Job Description

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

Job Type: Full-time

Pay: $107,177.07-$147,714.12 per year

Benefits:

Company events Company pension Dental care Disability insurance Extended health care Life insurance On-site parking Paid time off Vision care
Ability to commute/relocate:

Regina, SK (S4R): reliably commute or plan to relocate before starting work (required)
Application question(s):

Are you legally authorized to work in Canada? How many years of progressive leadership experience in CX, operations, or general management do you have?
Education:

Bachelor's Degree (required)
Work Location: In person