Project Manager, Customer Experience

1 month ago

Kitchener, Canada City of Kitchener, ON Full time

**Project Manager, Customer Experience (Community Services)**

**Competition Number**:2024-1419

**Job Code**:1419

**Posting Date**:Feb 22, 2024

**Closing Date**:Open until filled

**Job Status**: Permanent Full-Time

**Position Overview**:
We’re looking for a creative and talented individual with proven project management experience, sport and recreation expertise, and familiarity with an Integrated Project Delivery (IPD) process, to lead the user consultation, building and design process from an end-user perspective for the new Kitchener indoor recreation complex to be built at RBJ Schlegel Park.

**You might be interested in this role if**:

- You have a background in and appreciation for sports and recreation
- You have a passion for bringing the customer’s voice to the table to ensure the needs and priorities of the community are heard and met
- You’re a skilled project manager with experience working with complex teams and competing priorities
- You’re a skilled collaborator focused on relationship building and community engagement

**Responsibilities**:

- Builds and maintains strong relationships with staff (e.g., sport, operations, parks, facilities management, design, and development), sport groups (e.g., Kitchener Minor Soccer) and customers (e.g., Kitchener citizens) to gather requirements and create a vision based on the best customer experience.
- Understands sport utilization and programming needs in addition to community needs and interests to build an inclusive and multi-functional facility.
- Actively participates in the Integrated Project Delivery (IPD) core project team as a key member by representing operational, programming (staff and sport groups), and customer priorities to ensure the indoor recreation facility meets the needs of all users.
- Works in partnership with the Facilities Management Design & Construction Project Manager to deliver the indoor recreation complex using an Integrated Project Delivery
- Leverages project management industry best practices to align operational, programming and customer priorities with the design and construction project management plan.
- Develops and implements a comprehensive project charter and schedule (related to user requirements), stakeholder management plan, change management plan and community engagement plan to ensure a positive customer experience is central to all operational and project decisions.
- Engages a wide variety of internal and external stakeholders to ensure the indoor facility meets legislative requirements, operational and programming best practices and creative, multifunctional design features.
- Serves as the primary liaison between Community Services, Development Services, Parks, Facilities Management, and other internal divisions to ensure the indoor facility is a holistic community space that meets the needs of end users.
- Develops a long-term, sustainable operating model for the indoor recreation facility which includes a recommended staffing model and operating budget.
- Works closely with the Communications Division to develop and execute an overall communications strategy for all phases (planning, design, construction, and opening) of the project with input from Facilities Management.
- Works closely with the Community Engagement Consultant and the Equity, Anti‐Racism, and Indigenous Initiatives Division to develop effective community engagement plans.
- Organizes and coordinates public engagement processes including neighbourhood meetings, notices, alternative engagement formats and coordination of comments for feedback on community projects.
- Writes staff reports, caucus reports, and presentations related specifically to user needs and the operating model for the indoor facility for City Council as directed.

**Requirements**:

- 3-year degree/diploma
- Minimum 4 - 7 years direct experience leading and managing complex projects.
- Minimum 1 year direct experience managing a project run through Integrated Project Delivery (IPD)
- Preferred:

- Knowledge of sport and recreation programming and facility utilization.
- Knowledge of user experience and design processes and best practices.
- Experience working for a municipality.
- Demonstrated ability to design and execute a project plan that collaboratively engages a variety of stakeholders while ensuring project timelines are met.
- Ability to communicate with discretion and professionalism to protect confidential information.
- Negotiation and conflict resolution skills to deliberate contract details.
- Planning, organization, and time management skills.
- Ability to interact professionally and diplomatically with a diverse group of stakeholders.
- Knowledge of, and experience in community engagement best practices.
- Demonstrated track record of successfully completing projects on-time and on-budget.
- Superior written, oral and presentation communication skills.
- Demonstrated ability to work well with others and maintain relationships.
- Sk

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