Senior Manager, Customer Experience

Role Overview

• Lead the Future of Customer Service at Toronto Building.
• Support the Director of Customer Experience & Deputy Chief Building Official in overseeing customer service operations, ensuring compliance with the Ontario Building Code Act, Building Code, and Rental Renovation Licence By-law.
• Provide leadership to several Managers, including strategic oversight of the General Inquiries, Intake and Issuance & Payments units.
• Develop and implement detailed plans, recommend policies, and manage all section activities through subordinate managers.
• Provide tools, oversight, and guidance to ensure operational efficiency and service excellence.
• Motivate a diverse workforce, address employee relations issues, ensure high performance, and foster innovation and teamwork.
• Create strategic goals which are monitored and implemented throughout the teams.
• Help design and implement functional policies and long-term programs to enhance business performance.
• Monitor section workplans and champion a customer-first approach that improves service delivery and public experience.
• Act as the divisional lead for the Rental Renovation Licence program, ensuring effective intake processes and quick issue resolution.
• Lead internal customer service committees, driving a culture of service excellence across all public-facing teams.
• Manage business process improvements for tenant, landlord, and public inquiries, especially around building permits and licence applications.
• Oversee the collection of fees, including development charges, parks levies, and Committee of Adjustment fees to ensure compliance with standards and oversight.
• Drive continuous improvement, establishing management practices, KPIs, and performance metrics to monitor and improve service delivery.
• Lead large, complex modernization projects including technology upgrades and ensure communication and stakeholder engagement are well-managed.
• Guide Customer Experience Managers in implementing efficient processes and improving permit intake and processing under the Ontario Building Code.
• Coordinate working groups focused on service delivery improvements and legislative compliance, and support senior leadership at Council, Standing Committee, and Community Council meetings.
• Participate in public and stakeholder meetings, and represent the division on regional, provincial, and national groups.
• Advise on technical issues for complex or sensitive construction projects and assist in mediating internal and external stakeholder disputes.
• Prepare reports and presentations for Council and executive consideration.
• Forecast industry trends and demand, recommend service level and budget adjustments and help allocate divisional resources effectively.
• Liaise with City Councillors, respond to constituent inquiries, and represent the division at committee and community meetings.
• Contribute to strategic planning, problem-solving, and goal-setting across the division.
• Act on behalf of the Director of Customer Experience & Deputy Chief Building Official when required and serve as part of the Extended Senior Management Team.

Requirements

• 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.

Benefits

• Equity, Diversity and Inclusion
• Disability-related accommodation during the application process is available upon request