What is the Prospect?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 OPSM’s registration and is RCM’s central reception and service hub facilitating daily studio, classroom, and meeting room access.The role works closely with RCM Facilities and Security, and the management teams from the Glenn Gould School, the Taylor Academy, and 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 & ResponsibilitiesAcademic SchedulingOversees 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 (RCM’s space management software) for Academics.Oversees related inventory management.RegistrationOversees 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 DeskDevelops, 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 walk‑in/phone‑in requests.Oversees main phone line reception function.Liaises with internal departments to facilitate meeting booking processes.Staff ManagementOwns 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 enable the team to be knowledgeable, nimble, technically capable, and excellent communicators.OtherParticipates in management meetings and contributes strategic insights as needed.Performs other duties as required.What We're Looking ForMinimum 5+ years of experience leading customer‑facing teams.Knowledge of the 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 annumAdditional InformationThis is an on‑site, 19‑month full‑time contract at the RCM.Work week is Tuesday – Saturday during the fall/winter/spring terms, and Monday – Friday during the summer term.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.Direct ReportsSenior Manager, Academic Scheduling (including support team)Manager, Scheduling (OPSM)4‑5 Student Service Representatives (part‑time)We welcome applicants from diverse backgrounds. 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 the recruitment and selection process. Applicants are asked to make their accommodation needs known when they have been contacted for an interview.#J-18808-Ljbffr

📌 Associate Director, Customer Operations (19-Month Contract) - C$74,000 - C$77,500 A Year (Toronto)
🏢 Royal Conservatory of Music
📍 Toronto