WelcometoSSM · 6 hours ago
Senior Optimization Analyst
Ontario, CA
Full-time
Onsite
Mid, Senior Level
CA$66K/yr - CA$100K/yr
3+ years expOntario Lottery and Gaming (OLG) is seeking a passionate Senior Optimization Analyst to support Customer Care’s transformation agenda. The role involves analyzing, designing, and supporting strategies that streamline operations and enhance the customer experience through data-driven insights and continuous improvement methodologies.
Civic & Social Organization
Responsibilities
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
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
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
Partner with internal and external teams to implement end-to-end solutions
Support change management activities to drive adoption of new processes and tools
Qualification
Required
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
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
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
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
Preferred
Knowledge of OLG Customer Care Operations
Benefits
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 OLG’s culture, empowering employees to bring their authentic selves and make a meaningful impact across Ontario.
Company
WelcometoSSM
Sault Ste. Marie defines work, life balance & affordability in a welcoming, urban setting with quick access to outdoor adventure.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase