|PROGRAM MANAGER CUSTOMER SERVICE & ISSUES MANAGEMENT|
PROGRAM MANAGER CUSTOMER SERVICE & ISSUES MANAGEMENT
Company : Jobssummary / Indeed
Salary : $112,000–$144,200 a year
Location : Ontario
Job ID: 36266
Job Category: Policy, Planning, & Research
Division & Section: Engineering & Construction Services, Policy, Planning, & Research
Work Location: 100 Queen St W, Toronto, M5H 2N1
Job Type & Duration: 1 Permanent
Salary: $112,000.00 - $144,200.00
Shift Information: Monday to Friday 35 hours per week
Number of Positions Open: 1
Posting Period: 08-Mar-2023 to 22-Mar-2023
Bring your passion for managing customer and stakeholder relations – Toronto, ON
Creating the safe and sustainable municipal infrastructure that makes Toronto so livable is the responsibility of our Engineering & Construction Services Division. With an annual capital program of close to $1 Billion and growing, the Division provides specialized engineering design and construction services to internal clients, including Toronto Water, Transportation Services, and Solid Waste Management Services, and to external clients, such as the development industry, utility companies, and other public agencies. You can be part of this dynamic team by joining the Executive Director’s office as Program Manager, Customer Service & Issues Management.
Reporting to the Chief Engineer & Executive Director, Engineering & Construction Services, you will provide senior-level strategic advice and support to the Executive Director and the senior management team, and be the lead on issues management, broad communications activities supporting projects, and multi-year capital programs, as well as reporting on Division-wide performance measures and stakeholder liaison activities.
Providing expertise and guidance in timely issues resolution
Politically savvy, tactful and insightful, you will assist the Executive Director in identifying, addressing, and ensuring a timely response to ongoing and emerging issues, complaints and customer service deficiencies facing the Division and its operations. A skilled communicator, you will liaise with Members of Council and their staff on behalf of the Executive Director, as required, prepare responses, and provide guidance to management in responding to enquiries and escalated complaints. It will be your job to manage the Division’s complaint management system, from overseeing reporting requirements to coordinating and compiling consolidated responses.
Achieving measurable results through effective strategy
Highly experienced in preparing professional communications materials and strategies, you will develop strategic communications plans for major capital projects and programs, and standardized communications protocols, notifications and signage requirements for construction-related projects and activities. You will also manage the planning, development, implementation and maintenance of broad communication activities, public relations and stakeholder interaction activities on behalf of the Executive Director, including communication plans, public notifications, project signage, and media materials prepared in collaboration with Strategic Communications. The Division will count on you to lead the development and reporting of key performance indicators (KPIs), project update summaries and customer service standards, as well as develop strategies, policies, programs and action plans to improve performance, service delivery, and customer service.
Liaising and collaborating in a complex, multi-stakeholder environment
An integral part of your success in this role will involve establishing an effective, collaborative working relationship with the Division’s senior management team, managers and project managers, staff from other City divisions and external stakeholders. This will include developing and managing a stakeholder relation framework that will see you working with staff from Toronto Water, Transportation Services, Solid Waste Management, Toronto Transit Commission, and Strategic Communications to develop communication plans and materials associated with the Division’s projects, programs and activities. You will also provide liaison between the Executive Director’s office and the Office of the Mayor, Councillors’ offices, the Deputy City Manager’s office, the General Managers and senior management of the other divisions. In particular, you will work closely with Strategic Communications on developing appropriate responses and key messages regarding contentious issues, and those of media interest, tasks that will benefit from your ability to identify needs, and initiate, co-ordinate and manage the implementation of solutions to issues.
Leadership and oversight
Adept at managing projects in a changing environment with competing priorities and deadlines, you will develop and manage assigned projects related to divisional strategies and issues, and develop and implement detailed plans and recommend policies regarding program-specific requirements. As a leader, you will ensure effective teamwork and communication, high standards of work quality and organizational performance, and continuous learning. As is typically expected of a program management role like this, you will also ensure that project expenditures are controlled and maintained within approved budget limitations.
Your application for the role of Program Manager, Customer Service & Issues Management, will be screened on the following qualifications:
- Extensive experience in assessing, reviewing and resolving customer complaints and issues.
- Considerable senior-level experience in issues management, communications, public relations, and media relations.
- Considerable experience in conducting research, and analysis, and managing and completing projects of various terms and complexities
- Considerable experience in preparing professional communications materials and strategies, including comprehensive reports, briefing notes and presentations.
- Post-secondary education in a discipline pertinent to the job function (e.g. public administration, planning, public relations, communications, science) or equivalent combination of education and/or experience.
Along with the above credentials, you will also bring knowledge of the Municipal Class Environment Assessment process and the theory and practice of public consultation. You'll be well-equipped to leverage your knowledge of web-based and social media communication techniques, and ability to produce concise, effective reports and recommendations on policy and administrative issues, often under tight time constraints. Just as important within the City’s complex environment will be your excellent oral and written communication skills in addressing a variety of audiences, enabling you to establish strong working relationships and deal effectively with the public, the media, political representatives, diverse community stakeholders, client divisions and staff at all levels of the organization.
With proven strengths as a leader in a customer service-focused capacity, you bring knowledge of organizational performance measurement and reporting, and can identify opportunities for improvements to service efficiency and customer service delivery. Recognized for your political acumen, judgement, confidentiality and insight on sensitive matters, you know how to influence, negotiate and achieve consensus among parties having different objectives. You will also demonstrate on a daily basis an ability to work both independently and as a team player in a highly demanding, rapidly changing work environment with many competing priorities and deadlines, as well as promote and foster teamwork, and influence and mobilize internal and external staff and stakeholders to achieve desired results.
Knowledge of GIS applications, the Accessibility for Ontarians with Disabilities Act (AODA) document standards, and web design is essential to ensure compliance in the preparation and production of communication plans, public notifications, project signage, and media materials.
This position also calls for knowledge of municipal government operations, approval processes and political structure, and engineering & construction-related services and operations. Familiarity with relevant government legislation, including the Municipal Freedom of Information and Protection of Privacy Act, the Employment Standards Act, the Human Rights Act, and the Occupational Health & Safety Act, will add to your success.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.