Director, Channel Operations & AI-Driven CX

City of Toronto; Toronto; On-site; CAD 100,000 - 140,000; Full time

Job summary

A municipal government is seeking a Director of Channel Operations to oversee the modernization of its service delivery model. This leadership position requires extensive experience in contact center operations, digital transformation expertise, and a commitment to improving public engagement through technology. The ideal candidate will drive innovation and manage a large team to enhance service quality across various channels.

Qualifications

• Proven leadership in contact center operations with a focus on digital transformation.
• Expertise in using AI and emerging CX technologies.
• Strong analytical skills to prioritize and develop strategies.

Responsibilities

• Lead customer experience strategy leveraging technology and innovation.
• Implement policies for long-term performance improvements.
• Foster innovation culture and manage change effectively.

Skills

Leadership in contact center operations

Digital transformation expertise

AI and automation knowledge

Omni-channel management

Excellent communication skills

Analytical and critical thinking

Job description

A municipal government is seeking a Director of Channel Operations to oversee the modernization of its service delivery model. This leadership position requires extensive experience in contact center operations, digital transformation expertise, and a commitment to improving public engagement through technology. The ideal candidate will drive innovation and manage a large team to enhance service quality across various channels.