Senior Optimization Analyst

Range:

Job Description:

We are ready to take this game to the next level and need someone passionate to support Customer Cares transformation agenda by supporting the execution of high-impact optimization initiatives across Customer Care operations. Working alongside the Senior Optimization Manager and reporting to the Director of Optimization the Senior Optimization Analyst is responsible for analyzing designing and supporting strategies that streamline operations and strengthen the end-to-end customer experience. This role leverages data-driven insights automation and continuous improvement methodologies to optimize workflows and deliver measurable business outcomes .

YOUR ROLE IN THE GAME

Reporting to the Director Customer Care Optimization you will be empowered to:

Strategic Support

• Assist in translating and executing optimization strategy into actionable initiatives and process improvements

• Provide execution support for strategic projects by coordinating tasks and ensuring alignment with roadmap priorities

• Contribute to the development of new operational models and frameworks that enable future-state capabilities

• Shape strategic priorities through rigorous research and evidence-based insights

• Support benefits realization tracking by delivering data analytics dashboards and reports that measure optimization outcomes.

• Collaborate with the Senior Optimization Manager to ensure tactical activities reflect strategic objectives

Business Optimization

• Shape and implement improvements that position Customer Care to successfully deliver on key strategic initiatives

• Support the implementation of technology-driven solutions (automation AI and system enhancements) to improve operational efficiency and advance the Customer Care Transformation Roadmap

• Facilitate cross-functional working sessions to design repeatable operational processes leveraging automation AI and system enhancements that maximize resources and efficiency

• Develop workflows test automation tools and validate performance improvements to ensure successful adoption.

• Coordinate and facilitate optimization initiatives/projects reporting progress and outcomes to demonstrate alignment with strategic objectives

• Use data and analytics to identify process gaps and recommend solutions that streamline operations.

• Prepare dashboards reports and insights for leadership highlighting optimization impact and ROI

• Create and maintain detailed process documentation and project artifacts.

• Contribute to the development of best-practice standards and methodologies for operational processes.

Audit Risk & Compliance

• Provide support for internal and external audit activities impacting Customer Care

• Maintain and organize documentation evidence and process records required for audits

• Assist in tracking remediation actions and ensuring timely updates to audit-related deliverables

• Support the preparation of reports and responses for audit inquiries

Enterprise Collaboration

• Partner with internal and external teams to implement end-to-end solutions

• Support change management activities to drive adoption of new processes and tools

WHAT YOU BRING TO THE GAME

Education & Experience:

• Post Secondary education in Business Administration Operations Management or a related field

• 3 years of experience in continuous improvement quality assurance or business process improvement roles; experience supporting large complex projects; experience working with large cross-functional teams; experience within OLG Customer Care (is an asset)

Relevant Skills:

• Strong understanding of continuous improvement methodologies (Lean Six Sigma Kaizen) and process optimization principles

• Knowledge of project management frameworks and change management practices

• Knowledge of automation AI and digital technologies relevant to Customer Care

• Proficient with data and reporting tools

• Understanding of audit risk and compliance requirements within operational processes.

• Knowledge of OLG Customer Care Operations (preferred)

• Analytical Thinking & Problem-Solving Ability to interpret data identify trends and develop actionable solutions

• Collaboration & Change Skilled at working across functions aligning stakeholders build trust and maintain strong partnerships at all levels

• Detail Oriented Ensure accuracy in process design documentation reporting and compliance deliverables

• Facilitation & Communication Lead workshops working sessions and clearly convey complex concepts

• Project Coordination Plan coordinate and monitor initiatives to deliver on time and within scope

• Technology Enablement - Maintain a general understanding of emerging technologies that enhance Customer Care operations

Licenses Registrations Certificates:

• This role may require a Category 1 or Category 2 Gaming Assistant Registration (License) from our regulator the Alcohol and Gaming Commission of Ontario (AGCO). If required employment is conditional upon obtaining and maintaining this registration (license) which will be initiated at the offer stage.

BENEFITS OF JOINING THE WINNING TEAM

• Group Benefits Plan: Eligible employees and dependents have access to comprehensive employer-paid group benefits coverage (permanent employees only).

• Public Service Pension Plan: Participation in a highly desirable defined benefit pension plan.

• Variable Pay Program: Participation in a performance-based incentive plan that recognizes organizational and individual achievements (permanent employees only).

• Paid Time-Off: Competitive paid time-off provisions to support work-life balance and well-being.

• Growth Focus: Become your best self with access to new opportunities and personalized support programs.

• Comprehensive Learning: 24/7 access to robust online learning programs.

• Equity diversity and inclusion: Core to OLGs culture empowering employees to bring their authentic selves and make a meaningful impact across Ontario.

To learn more about our organization and other opportunities visit our career site.

We look forward to hearing from you interested applicants please apply online by February 4 2026.

#LI-Onsite

Please Note: Unless otherwise specified all positions are required to work fully onsite.

OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at if you require accommodation at any time throughout the hire process.

We welcome applicants from all backgrounds and experiences. If you bring relevant skills and a willingness to learn we encourage you to applyeven if you dont meet every listed qualification. We sincerely appreciate your interest; while we are unable to contact everyone those selected for the next steps will be notified.

We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.

Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act 1999 SO 1999 c 12 Sch L and the Employment Standards Act 2000 S.O. 2000 c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws OLGs Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection please contact 800-70 Foster Drive Sault Ste. Marie ON P6A 6V2.