Manager, Customer Experience (North/West) Job Listing at City of Edmonton in Edmonton, AB (Job ID 50611)

Description

As the Manager, Customer Experience you will participate as a member of the Branch and Department extended leadership team and provide strategic vision, leadership and guidance to support the delivery of services for the section and to advance the vision and goals of the Community Recreation & Culture Branch, which align with the City Plan.

The Manager is accountable for overseeing the development and implementation of an integrated business model that supports positive community impact while managing a unit with approximately 130 staff across multiple recreation and leisure facilities. 

What will you do? 

• Manage, supervise, lead and coach staff and a business unit, including oversight of recruitment, training, labour relations issues and performance management 
• Identify priorities and delegate tasks as needed to staff 
• Evolve existing and create new organizational structures to leverage efficiencies and business objectives
• Develop and approve operational procedures and training plans related to customer engagement and processing of transactions
• Set up performance measures and targets that align with the section and branch strategy 
• Manage and deliver responses to escalated customer concerns or councillor inquiries prepare , oversee and provide input into Council reports, briefing notes and memos 
• Ensure effective staff communication including communicating operational direction and operational impact of decisions
• Delivery of Special Projects and Initiatives 
• Assist the Director with the development of strategic and business plans, budgets and direct day-to-day operations in accordance with the Community Resources section 
• Monitor and manage overall risk to the City's reputation as well as risk to the programs and services of the Section
• Build and maintain strong relationships across the Branch, Department and other areas of the City to ensure alignment with strategic priorities and City outcomes.