Manager, Transmission & Client Services

TVOkids; Toronto; On-site; CAD 85,000 - 95,000; Full time

Job summary

TVOkids is seeking a Manager for Transmission & Client Services to lead compliance, oversee staff, and manage budgets within a diverse organization. The role aims to enhance customer satisfaction and process efficiency in a thriving educational impact environment.

Benefits

Public Service Pension Plan

Employee and Family Assistance Plan

Qualifications

• 8-10 years related work experience required.
• High proficiency with RF Transmission theory.
• Familiarity with industry regulations.

Responsibilities

• Oversee service desk functions and compliance.
• Manage Transmission staff and budgets.
• Develop policies and best practices.

Skills

Independent initiative

Excellent communication

Analytical skills

Problem solving

Customer service orientation

Education

College diploma in specialized field

Tools

Microsoft Office

Job description

Position Title: Manager, Transmission & Client Services

Salary range: $85,000 - $95,000

Division: Executive

Reports To: Director, Projects & Facilities

TVO Media Education Group ( TVO ) is a social impact organization devoted to inspiring learning that changes lives and enriches communities. We are an internationally recognized digital learning organization that strives to engage, inform and educate Ontarians of all ages.

A Culture of Inclusion and Belonging

We welcome the unique contribution that you will bring to TVO. We have a diverse workforce and are committed to building a culture within the workplace that brings out the best in everyone. As part of our strategic vision, we have adopted five core values; we embrace change, we value bold thinking, we thrive with diverse voices, we are better together, and we honour our commitments. These values anchor how we work and lay the foundation for a workplace that celebrates differences, encourages self-expression and empowers learning, which we know is a key component to our success.

Who We Are

TVO is an agency of the Ontario Ministry of Education. Through our brands, TVO Kids, TVO Today, TVO ILC and TVO Learn, we provide multi-platform educational programming; ground-breaking original documentaries; in-depth public affairs content; the largest online secondary school in Ontario; and award-winning digital-learning resources that support Ontario’s curriculum.

TVO is a registered charity funded primarily by the Province of Ontario and supported by thousands of sponsors and donors.

The Opportunity

This is a truly exciting time to be at TVO!

The Manager, Transmission & Client Services is responsible for overseeing the service desk functions, security, maintenance, and leasehold improvements as they pertain to TVO’s leased office space. The incumbent will ensure compliance with regulations, health & safety and policy & standards. The manager will oversee the Client Services team to ensure the organization is supported in their evolving business needs.

How you will make an impact

In the first few months, you will clearly learn the current state processes and get familiar with the organizational needs. You will look for cost savings and process improvements to increase customer satisfaction and response times.

Transmission Key job Functions

• Manage Transmission staff and contractors travelling to and working at sites across Ontario in accordance with TVO values, policies and procedures.
• Develop, communicate, implement and oversee policies, procedures and best practices to ensure compliance with federal and provincial regulations suchas conditions of license, health and safety, environment, spectrum management, and to meet business objectives and industry standards.
• Manage transmitter maintenance services provided by TVO: review expressions of interest; develop proposals in consultation with the division's VP; negotiate terms, finalize and execute contracts. Oversee service delivery to transmitter clients and ensure adherence to contract terms. Act as primary technical/operational client liaison.
• Manage TVO transmitter co-location agreements, relationships and site activities where TVO is licensee: initiate renewals, negotiate terms, finalize and execute contracts by working with Legal; monitor and administer contract compliance and site activity.
• Manage operating and capital budgets for the Transmission department. Prepare revenue and cost projections for multi-year planning, annual budgets and forecasts; conduct cost benefit analysis for related activities and support audits as required
• Ensure the timely completion of required inspections related to transmission such as health and safety, tower and fire. Communicate regularly with Transmission staff to ensure the timely and appropriate resolution of deficiencies and technical issues; monitor fault reports, resolve and respond toviewer complaints. Maintain reports in compliance with applicable legislation.
• Manage Transmission documents by maintaining comprehensive records including, but not limited to, proposals, contracts, correspondence, supporting documentation such as technical briefs, environmental assessments and reports in compliance with applicable regulatory requirements and the Record Keeping Act, as required.

Client Services Key job Functions

• Manage TVO’s Client Services team. Promote effectiveness through clear, timely communication with respect to objectives, direction, expectations, performance, and other issues.
• Manage Service Desk responsibilities including SLAs, providing first level support with customer-centric focus, triage, and escalation of more complex issues; on and off-site event set up, shipping & receiving, print shop, office supplies, procurement/installation/moves of office furniture and fixtures, security, health & safety, ergonomic adjustments and parking.
• Engage and manage outside contractors to complete work as required in accordance with TVO policies, legislated requirements and approved budget to meet business needs.
• Serve on TVO’s Joint Health & Safety Committee, provide subject matter expertise on issues related to the building and occupant services, and implement corrective actions as required.
• Oversee management TVO’s automotive fleet (approx. 6 vehicles) includes licensing, acquisition, maintenance, and disposal. Monitor vehicle usage and prepare reports in accordance with TVO policies. Liaise with users on requirements, policies, and procedures.

What you will bring to TVO

• College diploma in a specialized field plus 8 – 10 years related work experience
• A high degree of independent initiative and accountability is required.
• High degree of proficiency with RF Transmission theory, and the electrical and mechanical components of transmitter operations
• Familiarity with industry and work place regulations as they pertain to over-the-air transmission
• Must be an excellent communicator with above average written, verbal and listening skills; able to learn and incorporate technical terminology as appropriate
• Excellent attention to detail which includes numbers and technical terminology
• Must have strong collaborative, planning, analytical, problem solving, and conflict resolution skills
• Must be able to focus on details, multi-task when required, establish priorities, manage conflicting priorities, and work effectively under pressure to meet tight deadlines
• Experienced relationship builder, self-starter, excellent interpersonal and organization skills, coupled with a strong customer service orientation.
• Project management experience is an asset
• Exceptional customer service orientation
• Pro-active with excellent problem solving skills
• Proficient with Microsoft Office: Word, Excel, Outlook and Power Point

TVO & YOU

We are a learning organization. Learning is at the core of everything we do. As part of this commitment, TVO invests in the learning goals of our employees and everyone at TVO commits to developing our own knowledge as well as elevating each other’s through peer-to-peer learning, workshops and lunch and learns. All employees have the option to join the Public Service Pension Plan right on day one and we offer an array of services through our Employee and Family Assistance Plan.

We would be thrilled to have you join us. We’re a tight-knit community – whether you’re a recent graduate or further along in your career, you will get to meet, work with, and be supported by talented and diverse colleagues at all levels. Maybe you’ll even get to meet Polkaroo!

Come build with us.

Find and follow us on: LinkedIn (@tvontario), and X (@TVO).

We invite you to submit your application by June 9, 2025 at 5 pm. Not sure you have everything we’re asking for, but know you can make a big impact? Tell us your story and we will be happy to consider you.

Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process (e.g., including alternate formats of materials, accessible meeting rooms). If you are seeking accommodations during the application or interview process, please advise us as soon as possible so that appropriate arrangements can be made by sending your request to [e-mail] .