Manager, Customer Experience

**Requisition ID**:42424

**Organization**

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable and environmentally sustainable cities. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

**Main Purpose and Function**

The Manager, Customer Experience is responsible for strategic planning, directing and co-ordinating the operations and development of the customer experience team. The role focuses on designing and implementing solutions that elevate the customer experience across various channels, ensuring seamless interactions with our services and products. Additionally, the manager is responsible for optimizing the performance of the 311 Contact Centre and Service Desk across the enterprise. They also collaborate with other business and technology leaders to design, implement, deliver, and operate enterprise services and solutions that generate business value.

The manager provides senior level business and technical leadership, guiding the planning and development of business assessment on processes, systems, staffing and service models. They are also responsible for managing technical projects of significant size from planning and design through execution and implementation.

The role contributes to departmental planning activities, making recommendations for changes in methods processes and procedures that may impact financial and operational areas as well as staffing workloads, working conditions, changing in positions, or staffing levels.

**Specific Duties/Responsibilities**
- Provides strategic leadership and guidance to the 311 Contact Centre and ServiceDesk. Directly manages staff, contractors, and vendors to ensure successful delivery of the Annual Technology Plan as well as operational targets. Guides 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.
- Provides guidance, structure, and strategic thought leadership to support successful implementation of strategic and operational initiatives and actively partners with City Departments and other internal stakeholder groups to understand their vision, business direction and assess opportunities and risks.
- Establishes and leads project delivery for strategic and tactical priorities, defining project goals, objectives, risks, resources, roles and responsibilities, work breakdown structure, milestones, and deliverables, working collaboratively with Technology Program Managers as required.
- Establishes and fosters positive departmental relationships between business units and Technology Services and supports the management of Service Level Agreements and Operating Agreements with departmental contacts.
- Represents Technology Services department at senior management levels across organization to ensure cohesion as the Technology Services team evolves its processes and procedures.
- Develops and implements strategies to enhance the customer experience, while working cross-functionally with business units to drive improvements in services and products.
- Identifies and measures key KPIs and metrics for transformation opportunities in customer experience, while driving a continuous process improvement culture within the organization.
- Actively collaborates with business leaders to better understand business drivers, challenges and strategies, and uses this knowledge to improve outcomes for end users through the effective management of the 311 Contact Centre and ServiceDesk.
- Provides leadership to staff including hiring, assigning responsibilities, evaluating performance, coaching, career development, succession planning, mentoring, training and development, providing feedback and discipline up to and including termination.
- Accesses highly sensitive strategic and business information (e.g., business strategy, vendor pricing, etc.) and uses this to inform strategic decision making that materially impacts service delivery to both staff and members of the public.
- Defines reporting needs and requirements, collaborating and works with the Data and Analytics Team to develop data products for measuring customer interactions, service levels, and call metrics. Reviews data post-implementation to measure success and participates in establishing standards of continuous improvement.
- Assists the Senior Manager, Digital Services and Customer Experienc