We are seeking a visionary Customer Experience Supervisor to lead our efforts in creating exceptional experiences for both guests and staff at arenas across the City of Lethbridge, including our premier Crossings Leisure Complex. This leadership role focuses on employee engagement, building strong relationships, and driving innovation to make our arenas the best they can be.

In this role, you will: champion a culture of service excellence and continuous improvement, ensuring every interaction reflects our commitment to community, quality, and forward-thinking solutions.

Key Responsibilities:

Leadership & Employee Engagement

• Inspire, coach, and develop front-line staff while fostering a positive, inclusive, and collaborative work environment.
• Recruit, schedule, and supervise staff, including training, performance reviews, and discipline when necessary.
• Implement training programs, wellness initiatives, and recognition strategies to boost morale and engagement.
• Establish regular feedback loops and address workplace concerns through transparent communication and team-building efforts.
• Support conflict resolution and provide coaching or mediation to maintain a healthy workplace culture.

Customer Experience Strategy

• Design and implement strategies and service standards to deliver consistent, high-quality guest experiences across all arenas.
• Monitor customer feedback, operational metrics, and usage trends to identify opportunities for improvement and tailor programs to community needs.
• Ensure accessibility, safety, and inclusivity standards through audits and proactive enhancements.
• Oversee customer service training and escalation procedures to maintain service excellence and resolve complex concerns promptly.
• Collaborate with marketing and communications teams to ensure clear, inclusive messaging and effective customer engagement.

Innovation & Continuous Improvement

• Lead initiatives to modernize arena operations and improve customer service processes.
• Explore and implement new technologies (e.g., digital ticketing, mobile engagement tools).
• Develop creative programs and experiences that set our arenas apart.
• Drive sustainability and efficiency improvements in arena and facility operations.
• Identify and implement process improvements using data and feedback.

Relationship Building

• Build strong relationships with community partners, user groups, and event organizers.
• Act as a liaison between arena operations and stakeholders to ensure seamless event delivery.
• Represent the arena at community meetings and engagement sessions.
• Serve as a primary point of contact for facility users and patrons across all arenas.
• Respond to and resolve customer service issues, concerns, and complaints in a timely and professional manner.
• Liaise with Crossings Leisure Centre tenants to ensure smooth operation and customer service expectations are met.
• Convene and lead regular meetings of tenants (Joint Facility Operations Committee – JFOC) to discuss events, issues, concerns, successes, and maintenance schedules.

Operational Excellence

• Collaborate with maintenance, scheduling, and event teams to optimize facility operations.
• Oversee customer service processes, including ticketing, inquiries, and issue resolution.
• Establish and implement, in conjunction with Facilities Services and Building Maintenance, the preventative maintenance program.
• Drive continuous improvement initiatives to make arenas welcoming and efficient.
• Ensure compliance with safety standards, risk management protocols, and emergency response procedures.

 

What You Bring to the Table

Qualifications & Experience:

• Proven leadership experience in customer service, hospitality, or recreation settings.
• Strong interpersonal and communication skills with a focus on relationship building.
• Ability to motivate and engage teams to achieve high standards of service.
• Strategic thinker with problem-solving skills and a customer-first mindset.
• Comfortable working in a fast-paced, dynamic environment with flexible hours.
• Familiarity with CRM systems, scheduling software, and digital tools.
• Knowledge of accessibility and inclusivity best practices.

Requirements

• Experience in arena/leisure Centre or event operations.
• Background in employee engagement and team development.
• Strong interpersonal and communication skills with a focus on relationship building.
• Ability to motivate and engage teams to achieve high standards of service.
• Strategic thinking with problem-solving skills and a customer-first mindset.
• Comfortable working in a fast-paced, dynamic environment with flexible hours.
• Pool Operators Level II (willingness to attain)
• Arena Operator Level II (willingness to attain)
• First Aid/CPR

 

Why You’ll Love It Here:

At the City of Lethbridge, we are committed to building a workplace where employees feel valued, supported, and empowered to contribute. You’ll be joining a collaborative, supportive team that values your input and celebrates our wins. Every day brings new challenges and opportunities to grow, adapt, and make a difference. If you bring a positive attitude, a passion for service, and a knack for leading with empathy and efficiency, this is the place for you.

• Competitive salary range: $84,493.50 – $105,651.00 per annum (commensurate with experience).
• Comprehensive flexible benefits package.

 

For further information on this opportunity, please contact:

Robin Harper, General Manager, Recreation & Culture at 403-320-3021

 

Qualified candidates are invited to submit their resume with cover letter, online by clicking on “Apply” at the top of this screen

Applicants must apply online. We are unable to accept paper copies of resumes or applications sent via email.

 

City of Lethbridge employees are to speak with their manager about their interest before submitting an application for another position within the City of Lethbridge. All out-of-scope employees must remain in their position for at least one (1) year before transitioning to a different position within the City of Lethbridge.  

 

Closing Date: December 31, 2025 at 4:00PM MST

                                               

All applicants are thanked in advance for their interest. Only individuals selected for interviews will be contacted.

                                                                                                                               

The City of Lethbridge (www.lethbridge.ca) proudly acknowledges that we are located at the heart of Siksikaitsitapi (Blackfoot) Territory, home of Kainai, Piikani, Siksika and Amskapi Piikani (Montana, USA) First Nations. Lethbridge is also located within the Métis Nation of Alberta.

 

The City of Lethbridge recognizes the diversity of our community and is working to ensure programs, services, facilities, and employment opportunities are inclusive to all people.

               

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