Manager, Marketing Operations (10949)

City of Toronto; Toronto; Hybrid; CAD 106,000 - 134,000; Full time

Job summary

Join a forward-thinking organization as a Manager of Marketing Operations, where you'll lead innovative marketing campaigns and enhance customer experiences. This role involves managing stakeholder requests, developing processes, and ensuring quality across marketing outputs. You'll work in a dynamic environment that values diversity and inclusion, contributing to a mission of providing accessible and efficient public transit services. If you're passionate about marketing and customer service, and thrive in a collaborative setting, this is the perfect opportunity to make a meaningful impact in the community.

Benefits

Flexible hybrid work approach

Defined pension plan

Comprehensive health, dental, and vision package

Professional development opportunities

Qualifications

• Experience in process development and management.
• Ability to manage multiple projects and meet deadlines.

Responsibilities

• Manage stakeholder requests for marketing and communications campaigns.
• Develop and implement quality assurance measures for marketing processes.

Skills

Project Management

Conflict Management

Communication Skills

Coaching and Advising

Presentation Skills

Interpersonal Communication

Education

Post-secondary diploma or university degree in Marketing

Degree in Communication

Degree in Business Administration

Tools

MS Office

MS Project

Monday.com

Job description

Career Opportunities: Manager, Marketing Operations (10949)

Requisition ID 10949 - Posted - Marketing and Customer Experience (20000003) - Digital Communications (30000007) - Job Opportunity

JOB INFORMATION
Requisition ID: 10949
Number of Vacancies: 1
Department: Strategy And Customer Experience Group - Marketing
Salary Information: $106,597.40 - $133,315.00
Pay Scale Group: 10SA (CAN/S/J/10SA)
Employment Type: Regular - Hybrid
Weekly Hours: 35
Off Days: Saturday/Sunday
Shift: Day
Posted On: Monday March 10, 2025
Last Day to Apply: Monday March 24, 2025
Reports to: Head, Marketing and Customer Experience

The Toronto Transit Commission (TTC), North America's third largest transit system and recognized as one of the top places to work in the GTA, has introduced its new 2024-2028 TTC Corporate Plan - Moving Toronto, Connecting Communities which continues the TTC’s legacy of delivering service to hundreds of millions of customers a year. The TTC’s new vision and mission statements also help promote the many environmental, social equity and economic benefits that the TTC provides:

Vision: Moving Toronto towards a more equitable, sustainable, and prosperous future.

Mission: To serve the needs of transit riders by providing a safe, reliable, efficient, and accessible mass public transit service through a seamless integrated network to create access to opportunity for everyone.

Come join our Marketing and Customer Experience team at this exciting time and apply for the Manager, Marketing Operations role!

What you will do

Reporting to the Head, Marketing & Customer Experience, the incumbent is responsible for managing stakeholder requests for customer communications campaigns, internal and external marketing/social media work, design work, events, and operational needs from across the TTC by establishing and ensuring efficient and effective marketing processes and discipline around the productivity and the quality of the department’s outputs.

This position researches, develops, implements, and continuously improves processes and quality assurance measures to meet both client expectations and internal standards. This involves working with IT/Procurement to onboard an integrated software program to manage requests and work tracking. This position is the Subject Matter Expert that provides coaching/consulting to stakeholders requiring the department’s services and supports departmental managers in the tracking and measuring of all projects/services produced by the teams.

The incumbent will also be responsible for the following key objectives:

• Process Development and Continuous Improvement
• Internal Customer Service and Process Management
• Quality Assurance and Departmental Workload
• Key Performance Indicators and Reporting
• Training and Development
• Client Satisfaction

The incumbent demonstrates behaviors that support diversity, inclusion, and a respectful work and service environment that is free from discrimination and harassment and helps to remove barriers and accommodate employees and customers (within their area of responsibility) in accordance with TTC’s commitments and obligations under the Ontario Human Rights Code (OHRC) and Related Orders, the Accessibility for Ontarians with Disabilities Act (AODA), and TTC’s policies.

Participates in the TTC Customer Service Ambassador Program.

What skills do you bring?

• Assess and manage corporate risk
• Demonstrate specialized expertise and knowledge in the assigned field
• Manage projects
• Manage conflict
• Communicate in a variety of mediums
• Counsel, advise, and coach in the relevant discipline
• Create and deliver presentations in various formats
• Create, document and manage information and records
• Demonstrate appropriate and effective interpersonal communications through various media

What qualifications do you bring?

• Completion of a post-secondary college diploma or university degree in a related discipline such as Marketing, Communication, Business Administration, or a similar field, or a combination of education, training and experience deemed to be equivalent.
• Experience in process development/management, creative/marketing project management, quality assurance, and/or account management
• Experience with MS Office, MS Project and Monday.com or equivalent product management software
• Demonstrated experience in leadership and finding solutions with positive outcomes
• Demonstrated knowledge related to marketing/communications, design, wayfinding, and creative production processes.
• Ability to manage multiple projects simultaneously and meet deadlines
• Ability to cost projects and maintain budget spend including internal chargebacks
• Excellent written and verbal communications skills and interpersonal and influencing skills
• Sound judgement, well-developed organizational, planning and administrative skills
• Ability to deal with conflict, deadlines, and stressful situations
• Must have, or rapidly acquire, a comprehensive knowledge of the Ontario Human Rights Code and Related Orders, including disability accommodation and accessibility requirements pertaining to passengers and employees

What We Offer

• Commitment to creating a diverse, equitable and inclusive culture that promotes a sense of belonging and represents and reflects the needs of the communities we serve.
• A flexible, hybrid work approach that allows colleagues to find balance between their professional and personal lives and making the most of the benefits of working remotely and purpose-driven in-person collaboration opportunities.
• One of the great benefits of being a full-time TTC employee is becoming a member of TTC defined pension plan.
• A comprehensive package that covers health, dental, vision and more.
• Support for professional development opportunities for all colleagues through a broad range of learning programs that include in-person and online training, leadership development, and support for colleagues’ well-being.

Commitment to EDI

The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQIA+ community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Talent Management at [phone]. Any information received related to an accommodation will be addressed confidentially.

The TTC’s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.

We thank all applicants for their interest but advise only those selected for an interview will be contacted.