Description
Powered by Passion. United by Purpose. Build for Impact.
At Maple Leaf Sports & Entertainment Partnership (MLSE), we exist to deliver the ultimate fan experience by lifting trophies, spirits, and communities – united as one.
We’re more than a workplace. We are a team of passionate people, boldly building the future of sport and entertainment, together. We believe in the power of play, the strength of collaboration, and the energy that comes from showing up with purpose.
From the ice to the pitch, the hardwood to the digital arena, we’re proud to be the driving force behind the Toronto Maple Leafs (NHL), the Toronto Raptors (NBA), Toronto FC (MLS), Toronto Argonauts (CFL) and development teams with the Toronto Marlies (AHL), Raptors 905 (NBA G League), Toronto FC II (MLS NEXT Pro League) and Raptors Uprising Gaming Club, the Toronto Raptors Esports franchise in the NBA 2K League.
We bring these teams – and world-class entertainment – to life at our iconic venues, including Scotiabank Arena, BMO Field, Coca-Cola Coliseum, Ford Performance Centre, BMO Training Ground, and OVO Athletic Centre. Off the field, we serve up elevated dining at e11even, Real Sports, and our signature club spaces like Hot Stove Club, ScotiaClub, and Platinum Club.
Through MLSE Foundation and MLSE LaunchPad, we use the power of sport to help youth facing barriers reach their full potential. Since 2009, we’ve invested more than $45 million into Ontario communities — and we’re just getting started.
This is what it means to be One MLSE: a culture where everyone plays a role, everyone belongs, and everyone contributes to something bigger than themselves.
So, if you’re ready to play with purpose, grow with passion, and win as one, we’d love to have you on our team.
** We know that great candidates come from a variety of backgrounds and experiences. Even if you do not meet every qualification listed, we encourage you to apply. Your unique perspective, transferable skills, and lived experience may be exactly what we’re looking for. **
Job Description
The Specialist, Member Engagement & Operations (12-month contract to cover leave), will lead the strategy and execution of our membership to MLSE LaunchPad programs and events, ensuring a seamless and impactful experience for our youth participants and their families. The candidate will oversee all member-related interactions, communications, and digital marketing campaigns, while managing a team of part-time hourly staff.
You will work closely with the Manager of Technology & Digital Engagement to implement the proprietary online platform, MLSE Scoreboard, at MLSE LaunchPad. Lastly, this candidate is also responsible for leading the one-time space usages at MLSE LaunchPad. This role oversees the intake and assessment of event space requests and partners with approved organizations to ensure the successful planning and execution of events.
Key Responsibilities:
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Develop & Manage Member Experience: strategize, implement, and maintain the MLSE LaunchPad membership experience across all sites, including membership structure, roadmap, benefits, programming offers, and support systems. Ensure that all initiatives align with long-term organizational goals.
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Team Leadership & Development: manage, mentor, and develop the Member Services Supervisor/Leads, ensuring alignment with department priorities and individual goals. Provide coaching, tailored development plans, and performance feedback, with a focus on quarterly KPIs and calibration discussions.
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Digital Content & Communication Strategy: oversee the creation and curation of digital content for member communications, including newsletters, program updates, and internal databases. Ensure all content aligns with MLSE LaunchPad’s messaging, tone, and brand style.
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Cross-functional Collaboration: work with the Scoreboard team to improve digital tools and systems in order to meet long-term member services goals. Provide technical and strategic guidance on digital initiatives, ensuring seamless integration, and help identify opportunities for growth and improvement.
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Leading One-Time Events Portfolio at MLSE LaunchPad: coordinate with external organizations to use MLSE LaunchPad for one-time event engagements, with a focus on resource & financial planning, and safety considerations.
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Operational Leadership: oversee the daily operations of the MLSE LaunchPad office and operational budgets, ensuring smooth execution of all member services and MLSE LaunchPad activities. Support operational business initiatives to optimize member engagement, service delivery, and staff efficiency. Including other duties as required.
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Data & Reporting: analyze data and prepare reports on membership trends, program participation, and other key metrics. Use data to inform decision-making and improve member engagement strategies.
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Feedback & Research: design and deploy surveys to gather valuable member feedback, insights, and data to improve member experience initiatives. Extract and analyze member lists based on specific criteria for reporting and research purposes.
You’re a great fit for this job if:
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You have strong experience managing a customer service team: You lead by example and are confident turning thinking into actionable steps. You enjoy supporting, managing, and coaching an hourly staff team, and adapting services based on our community’s needs. Your work aligns with all relevant policy and legislation, including but not limited to workplace standards and policies, the Occupational Health and Safety Act, and the Accessibility for Ontarians with Disabilities Act.
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You are collaborative: You work well in a highly collaborative environment. You are ready to lead and to pitch in. You’re excited to collaborate with partners and participants on projects both big and small.
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You are well-organized: You create efficient systems that enable you to work quickly, solve problems proactively, and produce exceptional quality work. You’re comfortable communicating with various stakeholders, have a proven track record of performing well under pressure, and manage multiple priorities simultaneously. You’re confident using tools like Microsoft office to support your productivity and are comfortable adapting to changing priorities as needed.
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You are community-minded: You have good understanding of the communities we serve and aspire to create equitable opportunities for participation. You have familiarity with applying anti-oppressive and anti-racist principles to your work and engage in continued learning in these areas.
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You are a clear, confident, and thoughtful communicator: You have strong verbal and written communication skills. You are comfortable working across partners, participants, and community members of varying ages, cultural backgrounds, and lived experiences. You engage both internal and external stakeholders in ways that invite their insights and report on work that supports transparency and accountability.
Extra things that can support your application:
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You have experience in leading a portfolio focused on improving customer or member service experience.
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You are able to work some evenings, weekends and/or holidays based on requirements.
Please note:
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please apply by Wednesday, February 11th at 11:59 pm.
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this is a 1-year contract with benefits to cover for a leave.
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a clear Vulnerable Sector check is a requirement for the finalist before they start
Job Posting Compensation Range/Rate:
$52,000-62,000/year, 3 weeks vacation, single benefits, and many perks.
We’re glad you’re here. Once you apply, we’ll follow up by email, and you can track everything in your Candidate Portal. Want instant updates? Opt-in for SMS notifications to stay in the loop.
At MLSE, we are committed to building an equitable, diverse and inclusive organization. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. MLSE will provide reasonable accommodation for qualified individuals with disabilities in the job application process. If you have difficulty using our online application system and you need an accommodation due to a disability, please email accommodations@mlse.com. This email is only for accommodation requests. Resumes sent to this email address will not be considered.
