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Customer Experience Manager
3 weeks ago
The City of Vancouver is seeking a highly skilled and experienced Customer Experience Manager to lead the development and implementation of strategic plans to enhance customer experience across various channels. The successful candidate will be responsible for designing and implementing solutions that elevate customer interactions, ensuring seamless experiences with our services and products.
This is a regular full-time position with a salary range of $121,960 to $160,467 per year. The position is eligible for the City's Flexible Work Program, allowing staff to work remotely 1-4 days a week.
Key Responsibilities- Provide strategic leadership and guidance to the 311 Contact Centre and Service Desk, directly managing staff, contractors, and vendors to ensure successful delivery of the Annual Technology Plan and operational targets.
- Guide team supervisors in the evaluation and resolution of complex problems, with a focus on assessing the risk and impact of technology solutions and changes on individual business units.
- Establish and lead project delivery for strategic and tactical priorities, defining project goals, objectives, risks, resources, roles, and responsibilities, work breakdown structure, milestones, and deliverables.
- Establish and foster positive departmental relationships between business units and Technology Services, supporting the management of Service Level Agreements and Operating Agreements with departmental contacts.
- Represent Technology Services department at senior management levels across the organization to ensure cohesion as the Technology Services team evolves its processes and procedures.
The ideal candidate will have a Bachelor's degree in computer science, computer engineering, or business administration, and a minimum of seven years of experience in business process management, implementing technological change, and leading a team of analysts within the public sector or large multi-stakeholder organization.
The candidate should have experience in process documentation, business process reviews, and reengineering techniques, as well as experience in decision-making with new business processes and operational improvements.
They should also have extensive knowledge of leadership/management practices and procedures, application lifecycle management, and modern contact centre operations, including user, customer, and employee experience optimization.
The candidate should be able to analyze and anticipate implications of system changes on work processes and procedures, and be able to effectively and positively influence others in a team-oriented, collaborative environment.
They should also have the ability to foster and support professional development of team members and guide career planning conversations to set them up for success.
The candidate should be able to communicate effectively, foster high standards, coach, inspire, and manage multi-disciplinary teams in a fast-paced, performance-focused environment using excellent interpersonal, visual design, presentation, and written skills.
They should also have the ability to establish and maintain effective working relationships with a variety of internal and external contacts and team members to provide advice, information, and assistance.
The candidate should be able to handle business-critical, confidential, and sensitive information, and be able to work under pressure, manage multiple priorities, and respond to requests in a timely manner.
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