Discover jobs
Job Search
help desk manager - information technology (IT)
Title posted on CivicJobs.ca - Manager, Customer Experience
Posted on October 04, 2024 by Employer details City of Vancouver
Job details
Manager, Customer ExperienceRequisition ID: 42424 OrganizationLocated on the traditional, ancestral and unceded lands of the x?m??k??y??m (Musqueam), S?wx?wú7mesh (Squamish), and s?lilw?ta? (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 FunctionThe 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. Leads CX improvement initiatives by applying human-centered design principles and methodologies, with a focus on creating an integrated experience across all touchpoints. Identifies and measures key KPIs and metrics for transformation opportunities in customer experience, while driving a continuous process improvement culture w- LocationVancouver, BC
- Workplace information On site
- Salary$121,960YEAR annually
- Terms of employment Permanent employmentFull time
- Starts as soon as possible
- vacancies 1 vacancy
- Source CivicJobs.ca #98521
Important notice: This job posting has been provided by a partner site. Job Bank is not responsible for this content.
Report a problem with this job posting
- Date modified: