Manager of Customer Experience

The City of Port Colborne, located on the south coast of the scenic Niagara region, Niagara’s Port of Call has found the perfect balance – successful industrial and commercial sectors, comfortable and scenic residential areas, white sand beaches, unique culinary choices, the world class Sugarloaf Marina, fishing, golfing, trails, shopping districts along the historic Welland Canal – truly a community that adds to the overall Niagara Experience.

Reporting to the, City Clerk, the Manager of Customer Experience helps support the mindset of customer experience excellence, while championing continuous improvement and ensures the consistent delivery of efficient, accurate, and customer-focused services aligned with the City’s Customer Experience vision and guiding principles. The role leads the planning and implementation of key service improvement initiatives and corporate projects, including technology and process enhancements. The role aligns operations with corporate strategy, uses performance metrics to monitor results and inform decision-making, and builds collaboration across the organization to support consistent, high-quality service delivery and exceptional customer experiences.

Duties & Responsibilities

• Collaborate with the Corporate Leadership Team to lead the City's centralized customer service strategy, including the development and implementation of policies and procedures to support and promote continuous improvement and service excellence across the organization.
• Build and maintain strong relationships with internal departments, external partners, and senior leadership to support integrated service delivery and adhere to customer service level standards.
• Provide leadership in the use of data and digital tools to evaluate performance and improve service delivery.
• Research and incorporate best practices of customer experience to better understand customer needs, wants and expectations.
• Lead the development and delivery of organization-wide training, workshops, and education programs to build staff awareness, understanding, and application of customer experience principles, embedding a customer-first mindset across the organization.
• Act as the business lead on corporate projects and initiatives, including the implementation of customer service technologies, ensuring alignment with operational needs and customer experience objectives.
• Responsible for departmental budget.
• Evaluates overall team performance based on the customer experience feedback framework to identify opportunities for team growth and development and provides guidance related to problem-solving and troubleshooting issues.
• Serve as the central intake and coordination point for customer service requests and work orders, ensuring timely routing, tracking, completion, and proactive follow-up with residents to close the loop on service delivery.
• Investigates escalated customer issues, ensuring timely follow-up, clear communication, and resolution outcomes that enhance customer satisfaction.
• Provide leadership in the planning and delivery of corporate programs that advance the City’s customer experience vision and support a customer-centric culture across departments. 
• Oversee the development of tools, resources, and training that support consistent high quality customer service.
• Promote exceptional customer experiences at every interaction, ensuring that decisions prioritize long-term customer value and satisfaction over speed.
• Champion and lead continuous improvement initiatives to enhance service delivery, operational performance, and customer outcomes.
• Collaborates with Communications, Information Systems & Technology and departmental teams to develop appropriate communication to external customers across three main channels of interaction.
• Lead the implementation of customer engagement programs, including analyzing and reporting on customer feedback and service data.

Qualifications

• College Diploma in Business Administration or related field, willingness to enrol in AMCTO Municipal Administration Program.
• Five years of recent and relevant experience in leadership roles in areas such as customer relationship management, contact center operations, customer experience and service delivery, ideally within a public service or dynamic corporate environment.
• Three years supervisory experience in a municipal and/or customer service environment;
• Superior customer service skills and commitment to service excellence and continuous quality improvement;
• Demonstrated knowledge of current and emerging customer service trends, practices and principles;
• Demonstrated experience coaching, team building, managing and developing staff to achieve high levels of performance;
• Advanced analytical, problem-solving, financial administration, organizational and time management skills;
• Must have advanced knowledge and demonstrated proficiency with computer software programs (e.g. Customer Relationship Management System, Excel, Microsoft Outlook, and database applications);
• Excellent verbal and written communication skills;

This is a full-time, permanent position working 35 hours per week. The wage range is $93,700.71 - $109,616.58 and comes with a comprehensive compensation package including benefits and OMERS Pension Plan.

Please apply by uploading a current resume and cover letter. Deadline to apply is September 21, 2026 at 11:59pm.

Current employees please apply on Workday using the Jobs Hub application.

This job posting is for an upcoming vacancy.

We thank all those who apply but advise that only those applicants selected for an interview will be contacted. 

The City of Port Colborne is an equal opportunity employer.  Accommodations are available for all parts of the recruitment process. If contacted for an interview, please advise the Human Resources staff of any measures you feel you need to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Personal information is collected under the authority of the Municipal Act, 2001 (S.O. 2001, c.25) and will be used to select a candidate.