City of Toronto

Senior Manager, Customer Experience

City of Toronto

full-time

Posted on:

Location Type: Office

Location: Toronto • Canada

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Salary

💰 CA$142,104 - CA$189,918 per year

Job Level

Senior

About the role

  • Lead the Future of Customer Service at Toronto Building.
  • Support the Director of Customer Experience & Deputy Chief Building Official in overseeing customer service operations, ensuring compliance with the Ontario Building Code Act, Building Code, and Rental Renovation Licence By-law.
  • Provide leadership to several Managers, including strategic oversight of the General Inquiries, Intake and Issuance & Payments units.
  • Develop and implement detailed plans, recommend policies, and manage all section activities through subordinate managers.
  • Provide tools, oversight, and guidance to ensure operational efficiency and service excellence.
  • Motivate a diverse workforce, address employee relations issues, ensure high performance, and foster innovation and teamwork.
  • Create strategic goals which are monitored and implemented throughout the teams.
  • Help design and implement functional policies and long-term programs to enhance business performance.
  • Monitor section workplans and champion a customer-first approach that improves service delivery and public experience.
  • Act as the divisional lead for the Rental Renovation Licence program, ensuring effective intake processes and quick issue resolution.
  • Lead internal customer service committees, driving a culture of service excellence across all public-facing teams.
  • Manage business process improvements for tenant, landlord, and public inquiries, especially around building permits and licence applications.
  • Oversee the collection of fees, including development charges, parks levies, and Committee of Adjustment fees to ensure compliance with standards and oversight.
  • Drive continuous improvement, establishing management practices, KPIs, and performance metrics to monitor and improve service delivery.
  • Lead large, complex modernization projects including technology upgrades and ensure communication and stakeholder engagement are well-managed.
  • Guide Customer Experience Managers in implementing efficient processes and improving permit intake and processing under the Ontario Building Code.
  • Coordinate working groups focused on service delivery improvements and legislative compliance, and support senior leadership at Council, Standing Committee, and Community Council meetings.
  • Participate in public and stakeholder meetings, and represent the division on regional, provincial, and national groups.
  • Advise on technical issues for complex or sensitive construction projects and assist in mediating internal and external stakeholder disputes.
  • Prepare reports and presentations for Council and executive consideration.
  • Forecast industry trends and demand, recommend service level and budget adjustments and help allocate divisional resources effectively.
  • Liaise with City Councillors, respond to constituent inquiries, and represent the division at committee and community meetings.
  • Contribute to strategic planning, problem-solving, and goal-setting across the division.
  • Act on behalf of the Director of Customer Experience & Deputy Chief Building Official when required and serve as part of the Extended Senior Management Team.

Requirements

  • Post-secondary education in a discipline relevant to the job function, or an equivalent combination of education and experience.
  • Extensive experience leading customer‑focused operations in fast‑paced environments, managing diverse teams, ensuring compliance, and resolving stakeholder inquiries.
  • Considerable experience with policy and program development, implementation and process improvement, as it relates to improving customer experience.
  • Qualified or in the process of obtaining qualifications, or able to complete and achieve qualifications as a manager, as required and administered by the Ministry of Municipal Affairs and Housing in accordance with the Ontario Building Code Act.
  • Exceptional interpersonal and communication skills, with the ability to effectively engage and collaborate with internal and external stakeholders at all levels, including government officials, industry partners, and community members.
  • Ability to effectively lead and implement proactive and progressive change to redesign business processes, policies and procedures and to facilitate operational improvements.
  • Excellent analytical, technical, interpersonal, problem solving, and conflict resolution skills.
  • Comprehensive knowledge of relevant legislations, regulations, codes, collective agreements and policies such as the Employment Standards Act, Human Rights Act, Occupational Health and Safety Act, WHMIS, etc.
  • Possession of a valid G or G2 license and access to a vehicle.
Benefits
  • Equity, Diversity and Inclusion
  • Disability-related accommodation during the application process is available upon request
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
policy developmentprogram implementationprocess improvementcustomer service operationsperformance metricsKPI managementmodernization projectsstakeholder engagementconflict resolutionanalytical skills
Soft Skills
leadershipinterpersonal skillscommunication skillsteamworkproblem solvinginnovationmotivationcollaborationstrategic planninggoal-setting
Certifications
post-secondary educationmanager qualificationsvalid G or G2 license