Senior Manager Customer Experience

Lead Customer Service Operations at Toronto Building

As the Senior Manager Customer Experience, you will support the Director of Customer Experience & Deputy Chief Building Official in overseeing comprehensive customer service operations. This includes ensuring strict compliance with the Ontario Building Code Act, Building Code, and Rental Renovation Licence By-law. A key aspect of this role involves providing strategic leadership and guidance to several Managers, specifically across the General Inquiries, Intake and Issuance, and Payments units.

Core Responsibilities and Accountabilities

You will be instrumental in developing and implementing detailed plans, recommending critical policies, and managing all section activities through your subordinate managers. Your leadership will ensure operational efficiency and service excellence by providing necessary tools, oversight, and guidance. As a strong people leader, you will be expected to motivate a diverse workforce, proactively address employee relations issues, ensure high performance standards, and foster a culture of innovation and teamwork. Operationally, you will establish strategic goals that are carefully monitored and implemented throughout all teams.

Working in close collaboration with senior leadership, you will contribute to the design and implementation of functional policies and long-term programs aimed at enhancing overall business performance. You will actively monitor section workplans and champion a customer-first approach that consistently improves service delivery and the public experience. You will also serve as the divisional lead for the Rental Renovation Licence program, focusing on effective intake processes and swift issue resolution. Leading internal customer service committees, you will drive a culture of service excellence across all public-facing teams.

This role involves managing significant business process improvements for tenant, landlord, and general public inquiries, particularly concerning building permits and licence applications. You will oversee the accurate collection of fees, including development charges, parks levies, and Committee of Adjustment fees, ensuring full compliance with established standards and oversight. A commitment to continuous improvement is vital, requiring you to establish robust management practices, Key Performance Indicators (KPIs), and performance metrics to monitor and enhance service delivery. You will lead large, complex modernization projects, including technology upgrades, and ensure effective communication and stakeholder engagement. Furthermore, you will guide Customer Experience Managers in implementing efficient processes and improving permit intake and processing under the Ontario Building Code.

You will coordinate working groups focused on service delivery improvements and legislative compliance, providing essential support to senior leadership at Council, Standing Committee, and Community Council meetings. Your role will extend to participating in public and stakeholder meetings, and representing the division on various regional, provincial, and national groups. Advising on technical issues for complex or sensitive construction projects and assisting in mediating internal and external stakeholder disputes are also key responsibilities. You will prepare comprehensive reports and presentations for Council and executive consideration.

By forecasting industry trends and demand, you will recommend service level and budget adjustments and contribute to the effective allocation of divisional resources. You will liaise with City Councillors, respond to constituent inquiries, and represent the division at committee and community meetings. As a senior leader, you will contribute to strategic planning, problem-solving, and goal-setting across the division. You will also act on behalf of the Director of Customer Experience & Deputy Chief Building Official when required, serving as an integral part of the Extended Senior Management Team. Finally, you will handle media inquiries, clearly explain technical or policy matters, and ensure all operations meet compliance standards under the Occupational Health and Safety Act and other applicable regulations.

Key Qualifications

• Post-secondary education in a discipline relevant to the job function, or an equivalent combination of education and experience.
• Extensive experience leading customer‑focused operations in fast‑paced environments, managing diverse teams, ensuring compliance, and resolving stakeholder inquiries.
• Considerable experience with policy and program development, implementation and process improvement, as it relates to improving customer experience.
• Qualified or in the process of obtaining qualifications, or able to complete and achieve qualifications as a manager, as required and administered by the Ministry of Municipal Affairs and Housing in accordance with the Ontario Building Code Act.
• Exceptional interpersonal and communication skills, with the ability to effectively engage and collaborate with internal and external stakeholders at all levels, including government officials, industry partners, and community members.
• Ability to effectively lead and implement proactive and progressive change to redesign business processes, policies and procedures and to facilitate operational improvements.
• Excellent analytical, technical, interpersonal, problem solving, and conflict resolution skills.
• Comprehensive knowledge of relevant legislations, regulations, codes, collective agreements and policies such as the Employment Standards Act, Human Rights Act, Occupational Health and Safety Act, WHMIS, etc.
• Possession of a valid G or G2 license and access to a vehicle.

Key skills/competency

• Customer Service Leadership
• Operational Management
• Regulatory Compliance
• Team Leadership
• Policy Development
• Process Improvement
• Stakeholder Engagement
• Project Modernization
• Public Relations
• Strategic Planning