Project Manager, Customer Experience

Join to apply for the Project Manager, Customer Experience role at City of Calgary. Get AI-powered advice on this job and more exclusive features. This range is provided by City of Calgary. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range CA$46.21/hr - CA$61.78/hr If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work‑life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life. The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti‑racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request. Calgary Housing (CH) is a wholly owned subsidiary of The City of Calgary. CH is a purpose‑driven social enterprise and the largest housing operator in Calgary, providing safe and affordable housing to more than 27,000 Calgarians. As a Project Manager within the Customer Experience (CE) division, you will be responsible for leading the development, coordination, and execution of strategic projects that support the organization's objectives and goals. Primary duties include: Oversee all phases of the project lifecycle, including initiation, feasibility analysis, planning approvals, budgeting, engagements, implementation, and post‑project evaluation. Lead CE projects and project teams to deliver on new initiatives, create efficiencies, accomplish CE's objectives and direction, in alignment with CH's vision and goals. Manage initiatives such as continuous improvement program, divisional business plan, business process and technology improvements. Coordinate the gathering and validation of business requirements from various subject matter experts from different teams and business areas. Determine project scope, develop project and work plans, onboard project team members, report status of project tasks, deliver project outcomes on time and communicate key project milestones to project sponsors and leadership. Identify and develop a detailed activity and task level to be completed for each deliverable to be realized. Define and ensure the project team clearly understands the vision, scope, and project deliverables. Monitor activities of the project team, adherence to project plans and schedules. Monitor risk and implement mitigation strategies, actions and/or work arounds. Communicate the status of the projects, risks and mitigation strategies and key decisions made to the project sponsor. Develop and present reports and recommendations to senior leadership on CE's strategic direction, opportunities, innovations, and emerging industry trends. Monitor progress against schedule, scope, and budget using KPIs and variance analysis to identify trends and areas for corrective action. Build relationships with internal teams, external partners, and project governance groups. Qualifications A degree in Business, Management, Real Estate, Public Administration, Public Policy, Social Work, or a related field and at least 5 years of relevant experience. Experience with the project development process, collaborating with various project teams, managing initiatives, and fostering strong relationships with sponsors. Experience in managing costs and budgets and the ability to demonstrate business value. A professional designation such as a Project Management Professional (PMP) or Certified Associate in Project Management (CAPM) will be considered an asset. Experience in report writing, project and change management will be considered an asset. Experience with Enterprise Resource Planning (ERP) software such as Yardi will also be an asset. Demonstrated ability to effectively facilitate, communicate and work collaboratively with a variety of partners and the ability to work in a fast‑paced environment with multiple changing and competing priorities. Strong customer service, problem‑solving and analytical skills combined with a high attention to detail. Pre‑employment Requirements Successful applicants must provide proof of qualifications. Seniority level Mid‑Senior level Employment type Full‑time Job function Strategy/Planning, Project Management, and Consulting Industries Housing Programs, Housing and Community Development, and Government Administration Referrals increase your chances of interviewing at City of Calgary by 2x #J-18808-Ljbffr