Job Description: Customer Care Performance Enablement Students Locations Available: Sault Ste. Marie (Onsite) Duration: Winter (January – April 2026) Type: Student Part-time Range: $18.50 - $28.50 GAME ON – OLG needs you We’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. Over the course of fiscal 2023-24, OLG delivered a record $2.4 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction that builds on successes to date as a world class gaming entertainment leader with a globally admired omni-channel platform. We are ready to take this game to the next level and need enthusiastic students to support our Customer Care Performance Enablement team, which drives operational excellence through training, process improvement, and analytics. YOUR ROLE IN THE GAME: We have three exciting student opportunities within the same department, each offering unique responsibilities and learning experiences. Customer Care Learning Experience Student Help us modernize training delivery and accelerate new hire readiness. Your work will ensure consistency and innovation in learning materials. Preferred Programs: Education, Adult Learning, Instructional Design, Communications, Digital Media, Human Resources (Learning & Development), Technical Writing, Business – Training & Development Key Responsibilities: Assist with curriculum design and update training modules Create or revise SOPs, job aids, and micro-learning content Support training logistics, scheduling, and post-session evaluations Conduct learning needs analysis with trainers and SMEs Prepare materials for knowledge base migration and clean-up Develop visual learning assets (flowcharts, diagrams, PPT decks) Customer Care Performance Enablement Student Play a key role in governance, documentation, and process improvement, supporting Customer Care deliverables from pre-launch to post-launch. Preferred Programs: Project Management, Business Administration, Operations Management, Business Technology, Organizational Behaviour, Human Resources Key Responsibilities: Support intake and triage of requests Maintain project trackers and documentation Assist with process mapping, gap analysis, and SOP development Build presentations, business cases, and reporting inputs Support change management activities (communications, stakeholder mapping) Customer Care Performance Analytics Student Turn data into actionable insights! Help us analyze and communicate trends to improve customer experience and operational efficiency. Preferred Programs: Data Analytics, Data Science, Business Analytics, Statistics, Economics, Digital Transformation, Business Technology Key Responsibilities: Map XM Discover themes to operational drivers Quantify impacts and recommend improvements Build dashboards and visual reports (themes, sentiment, channel comparisons) Define sentiment categories, thresholds, and standardization practices WHAT YOU NEED TO PLAY: Currently enrolled in a relevant post-secondary program Aptitude for learning and adapting in a fast-paced environment Strong analytical and critical thinking skills Effective time management and multi-tasking abilities Excellent interpersonal, collaboration and communication skills Proficiency with MS Office (Word, Excel, PowerPoint, Teams, Outlook, D365) PERKS OF JOINING OUR TEAM: Working as part of a large Technology and Digitally driven organization Being part of a collaborative working environment alongside OLG Leaders who support the growth and development of students Participate in Diversity and Inclusion initiatives across the organization including Pride Parade and Women’s Leadership Programs Support OLG Charities including the Federated Health Campaign, United Way Campaign and other fundraising efforts for local charities Learn about OLG – GAME ON! OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level. The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including hybrid work. Equity, diversity, and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by. At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario. While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG’s net profits are reinvested back into the province, contributing to the quality of life for Ontarians. To learn more about OLG go to our website at www.olg.ca Application Instructions: - If you are in a co-op program, please apply through your school’s portal or co-op coordinator AND through the OLG student careers page: https://olg.wd3.myworkdayjobs.com/Careers-Students - If you are not in an official co-op program or we have not posted at your school, please apply through the OLG student careers page using the link above. Application Deadline: December 4, 2025. OLG is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Please contact Human Resources at careers@olg.ca if you require accommodation at any time throughout the hire process We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted. #LI-Onsite Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act, 1999, SO 1999, c 12, Sch L and the Employment Standards Act, 2000, S.O. 2000, c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws, OLG’s Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection, please contact careers@olg.ca, 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2. It's an exciting time to be here! When you join OLG you will work with some of the most creative minds in the industry and with people who want to share their ideas and ask for yours. As you build your career, you'll help build communities across Ontario and deliver world-class entertainment. OLG is committed to delivering gaming entertainment that maximizes economic benefits for the people of Ontario in an efficient and socially responsible manner. We deliver on this commitment through the strength of our prime asset – our people. Since 1975, OLG has provided approximately $55 billion to the people and Province of Ontario to support key government priorities like health care; the treatment and prevention of problem gambling; and support for amateur athletes. Each year, proceeds from OLG’s operations also support host communities, Ontario First Nations, lottery retailers and local charities across the province
