Job Description:

The Royal Conservatory (RCM) is one of the largest and most respected music education institutions in the world, providing the definitive standard of excellence in curriculum design, assessment, performance training, and teacher certification. Graduates from its two performance training programs, The Glenn Gould School and The Phil & Eli Taylor Performance Academy for Young Artists, regularly perform on major international stages. The RCM is also a leader in the development of early childhood education programs and arts-based social programs, including at The Oscar Peterson School of Music, and presents a diverse range of concerts featuring the finest Canadian and international artists in its magnificent performance space, Koerner Hall. Please visit www.rcmusic.com for more information.

What is the Opportunity?

The Associate Director, Customer Operations is responsible for the day-to-day operations of the academic scheduling for The Oscar Peterson School of Music (OPSM) and leads the customer support team that interfaces directly with the Royal Conservatory of Music (RCM) students, faculty, and staff through the Registration & Service Desk at the TELUS Centre for Performance and Learning.

The Registration & Service Desk houses The Oscar Peterson School of Music’s (OPSM) registration and is RCM’s central reception and service hub facilitating daily studio, classroom, and meeting room access.

The Associate Director, Customer Operations works closely with RCM Facilities and Security, and the management teams from the Glenn Gould School (GGS), the Taylor Academy, and the Oscar Peterson School of Music (OPSM), to provide efficient access to academic facilities and excellent customer service and counselling to stakeholders who interact with the Registration & Service Desk.

Main Duties & Responsibilities

Academic Scheduling

• Oversees the Academic Scheduling team, ensuring efficient and effective usage of academic space and booking processes for all RCM departments.
• Collaborates with RCM Facilities on space planning.
• Acts as the ‘owner’ of EMS (the RCM’s space management software) for Academics. Oversees related inventory management.

Registration

• Oversees OPSM registration activity, procedures, customer counselling, and conflict resolution.
• Collaborates with OPSM management team to develop and implement sales and student satisfaction strategies. Develops and tracks registration metrics.

Service Desk

• Develops, manages, and implements Service Desk policies and procedures in collaboration with school administration.
• Oversees access to services for day-to-day academic events.
• Monitors efficiency of booked walk up/phone-in requests.
• Oversees main phone line reception function. Liaises with internal departments to facilitate meeting bookings processes.

Staff Management

• Owns capacity planning, full cycle team development (recruiting, training, growth, coaching), and adapts the organizational structure to anticipate customer need.
• Owns and improves triage methods, internal playbooks, and external content to improve resolution speed & first touch resolution. Creates training & coaching tools that enables our teams to be knowledgeable, nimble, technically capable, and excellent communicators.

Other

• Participates in management meetings and contribute strategic insights as needed.

• Performs other duties as required.

Job Requirements:

What We're Looking For

• Minimum 5+ years of experience leading customer-facing teams
• Knowledge of music profession and/or an understanding of the standards and content associated with The Royal Conservatory system of music education.
• Scheduling experience in an educational or front desk environment.
• Excellent interpersonal and communication skills.
• Strong resolution and de-escalation skills.
• Experience leading training, learning & development, and quality improvement.
• Strong project management, business judgement & problem-solving.
• Demonstrated leadership experience with an ability to engage and motivate others to achieve results.
• Highly organized and detail-oriented, effectively manages competing priorities.
• High degree of initiative, ability to solve problems and improve processes.
• Strong working knowledge of the Microsoft Office Suite.

Salary Range

• $74,000 - $77,500 per annum

Additional Information

• This is an on-site, 19-month full-time contract at the RCM.
• Direct Reports include:
  • Senior Manager, Academic Scheduling (including support team)
  • Manager, Scheduling (OPSM)
  • Coordinator, Registration & Student Services
  • 4-5 Student Service Representatives (part-time)
• Work week is Tuesday - Saturday during the fall/winter/spring terms, and Monday - Friday during the summer semester.
• Attendance at external or internal events outside of working hours may be required.
• Extended periods of computer use.
• This opportunity is for an upcoming vacancy to cover a leave.
• AI Disclosure: AI is not being used to screen, assess, or select applicants.

How to Apply

Interested candidates are asked to submit a cover letter and current résumé online (please upload a single file combining both documents) at https://www.rcmusic.com/about-us/careers-royal-conservatory. Applications will be accepted until a suitable candidate has been identified.

The RCM thanks all applicants for their interest in this position; however, only those selected for an interview will be contacted.

The RCM is committed to fostering an inclusive, equitable and accessible workplace. In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and the RCM’s Anti-Racism, Access and Equity Policy, accommodation will be provided at any stage of in the recruitment and selection process. Applicants are asked to make their accommodation needs known when they have been contacted for an interview.