Manager Customer Experience

1 week ago

Toronto, Canada City of Toronto Full time

**Job ID**: 39809

**Job Category**:Customer Service

**Division & Section**:Toronto Building, Tor Bldg Scarborough District

**Work Location**:SCARBOROUGH CIVIC CENTRE, 150 Borough Drive, Toronto

**Job Type & Duration**:Full-time, Permanent

**Salary**:$122,000.00 - $158,105.00, TM0676 and wage grade 8.0.

**Shift Information**: Monday to Friday, 35 hours

**Affiliation**: Non-Union

**Number of Positions Open**: 1

**Posting Period**: 14-AUG-2023 to 04-SEP-2023

Toronto Building is undergoing a comprehensive transformation to become a modern, client centric organization. As Canada’s largest municipal building regulator, the Division is critical to Toronto’s success and prosperity. Its core services — issuing building permits and inspecting construction — ensure that Toronto’s built environment is safe, accessible, and sustainable.

**Responsibilities**:
**Leadership and Management**:
As the Manager, Customer Experience, you will play a pivotal role in ensuring the achievement of our customer experience teams' success. Your responsibilities include developing and implementing detailed plans and policies to address program-specific requirements effectively. By hiring and nurturing a motivated and diverse workforce, you will promote a culture of collaboration and innovation. Your role will involve overseeing daily operations, efficiently managing work schedules, assignments, and reviews, as well as monitoring and evaluating staff performance to recognize excellence and provide necessary feedback for improvement.

This role is instrumental in driving organizational and management change initiatives for staff, creating a workplace that fosters high-level performance and provides opportunities for intellectual growth, creative teamwork, and professional accountability

Your financial acumen will be applied when developing and administering the annual budget for the section. Striving for financial control, you will ensure that expenditures are carefully managed within approved limits and optimal utilization of resources to achieve organizational goals. Furthermore, your knowledge in revenue collection and adherence to municipal by-laws will ensure financial integrity.

**Customer Experience and Quality Assurance**:
To maintain exceptional customer experience standards, you will actively monitor customer satisfaction and key performance indicators (KPI's), using the data to effectively evaluate and make improvements where necessary.

As the Manager, Customer Experience you will lead the daily operations of customer experience function to ensure innovative systems and procedures are in place to support a high level of customer experience standards. Additionally, overseeing quality assurance efforts related to customer experience, you will utilize investigation results to identify opportunities for enhancing the customer experience through procedural and training improvements. This continuous improvement approach supports the Division's established standards.

**Training and Development**:
Your commitment to staff development will be evident as you implement comprehensive training programs for our team members. By organizing staff development seminars, you will foster a positive customer experience culture, resulting in improved efficiency across the entire division. Ensuring that our staff is well-trained and proficient in their roles will contribute significantly to our overall success.

**Communication and Stakeholder Relations**:
As the division's representative on internal committees, your input will be crucial in shaping policies and procedures to optimize our efficiency and service delivery. You will effectively communicate project updates and address technical, policy, and procedural inquiries. Collaborating with Technology Services staff, you will ensure that our daily operations are supported by the latest technological advancements.

**Planning and Regulation Compliance**:
Your technical expertise and problem-solving skills will be instrumental in ensuring compliance with the Ontario Building Code Act, the Planning Act, and other relevant regulations. Through analysis of practices, you will streamline approval processes, increasing operational efficiency. To stay ahead of industry trends, you will monitor developments and recommend resource allocation and service level adjustments to meet evolving demands.

**Key Qualifications**
- Post-secondary education in a professional discipline pertinent to the job function or equivalent combination of education and experience.
- Experience motivating, leading, training and managing staff in a fast paced environment, promoting and fostering effective teamwork and establishing excellence in a customer focused environment.
- Considerable experience leading customer focused operations in a complex environment, addressing partner and stakeholder inquiries, and ensuring regulatory compliance and deadlines are met.
- Experience with policy and program de

  • Gestionnaire Principal, Ingénierie Des Services de

    1 day ago

    Toronto, Canada CUSTOMER EXPERIENCE Full time

    Code de demande: 405895 Chez Bell, on ne se contente pas de construire des réseaux de calibre mondial, d’élaborer des services novateurs et de créer du contenu pour des médias multiplateformes : on transforme la façon dont les Canadiens communiquent entre eux et avec le reste du monde. Si vous êtes prêt à donner corps à des idées innovatrices...

  • Dév. Princ., Science Des Données

    9 hours ago

    Toronto, Canada CUSTOMER EXPERIENCE Full time

    Code de demande: 409221 Bell ne se contente pas de construire des réseaux de calibre mondial, d’élaborer des services novateurs et de créer du contenu pour des médias multiplateformes : elle révolutionne la manière dont les Canadiens communiquent. Si vous êtes prêt à donner corps à des idées innovantes et à vous joindre à une entreprise qui...

  • Customer Experience Manager

    7 days ago

    Toronto, Canada Cologix, Inc. Full time

    **_About our Company:_** Based in Denver, Colorado, Cologix is North America's leading network-neutral interconnection and hyperscale edge data center company. Our platform gives customers access to 40+ digital edge and ScalelogixSM hyperscale edge data centers in 11 markets across the United States and Canada along with a carrier-dense ecosystem of 700+...

  • Manager, Customer Experience

    7 days ago

    Toronto, Canada TD Bank Full time

    **TD Description** Stay current and competitive. Carve out a career for yourself. Grow with us. **Department Overview** At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long - lasting relationships with our customers. By understanding their needs and providing personalized financial solutions, our purpose is to help our...

  • Customer Experience Manager

    5 days ago

    Toronto, Canada Michaels of Canada, ULC. Full time

    Store - TOR-TORONTO/RIOCAN HALL, ON Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes. Maintain store recovery standards to deliver our Brand Promises. Deliver friendly customer service. Assist Store Manager in leading and managing adherence to Standard...

  • Customer Experience Manager

    7 days ago

    Toronto, Canada Michaels of Canada, ULC. Full time

    Store - TOR-TORONTO/DOWNSVIEW, ON We're here for the Makers! Come be a part of the team where innovation and teamwork come together to support the most exciting missions in the world! Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together. Deliver a customer centric shopping...

  • Property Manager 20 Years Minimum Experience

    1 day ago

    Toronto, Canada Property Manager Company Full time

    **Job Type**: Part-time **Salary**: $25.00 to $30.00 /hour **Job Type**: Part-time **Salary**: $25.00 per hour COVID-19 considerations: Our staff are wearing masks and practicing social distancing. Work Location: Hybrid remote in TORONTO, ON

  • Customer Experience Manager PT

    Found in: Talent CA C2 - 1 week ago

    Toronto, Canada Michaels Full time

    Store - TOR-ETOBICOKE, ONDeliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes. Maintain store recovery standards to deliver our Brand Promises. Deliver friendly customer service. Assist Store Manager in leading and managing adherence to Standard Operating...

  • Product Manager

    3 days ago

    Toronto, Canada GeTS eTrade (Canada) Inc. Full time

    **Company Summary**: Global eTrade Services (GeTS) is a Software-as-a-service platform company that provide services to the trade & logistics industry. GeTS enables the orchestration of physical logistics, compliance and financial requirements of trade and supply chain seamlessly, smartly and securely, thus powering global trade by making it accessible,...

  • Manager, Customer Experience Process

    Found in: Talent CA 2 C2 - 1 week ago

    Toronto, Canada BMO Full time

    Application Deadline: 05/29/2024Address:33 Dundas Street WestThe Loyalty team manages the voice of the customer program for Canadian Personal & Business Banking including sample file development, questionnaire design, analytics, external research, communications, and sustainment initiatives. We are looking for a Manager, CX Process that will support across...

  • Service Experience Manager, Customer Success

    Found in: Talent CA C2 - 1 week ago

    Toronto, Canada Intuit Full time

    Company Overview Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find...

  • Assistant Manager, Customer Experience

    10 hours ago

    Toronto, Canada University of Toronto Full time

    **Date Posted**:02/07/2024 **Req ID**: 35926 **Faculty/Division**: Faculty of Kinesiology & Physl Ed. **Department**: Faculty of Kinesiology & Physl Ed **Campus**: St. George (Downtown Toronto) **Position Number**: 00009861 **Description**: **About us**: **Your opportunity**: Under the general direction of the Manager, Customer Experience the Assistant...

  • Customer Experience Associate

    5 days ago

    Toronto, Canada Johnvince Foods Full time

    **About Johnvince Foods** Johnvince Foods is a proudly Canadian leading business with over 50 years of experience in processing, manufacturing, and distributing bulk and packaged food products across North America. We offer a wide range of nut products, confections, and other food items that include some of the most recognizable household brands, such as...

  • Customer Experience Representative

    9 hours ago

    Toronto, Canada University of Toronto Full time

    **Date Posted**:04/05/2023 **Req ID**: 30601 **Faculty/Division**: Faculty of Kinesiology & Physl Ed. **Department**: Faculty of Kinesiology & Physl Ed **Campus**: St. George (Downtown Toronto) **Position Number**: 38586 **Description**: **About us**: **Your opportunity**: Reporting to the Manager of Customer Experience, the Customer Experience...

  • Customer Experience Designer

    Found in: Talent CA C2 - 1 week ago

    Toronto, Canada Intuit Full time

    Company Overview Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find...

  • Customer Experience Specialist

    10 hours ago

    Toronto, Canada Little Dribblers Inc. Full time

    **Little Dribblers** - _The World's Only Children's Basketball Facility for Mini-Players ages 1 - 10, with an educational spin! _ Are you a seasoned sales professional with a knack for providing exceptional customer experiences? Little Dribblers is seeking a Customer Experience Specialist to join our team, leveraging your exceptional sales skills to engage...

  • Manager, Consumer Insights, Customer Experience

    2 days ago

    Toronto, Canada TD Bank Full time

    **TD Description** Stay current and competitive. Carve out a career for yourself. Grow with us. **Department Overview** The Manager, Consumer Insights role is part of the Customer Experience & Insights group (CX&I) within Marketing. This group is a central source of customer insights and analysis which supports both Corporate and Business lines across TD...

  • Product Manager, It

    6 days ago

    Toronto, Canada Bridgemarq Real Estate Services Manager Limited Full time

    Status: Full time About RPS Real Property Solutions - At RPS we thrive on finding incredibly smart home and neighborhood real estate intelligence and insights for our customers to help add value to the home journey, we find, understand, and overcome the barriers that keep the business from delivering a positive customer experience. We are a team who shares...

  • Customer Experience Associate

    2 days ago

    Toronto, Canada TD Bank Full time

    405237BR Retail Banking - Customer Service Toronto, ON April 3, 2023 Company Overview Department Overview At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long - lasting relationships with our customers. By understanding their needs and providing personalized financial solutions, our purpose is to help our customers and...

  • Customer Experience Associate

    6 days ago

    Toronto, Canada Northbridge Financial Corporation Full time

    **What it's like to be a Northbridge Customer Experience Associate** As our Customer Experience Associate, you’ll play a critical role in the evolution of our Voice of the Customer program by maintaining our customer feedback channels and ensuring the integrity of the data we collect through our customer experience surveys. This includes supporting the...