ABOUT AGLC
Alberta Gaming, Liquor & Cannabis (AGLC) is a dynamic organization leading Alberta’s gaming, liquor and cannabis industries. Our team of high performers is driven to provide our customers with outstanding service and Albertans with choices they can trust.
ABOUT BUSINESS DEVELOPMENT OFFICE – CUSTOMER CARE
The Business Development Office – Customer Care branch is responsible for providing efficient and effective delivery of support services required for all provincial gaming retail networks, inclusive of over 2800 Lotto Spot retailers, over 700 VLT retailers and 29 Casinos/Racing Entertainment Centres as well as support for the Cannabis retail network, which is comprised of over 750 cannabis retailers. Our mission is to support our business teams and their achievement of annual revenue targets through provincially operated gaming and cannabis activities that align with AGLC's vision of responsible gaming and delivery of safe cannabis. Customer Care enhances the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
AGLC call centres support all retail networks in the Province of Alberta, albertacannabis.org, provide dispatch support to AGLC technicians, triage support for IT, Regulatory, Business Development Office teams and public support calls including retailer training programs and the Customer Complaint lines.
ABOUT THE POSITION
Regional Manager, North
Job Req: 1384
Location: St. Albert - Corriveau
Division/Branch: Gaming / Technical Services & Compliance
Classification: Leadership II
Status: Permanent - FT
The salary range for this position is $119,621.00 - $164,479.00 annually. New employees are typically hired between the minimum and midpoint of the range, depending on qualifications, experience, competencies, and internal equity considerations.
Reports to: Terry Knull
Closing Date: November 22nd 2026
JOB SUMMARY
Reporting to the Director, Technical Services & Compliance, the Regional Manager, North is responsible for the strategic leadership, planning, and management of Technical Services operations across Northern Alberta. This position provides leadership to multiple Field Service and Deployment Managers, and is accountable for ensuring operational excellence, gaming integrity, stakeholder satisfaction, employee development, and achievement of branch performance objectives. The Regional Manager oversees the deployment, maintenance, and protection of electronic gaming assets while supporting corporate initiatives and revenue-generating activities across multiple gaming business streams.
KEY RESPONSIBILITIES
- Lead Technical Services operations across Northern Alberta, ensuring resources, staffing, and service delivery meet operational objectives.
- Provide leadership, coaching, and performance management to Field Service Managers and the Field Deployment Manager while fostering a safe and high-performing work environment.
- Develop and execute operational strategies, budgets, and resource plans that support branch and organizational goals.
- Oversee the delivery of major projects and initiatives, ensuring effective planning, resource allocation, and stakeholder engagement.
- Ensure the integrity, security, deployment, maintenance, and performance of gaming equipment and systems across all gaming streams.
- Establish and monitor operational performance measures and key performance indicators that protect gaming revenue and drive continuous improvement.
- Lead Gaming Integrity programs and ensure compliance with organizational standards, regulatory requirements, and risk management practices.
- Build and maintain strong relationships with internal business partners, stakeholders, vendors, and service providers to support operational excellence and customer satisfaction.
SKILLS & ABILITIES
- A minimum of a post-secondary diploma or degree.
- Minimum of five years of in-depth related gaming industry experience including leadership experience with proven success in formulating and implementing processes, managing complex issues, and applying an integrated approach to organizational procedures.
- In-depth knowledge of gaming specific technologies within a customer service organization with excellent analytical, technical, administrative, operational and human resource skills.
- Exceptional communication and interpersonal skills with the ability to collaborate effectively with technical and non-technical stakeholders.
- Excellent project management skills with a track record of successfully delivering complex technical projects.
NOTE:
- To be eligible to work for AGLC, you must be a Canadian citizen, permanent resident or eligible to work in Canada.
- As a condition of employment, you will be required to obtain a satisfactory security clearance and clean drivers abstract (if necessary) prior to employment.
- This recruitment may be used to fill future vacancies.
- AGLC is committed to creating a diverse environment and is proud to be an equal opportunity employer.
- At AGLC, we believe compensation is more than base salary. We invest in our employees through competitive pay, comprehensive benefits, learning and development opportunities, and rewarding careers.
