General Manager, Member Experience
Full-Time Permanent - Regina, SK
Want to work for one of Canada's most trusted brands?
CAA Saskatchewan wants you!
We’re looking for an experienced, strategic, and member-first leader to take on the role of General Manager, Member Experience. This dynamic position is responsible for leading the full member journey; from product to roadside assistance to contact centre, ensuring a seamless, high-quality experience at every touchpoint. You'll play a vital role in shaping the future of CAA Saskatchewan by driving membership growth, service delivery, and customer satisfaction.
Key Responsibilities:
• Membership Strategy: Lead the design, delivery, and optimization of membership products, billing processes, and value propositions aligned with growth and financial targets.
• Member Experience: Develop and execute a CX strategy across all service channels; use data to enhance satisfaction, retention, and loyalty.
• Roadside Services (ERS): Oversee dispatch operations, tow truck teams, and vendor networks; ensure safety, service reliability, and national representation.
• Contact Centre Operations: Design and launch the company's first multi-channel contact centre, supporting roadside, insurance, travel, and membership services with a focus on efficiency and quality.
• Leadership & Collaboration: Lead and develop a large, diverse team; partner with internal departments; serve as the operational voice of the member at the executive level.
The Ideal Candidate:
• Strategic thinker with a passion for customer service and operational excellence.
• Proven leader in member-based, service-driven, or consumer-facing industries.
• Strong communicator and collaborator, with executive-level influence.
• Skilled in workforce management, vendor relations, and digital service innovation.
• Analytical and financially savvy, with experience overseeing budgets and P&L.
Qualifications:
• Bachelor’s degree in Business, Operations, Technology, or related field (Master’s degree an asset).
• 10+ years of progressive leadership experience in CX, operations, or general management.
• CX certifications (e.g., CCXP, Lean Six Sigma, Prosci) considered a strong asset.
• Experience leading large teams and managing contractor/vendor performance.
• Expertise in contact centre technologies and digital service channels.
Why Join Us?
At CAA, work is more than a job, it's a chance to be part of something meaningful. We offer a collaborative environment, strong leadership support, and opportunities to make a real impact in our members’ lives every day.
This permanent full-time position reports to the Chief Operating Officer and works closely with the executive team. Standard office hours are Monday to Friday, 8:30 a.m. to 5:00 p.m.
How to Apply:
If this sounds like the perfect opportunity for you, send your resume and cover letter to careers@caask.ca by October 5th, 2025