Manager of Customer Experience

3 weeks ago

Burlington, Canada City of Burlington, Ontario Full time

**Description**:
**Working for the City of Burlington**

A great career is closer than you think. Come work for the City of Burlington, where you’ll be joining an innovative and progressive workplace focused on building a 21st century city that respects the diversity of our residents, visitors, and employees; and prioritizes continuous opportunities for you to learn and grow.

We don't just spend time attracting the best talent. We spend time and resources to keep the best talent. This may include flexible working hours, mobile and hybrid working arrangements, a great pension and benefits package, as well as programs to foster innovation and leadership.

**Location**

**Position Overview**

As a key member of the customer experience management team the Manager, Customer Experience is responsible for helping the City of Burlington implement strategic initiatives to effectively engage and communicate with residents and all stakeholders and provide open and accessible services to the community. Reporting to the Executive Director, Community Relations and Engagement, the incumbent works to advance a customer-focused approach to service delivery, including overseeing the efficient and effective operations of Service Burlington, the city’s contact centre which delivers on a commitment to a “one-window” approach to service delivery.

**Responsibilities**

The Manager, Customer Experience is responsible to:

- Develop, plan and implement strategic initiatives that support the City’s commitment to a seamless, one-window approach to delivering services that optimize the customer experience while ensuring synchronization with municipal requirements.
- Utilizing best practices in process management, project management, customer engagement, change management, training and education, lead efforts to fully integrate a customer-centric culture within the organization.
- Through a customer-first lens, review the City’s services, systems, policies and procedures and provide recommendations and expertise to corporate and departmental objectives for achieving excellence in service delivery.
- Build and maintain strategic partnerships with City stakeholders including Council, community/customers, City Manager’s Office, other leadership teams, all departments and a range of external groups and government agencies. Facilitate effective relationships and collaboration between all stakeholders.
- Provide direct and indirect supervision and management of Service Burlington, including the Supervisor and other Service Burlington staff involved in delivering Service Burlington’s activities and program initiatives.
- Manage operating and capital budgets and ensure all elements of financial planning and reporting requirements for Service Burlingtonprogram initiatives and the contact centre are met.
- Work closely with cross-functional stakeholders to ensure that all Service Burlington deliverables are performed within customer standards, timeframes and budgetary considerations.
- Ensure Service Burlington operations are properly resourced, trained and that quality customer experience service standards and operations, including workflow, are continuously improved.
- As an ambassador and champion of the City, contribute to exceptional customer experience by fostering a positive team culture through leading, motivating and coaching direct and indirect reports.
- Establish, implement and analyze customer experience performance indicators and other metrics and communicate these with stakeholders.
- Provide reporting and updates to the Executive Director, City Manager and Council as required
- Act as champion for Service Burlington issues and initiatives.

**Requirements**:
You will have a University Degree preferably in Public Administration or Business, in addition to progressively responsible positions managing call/contact centre operations or customer improvement initiatives. You will have five (5) or more years of municipal government or business experience, of which at least three (3) years must be in public sector management level. Your track record demonstrates that you are a strong leader who is a strategic thinker, an innovator and an exceptional relationship builder who is able to engage and inspire the organization and all partners in implementing and managing change. You have proven analytical, technical and project management skills within the area of customer experience, preferably with CRM system use, along with extensive experience in corporate, operations and policy settings and managing staff and budgets. You also demonstrate political acuity to be able to navigate and lead effectively in a political environment with a strong business sense in order to meet the expectations of the position.Your skill set is augmented by an ability to prioritize and manage multiple demands and the pressures of inflexible deadlines. You understand when to lead, to advise and to collaborate and adjust your style accordingly.

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