Leader, Customer Solutions

4 weeks ago

Calgary, Canada City of Calgary Full time
If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, joinThe City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti-racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.


As Leader, Customer Solutions, reporting to the Manager, you will manage internal and external programs and initiatives for a fast-paced and citizen-facing business unit. The role requires the creation of innovative business processes and policies as well as ensuring the operationalization of changes. Primary duties include:

Hire and provide direct supervision, guidance, coaching, mentoring and performance development of a team of experts in process improvement, program leadership and data management. Consult and collaborate with internal and external partners to create and clarify business improvements. Act as the program manager for all programs and services initiatives and improvements. Review strategic plans and initiatives to ensure alignment with business unit and department goals. Act as the leader and liaison for Corporate and departmental projects. Identify level of risk acceptable to the division on individual events and on systemic issues. Create and maintain a continuous systematic and proactive decision-making process to manage and communicate risks. Plan, coordinate and administer contractors and consultants. Lead the preparation of contract documents, Request for Information (RFI) or Request for Proposal (RFP) documents. Qualifications  A completed 2 year diploma in Civil or Mechanical Engineering technology or Architecture, or a related field, and at least 10 years experience working with municipal approval processes and/or project management OR A degree in Planning, Architecture, or Engineering, or a related field, with at least 8 years of diverse and relevant experience including leadership experience. Equivalent combinations of experience and education may be considered. Previous leadership experience is required. A Project Management Professional (PMP) certificate would be considered an asset. Ability to demonstrate initiative, and to motivate and lead a high-performance team. Excellent interpersonal skills and the ability to build and maintain strong working relationships with team members at all levels of the organization with political sensitivity. Applicants must possess effective leadership and organizational skills, strong analytical and problem-solving ability, and must be able to adapt quickly to changing needs and requirements.

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