CAA North & East Ontario's success depends on great people. If you are ready for the challenge, find your job here.

We offer a wide range of career opportunities in the areas of Administration, Finance, Emergency Road Service, Travel and Member Service, Insurance, Human Resources and Information Technology. We pride ourselves on being an equal opportunity employer and support internal career advancement with on-going training and development.

If you are interested in submitting a general resume, please send it to jobs@caaneo.on.ca indicating which of our Travel Stores and position you would be interested in.

Please note that CAA North & East Ontario's unionized positions require posting to internal candidates prior to posting externally.

Call Centre Overnight Operator (Full-Time, Permanent)

POSITION: Call Centre Overnight Operator (Full-Time, Permanent)

LOCATION: 2151 Thurston Drive, Ottawa, Ontario


Summary:

The Overnight Operator provides excellent customer service to CAA Members calling to request Road Service Assistance. The successful candidate will gather the accurate and detailed information needed to dispatch the appropriate Fleet Vehicle or Contractor to the Member’s location.

The Overnight Operator works 12 hours shifts, 7:00 pm – 7:00 am, on a biweekly rotation.

  • Week 1: Sun, Mon, Tues, Wed, Thurs, Fri, Sat,
  • Week 2: Sun, Mon, Tues, Wed, Thurs, Fri, Sat,

Job Duties:

  • Receives incoming telephone calls regarding road service requests and/or general club information
  • Determines exact service requirements and inputs data into Emergency Road Service Programs for use by dispatchers and refers rural calls to contractors
  • Performs various clerical duties

Requirements:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Call Centre or Customer Service experience required
  • Excellent interpersonal and listening skills
  • Ability to work under pressure both individually and as part of a team
  • Attention to detail
  • Fluency in both official languages is an asset
  • Excellent attendance and punctuality

Key Competencies:

  • Flexibility to work shifts as determined by business needs
  • Clear and concise communication skills
  • Ability to adapt quickly and seek accurate information
  • Empathetic problem-solving and calm demeanor

Successful applicant will be required to join Teamsters Local Union 91

Employment is contingent on a successful Criminal Background Check, reference and security check. Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process.

Manager, Call Centre (Membership Sales & Renewals)

Position: Manager, Call Centre (Membership Sales & Renewals)

Location: 2151 Thurston Drive, Ottawa, ON


Summary:

Reporting directly to the Senior Manager, Membership, the incumbent is responsible managing all aspects of the daily operation and administration of the Membership Sales and Renewal Call Centre. They will coordinate and direct operations and personnel to ensure efficient, effective and profitable operations; use independent judgment within the framework of established policies and objectives in decisions affecting Membership Sales and Renewals; make recommendations and assist in the formulation of campaigns and plans; and ensure that sales operations are managed in accordance with all CAA/AAA quality standards, professional practices and government regulations.

Job Duties:

  • Responsible for managing all aspects of the daily operation and administration of the Member Sales and Renewals (MS) Department.
  • Responsible for staffing and performance management of Member Sales and Renewals staff including call monitoring; training; formal performance evaluations
  • Reports on membership sales and renewal figures, providing analysis to explain or highlight issues and successes.
  • Working with the Senior Manager, Membership Sales and their staff, provides input to the development and implementation of sales strategy:
    • Provides input into the selection and development of sales channels
    • Provides input into the overall effectiveness of sales strategy
    • Working with internal resources provides suggestions for improving how CAANEO sells and/or renews memberships

Requirements:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Strong Oral and written communication skills
  • 7-10 years’ experience in direct sales and sales management
  • Minimum 5 years’ experience managing sales staff
  • Minimum 5 years’ experience working in a Contact Center Environment
  • Experience working with a CRM system
  • Experience working and managing an automated dialer – considered an asset
  • Experience managing a unionized environment preferred
  • Coaching and mentoring skills
  • Degree or Diploma or equivalent combination of work experience and education
  • A valid Ontario Driver’s License
  • Fluency in both official languages desirable

Other Requirements:

  • Able to work outside of regular business hours
  • Available to travel

Employment is contingent on a successful Criminal Background Check, Clean driving record, reference and security check. Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process.

President & Chief Executive Officer

CHIEF EXECUTIVE OFFICER POSITION DESCRIPTION



Reporting to the Board of Directors, and accountable to the Club Membership, the President and CEO of CAA North & East Ontario (the ‘Club’) is foremost responsible for ensuring a strong value proposition for Club members, and strengthening and safeguarding the CAA brand. The CEO is responsible for leading the development of the Club’s strategic planning with input from the Board of Directors, overseeing the Club operations, developing constructive relationships with the communities the Club supports to positively influence issues critical to the membership, and building overall awareness of the Club.

In governing the affairs of CAA North & East Ontario (CAANEO), the Board has delegated to the President & CEO (“CEO”), working with the other executive officers of CAANEO, the authority and responsibility for managing the business of CAANEO in a manner consistent with the standards established by the Board. The CEO is expected to balance immediate operational requirements with delivering long-term value to Members, enhancing CAANEO’s reputation and ensuring a stable, sustainable financial position that includes building and sustaining a strong balance sheet year over year. They will lead their team in building a stable, engaged workforce that is responsive to the communities of North & Eastern Ontario.

Key Accountabilities of the President & CEO

Strategic Planning

  • With input and direction from the Board, lead the development of the vision and long-term Strategic Plan for CAANEO. The Strategic Plan should contemplate changes in the external landscape, incorporate current desires and anticipate future needs of Members, reflect a balance of near-term considerations and long-term outcomes, protect brand equity, preserve the financial flexibility of CAANEO and adhere to National requirements.
  • Provide effective leadership to communicate CAANEO’s strategic objectives; enforce alignment of division, department and personal goals and engage employees in the pursuit of CAANEO’s strategic objectives and mission statement.
  • Evaluate and execute plans for growing membership, sales and revenue annually.

Communication

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Maintain a positive working relationship with the Board and the senior leadership team including proactively soliciting input into development of corporate strategies and engaging in dialogue on critical issues.
  • Ensure that members of the Board and its Committees have all the information necessary to exercise their responsibilities and provide relevant direction.
    • Formulate, and recommend to the Board, an Annual Operating Plan (including financial budget).
    • Provide updates to the Board on management's performance in the implementation of the initiatives identified in the Annual Operating Plan.
    • Provide input from National and AAA committees and task forces
  • Communicate appropriate information to Club executives to ensure full understanding of Board requirements.
  • Work with the Board to develop personal objectives based on organizational priorities and provide appropriate updates forewarning of critical issue

Leadership for Effective Operational Performance and Resource Allocation:

  • Maintain a positive working relationship with the employees at CAANEO, and provide effective day-to-day supervision of and leadership to the CAANEO senior leadership team.
  • Working with the senior leadership team, operationalize strategic plans to support the Club’s long term goals and meet annual objectives in such a manner that CAANEO can consistently produce a quality Member experience while maintaining a sustainable financial position.
  • Oversee execution of Operational Plans; within the parameters approved by the Board of Directors, ensure the effective acquisition and allocation of financial, human and physical resources required to deliver balanced operational performance. Develop and maintain systems to control and monitor the utilization of material corporate resources.
  • Working with the Vice President of Corporate Services, ensure full compliance with Canada Not-for-profit Corporations Act (NFP Act).
    • Build and maintain a culture of responsible enterprise risk management throughout the organization.
    • Ensure CAANEO has effective processes to identify and mitigate the principal risks that could impact the organization.
  • Monitor and provide assurance that CAANEO complies with all provincial laws and standards, National policies and CAANEO policies, standards and procedures. When appropriate, recommend to the Board policy modifications that will enhance the ability of CAANEO to achieve its strategic objectives.
    • Develop and maintain systems to monitor and report on compliance with relevant statutory requirements and obligations.
  • Through personal example and the leadership of the executive team, enhance the culture, structure and operating environment at CAANEO to optimize the performance of its human resources and encourage innovation in service to the Member.
    • Mentor members of the senior leadership team to strengthen their personal effectiveness.
  • Facilitate cross-departmental collaboration and strengthen internal communications with staff throughout the organization; create and promote a positive work environment that supports consistency throughout the organization and ensuring fairness and equality in how staff are treated and compensated.
  • Develop and sustain an effective succession planning process to ensure CAANEO maintains an appropriate senior leadership talent pool.
    • Actively support the Board in the CEO Succession Planning process.

Brand Stewardship and Advocacy:

  • Actively protect and build CAANEO brand equity.
  • Support the development of public policy positions that reflect CAA values and the requirements of the Membership
  • Establish and maintain effective relationships with provincial and municipal governments, personally acting as spokesperson or overseeing the messaging of a delegate
  • Act as a spokesperson for the Club as is appropriate advocating to, and on behalf of, Members regarding relevant issues.
  • Maintain effective relationships with CAANEO’s key reference groups, including CAA National, AAA, other CAA Clubs, and other appropriate governing bodies and Community partners within North & East Ontario.
  • Take an active involvement at the national level to promote the common interests of CAANEO and where possible, leverage the scale and resources of the combined Federation of Auto Clubs worldwide.
    • Lead or participate in appropriate AAA task forces and committees; community interest groups and industry focus groups

Approved by HR Committee 2019 November 19

Travel Store Manager (Parry Sound)

Position: Travel Store Manager (Parry Sound)

Company: CAA North & East Ontario (CAANEO)

Location: Parry Sound Retail Travel Store,


Looking for a challenge? Do you love and actively sell travel? CAA has an opening for a talented individual who delivers on the CAA’s service promise to the Member: an experienced, savvy sales coach who has strong connections to the business community. Under the general direction of the Regional Manager, Travel Retail Operations, the Store Manager has responsibility for the daily operation of the Travel Store, with a focus on assisting staff to develop and deliver strong sales. They will manage store staff, including hiring, performance management and records management. The Store Manager holds primary responsibility for driving store sales and implementing marketing programs, as well as for delivering store profitability. The Store Manager shall participate in CAANEO mandated events and training, which may require availability outside of regular business hours.

Duties/Responsibilities

  • Works with corporate partners in Marketing and Sales to promote and sell CAA and travel products
  • Works with community partners to build and enhance the reputation of CAA and support marketing and sales efforts.
  • Manages, directs and coordinates daily operations of the Travel Store including payroll, staff management, scheduling, staffing, customer relations, trade show management, organizing, scheduling budgeting and revenue reporting etc.
    • Coaches and performance manages staff to achieve strong sales and create a positive working environment, conducts individual and staff meetings to discuss operational problems or explain procedural changes;
    • Ensures complete service is provided to Club members and clients personally and by directing staff in all areas pertaining to the Travel Store, ie. Triptik order fulfillment, Travel Agency bookings for airlines, tours, cruises, hotels, cars, travel insurance, International Driving Permits, Passport photos, Auto Travel Routings, sales of new memberships, attraction tickets and boutique items, etc.
    • Enforces compliance with policies, procedures, and safety regulations, investigates, analyzes, and resolves personnel and operational problems/ complaints with support of Travel management and Human Resources.
    • Prepares payroll, time and personnel records for the Human Resources Department.
    • Responsible for the physical operation of the Travel Store, cash handling, and security etc.
    • Administration of Travelport and Axis automation systems. Maintains a controlled stock of materials used by the Travel Store.
    • Acts as liaison between staff and management of the Club.
    • Responsible for change management and implementation of new systems and procedures as assigned by their Management

Requirements:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/experience:

  • Travel Agency Certification from a recognized institution preferred
  • TICO certified; CTC/CTM (Required to pass TICO Supervisor/Manager Exam) required
  • Three (3) years of management experience, preferably in an IATA approved Travel Agency
  • Valid drivers license
  • Insurable under CAANEO's insurance policy for corporate vehicle

Skills & Knowledge:

  • Strong sales skills and the ability to coach others in sales techniques and customer service issue resolution
  • Expertise in supervision, training and performance evaluations;
  • Strong facility with computer systems, including CRM and accounting software
  • Fluency in both official languages desirable.
  • Adaptability – must be available to travel, work outside of regular business hours as required.

Employment is contingent on a successful Criminal Background Check, reference and security check. Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process.

Senior Application Developer

Position: Senior Application Developer

Company: CAA North & East Ontario (CAANEO)

Location: 2151 Thurston Drive, Ottawa, Ontario


Summary Description

The Senior Application Developer is part of the CAA NEO IT team, working on the development, support and maintenance of the CAA NEO Portfolio of Applications, with a major focus on the CAA NEO Member Relationship Management (MRM) System.

Duties & Responsibilities

  • Analyze user needs and develop software solutions
  • Analyze user needs and develop software solutions
  • Implement and test desktop & web solutions using C#, VB.NET, ASP. NET MVC, .NET and JavaScript Frameworks
  • Collaborate with other developers to design and optimize code
  • Create flowcharts and user guides for new and existing programs
  • Document all programming tasks and procedures
  • Perform routine software maintenance

Qualifications & Experience

  • Degree/Diploma in Computer Programming, Web and Application Development or equivalent
  • 5+ years of professional development experience
  • 5+ years with C#, VB.NET, ASP. NET, MVC, Web API
  • 5+ years with MS SQL Server
  • Experienced in Visual Studio, Team Foundation Server and Azure DevOps
  • Experience with BizTalk, Dynamics 365, Great Plains, SharePoint Online and/or Drupal would be considered an asset
  • Demonstrate a high level of accuracy and attention to detail.
  • Communicate effectively and efficiently with all associates and business contacts and promote a strong sense of teamwork
  • Ability to work efficiently and meet project deadlines with limited supervision
  • Ability to analyze business problems and provide accurate development estimates
  • Experience working in a web environment
  • Strong analytical and critical thinking skills

Employment is contingent on a successful Criminal Background Check, reference and security check. Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process.