Manager, Service Design and Customer Experience

Requisition ID: 42424

Organization

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world's most liveable and environmentally sustainable cities. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

Main Purpose and Function

The Manager, Service Design and Customer Experience is responsible for strategic planning, directing and co-ordinating the operations and development of the customer experience team. The role focuses on designing and implementing solutions that elevate the customer experience across various channels, ensuring seamless interactions with our services and products. Additionally, the manager is responsible for optimizing the performance of the 311 Contact Centre and Service Desk across the enterprise. They also collaborate with other business and technology leaders to design, implement, deliver, and operate enterprise services and solutions that generate business value.

The manager will spearhead the development, implementation, and expansion of a comprehensive service design practice, which includes establishing a Centre for Enablement. This centre will empower teams throughout the organization to adopt service design principles and best practices, ensuring a consistent and impactful approach to service delivery within the organization. The role will collaborate cross-functionally to enhance design and delivery of products and services, ensuring that customer and employee needs are at the forefront of all decisions.

In addition, the manager provides senior level business and technical leadership, guiding the planning and development of business assessment on processes, systems, staffing and service models. They are also responsible for managing technical projects of significant size from planning and design through execution and implementation.

The role contributes to departmental planning activities, making recommendations for changes in methods processes and procedures that may impact financial and operational areas as well as staffing workloads, working conditions, changing in positions, or staffing levels.

Specific Duties/Responsibilities

• Provides strategic leadership and guidance to the 311 Contact Centre and ServiceDesk. Directly manages staff, contractors, and vendors to ensure successful delivery of the Annual Technology Plan as well as operational targets. Guides team supervisors in the evaluation and resolution of complex problems, with a focus on assessing the risk and impact of technology solutions and changes on individual business units.
• Provides guidance, structure, and strategic thought leadership to support successful implementation of strategic and operational initiatives and actively partners with City Departments and other internal stakeholder groups to understand their vision, business direction and assess opportunities and risks.
• Establishes and leads project delivery for strategic and tactical priorities, defining project goals, objectives, risks, resources, roles and responsibilities, work breakdown structure, milestones, and deliverables, working collaboratively with Technology Program Managers as required.
• Establishes and fosters positive departmental relationships between business units and Technology Services and supports the management of Service Level Agreements and Operating Agreements with departmental contacts.
• Represents Technology Services department at senior management levels across organization to ensure cohesion as the Technology Services team evolves its processes and procedures.
• Develops and implements strategies to enhance the customer experience, while working cross-functionally with business units to drive improvements in services and products.
• Leads CX improvement initiatives by applying human-centered design principles and methodologies, with a focus on creating an integrated experience across all touchpoints.
• Identifies and measures key KPIs and metrics for transformation opportunities in customer experience, while driving a continuous process improvement culture within the organization.
• Actively collaborates with business leaders to better understand business drivers, challenges and strategies, and uses this knowledge to improve outcomes for end users through the effective management of the 311 Contact Centre and ServiceDesk.
• Provides leadership to staff including hiring, assigning responsibilities, evaluating performance, coaching, career development, succession planning, mentoring, training and development, providing feedback and discipline up to and including termination.
• Responsible for digital and technology platforms and/or products that support critical City of Vancouver business service delivery (e.g., 311 call centre business applications and processes). Ensures secure and effective design implementation and maintenance of platforms / product to support business continuity.
• Accesses highly sensitive strategic and business information (e.g., business strategy, vendor pricing, etc.) and uses this to inform strategic decision making that materially impacts service delivery to both staff and members of the public.
• Defines reporting needs and requirements, collaborating and works with the Data and Analytics Team to develop data products for measuring customer interactions, service levels, and call metrics. Reviews data post-implementation to measure success and participates in establishing standards of continuous improvement.
• Assists the Senior Manager, Digital Services and Customer Experience to develop capital and operational budgets.
• Other duties/responsibilities as assigned.

Qualifications

Education and Experience:

• Bachelor's degree in computer science, computer engineering, or business administration and a minimum of seven (7) years of experience in business process management, implementing technological change, and leading a team of analysts within the public sector or large multi stakeholder organization, or an equivalent combination of education, training and experience.
• Experience in process documentation, business process reviews, and reengineering techniques.
• Experience in decision making with new business processes and operational improvements.
• Experience in service design practice, leveraging human-centered design principles, tools and methodologies.

Knowledge, Skills and Abilities:

• Extensive knowledge of leadership/management practices and procedures.
• Extensive knowledge of application lifecycle management.
• Thorough understanding of modern contact centre operations, including user, customer and employee experience optimization.
• Demonstrated expertise in leading and managing centre for enablement or similar initiatives.
• In-depth knowledge of human-centred design principles and methodologies.
• Superior research and organizational skills.
• Strong attention to detail and creative problem-solving skills.
• Excellent customer service skills and expertise in relating to vendors, c-suite stakeholders and business colleagues.
• Strong problem-solving approach and ability to understand new business models and domains.
• Demonstrated operational and project management skills: outcome focused and team oriented.
• Demonstrated problem solving and negotiation skills in a complex business environment.
• Ability to analyze and anticipate implications of system changes on work processes and procedures.
• Ability to effectively and positively influence others in a team-oriented, collaborative environment.
• Ability to foster and support professional development of team members and guide career planning conversations to set them up for success.
• Ability to communicate effectively; foster high standards; coach; inspire and manage multi-disciplinary teams in a fast-paced, performance-focused environment using excellent interpersonal, visual design, presentation and written skills.
• Ability to establish and maintain effective working relationships with a variety of internal and external contacts and team members to provide advice, information, and assistance.
• Ability to handle business critical, confidential, and sensitive information.
• Ability to work under pressure, manage multiple priorities and respond to requests in a timely manner.

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work remotely 1 - 4 days a week from locations that are a daily commutable distance from their work at a City worksite. At this time this position is eligible to be part of the Flexible Work Program.

Business Unit/Department: IT, Digital Strategy & 311 (1070)

Affiliation: Exempt

Employment Type: Regular Full Time

Position Start Date: November, 2024

Salary Information: Pay Grade RNG-111: $121960 to $160467 per year

Application Close: November 3, 2024

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply. Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion.

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