration for the role.