Job ID #31005: Manager, Continuous Improvement and Customer Experience

City Of Hamilton; Hamilton; On-site; CAD 75,000 - 105,000; Full time

Job summary

An established industry player is seeking a Manager for Continuous Improvement and Customer Experience. This pivotal role involves leading initiatives to enhance service delivery and customer satisfaction, especially in the wake of recent challenges. You will collaborate across departments to implement innovative strategies and foster a culture of continuous improvement. With a focus on project management and stakeholder engagement, you will drive impactful changes that benefit the community. If you're passionate about making a difference and possess strong leadership skills, this opportunity is perfect for you.

Qualifications

• Management experience, preferably with a degree in Business/Public Administration.
• Strong leadership and project management skills required.

Responsibilities

• Provide leadership to improve service delivery and customer experience.
• Manage project pipelines and ensure alignment with city goals.

Skills

Leadership

Strategic Thinking

Project Management

Lean Six Sigma

Communication Skills

Education

Degree in Business/Public Administration

Tools

Microsoft Office Suite

Job description

Job ID #31005: Manager, Continuous Improvement and Customer Experience

Join to apply for the Job ID #31005: Manager, Continuous Improvement and Customer Experience role at City Of Hamilton.

The City of Hamilton, one of Canada’s largest cities, offers a diverse economy, an active community, cultural and dining scenes, and natural beauty. Join our team to embody our values of service, change, integrity, ownership, and engagement, helping us become the best place to raise a child and age successfully.

• Job ID #31005: Manager, Continuous Improvement and Customer Experience
• Union: Non-Union
• Application deadline: May 8, 2025, 4:00 p.m. at www.hamilton.ca/city-council/jobs-city
• Duration: 18 months

Summary of Duties

Reporting to the Director, the Manager provides leadership to support the City’s recovery, rebuild, and transformation efforts, collaborating across departments to improve service delivery, efficiency, and customer experience, especially post-cybersecurity incident.

Responsibilities include:

Leadership

• Supervise staff and oversee workplans.
• Prioritize and approve projects.
• Monitor team performance and report on outcomes.

Customer Experience

• Develop and support execution of customer service strategies.
• Enhance customer satisfaction through responsive, user-friendly services.
• Research community needs and feedback.

Continuous Improvement

• Implement city-wide improvement programs.
• Identify and track opportunities for efficiency and quality enhancements.
• Recommend and develop new processes and solutions.

Project Development

• Manage project pipelines, ensuring alignment with goals.
• Design and execute projects with a focus on service continuity.
• Use project management tools to ensure timely delivery.

Performance Metrics

• Track KPIs and report on project impacts.
• Analyze data to identify trends and opportunities for improvement.

Stakeholder Engagement

• Build relationships with internal and external stakeholders.
• Communicate recovery and transformation efforts effectively.

Innovation Culture

• Foster a culture of innovation and continuous improvement.
• Encourage staff participation in idea generation.

Qualifications

• Management experience, preferably with a degree in Business/Public Administration or related fields.
• Strong leadership, strategic thinking, and project management skills.
• Experience with Lean Six Sigma, quality systems, and project management methodologies.
• Excellent communication, facilitation, and interpersonal skills.
• Proficiency in Microsoft Office Suite.

Note: The description is focused on the job responsibilities and qualifications, excluding irrelevant or repetitive information, and formatted for clarity and engagement.