The Customer Experience (CX) Division leads enterprise-wide initiatives to improve how residents and businesses interact with the City. Focused on enhancing service excellence, the Division supports cross-corporate collaboration, innovation, and accountability through data-driven insights, experience design, and customer-first strategies.
The Project Manager 311, working within the Customer Experience Business Transformation & Sustainment Unit, leads the planning, management and delivery of the CX Division's capital projects, including 311 State of Good Repair initiatives, such as those related to CRM systems and telephony/contact centre technology, integration initiatives, and complex organizational, operational and culture change projects. The Project Manager 311 develops business cases, recommendations, and progress reports, and advances business process and governance improvements that strengthen service delivery, resource utilization and accountability in support of divisional and corporate priorities.
Reporting to the Director, Strategy, Insights & Planning, the Project Manager 311 works with senior leaders and stakeholders across the City to coordinate project governance, manage budgets and timelines, and lead cross-divisional teams to ensure projects are delivered on time, within budget and to established quality standards.
Major Responsibilities:
Transformation Project Management
- Develops and implements detailed plans and recommends policies regarding program specific requirements.
- Applies the project management body of knowledge to the planning and execution of multiple capital projects in a municipal context.
- Identifies stakeholder requirements including developing, monitoring and executing project plans.
- Plans and implements complex organizational, operational and culture change projects.
- Manages 311’s State of Good Repair (SOGR) and integration capital projects.
- Ensures project staff and Divisional stakeholders complete all assigned deliverables on time, on schedule and on budget and at quality.
- Reviews and makes recommendations on project deliverables to ensure City obligations are met and are in compliance with Project Management standards.
Business Process Re-engineering & Continuous Improvement
- Conducts research, identifies stakeholder requirements, and analyzes business processes looking for opportunities to optimize operational efficiencies, effectiveness and service delivery to the clients.
- Identifies and recommends approaches for addressing program/activity gaps and issues, ensuring alignment with other City and divisional priorities and objectives.
- Develops recommendations, analyzes impacts, develops business cases, and action plans to support proposed business solutions.
- Focuses on opportunities for improved service delivery, efficiencies, coordination, knowledge sharing, economies of scale, more effective use of resources, and clearer lines of accountability.
- Analyzes the impact of project deferrals and develops a business case to ensure that approvals are signed off.
Cross-Divisional Collaboration & Stakeholder Management
- Manages and coordinates activities involving 311 stakeholder divisions including co-ordination of stakeholder input, project design, training and model development, and identifies issues and concerns to the Project Team for resolution.
- Consults with internal and/or external stakeholder groups throughout the project lifecycle including facilitating workshops, focus groups, and steering committee and workgroup meetings to ensure input into the new governance model.
- Leads sub-project status meetings with assigned sub-project teams and ensures execution of the action items documented at project team meetings.
- Manages and reports sub-project progress to 311 Senior Management Team with respect to technology, staffing levels, cost, schedule, and deliverables.
- Monitors work output and reviews project deliverables.
- Supports the evaluation of tender documents and consultant proposals and approval.
- Prepares detailed and timely reports, records, schedules, monthly status reports, initiates correction of deficiencies, warranty items as required by the Manager.
- Develops and maintains project plans and documentation including templates, spreadsheets, reports, briefing notes, presentations and ensures work stream documentation is classified and maintained in the project document repository.
- Prepares reports for the Manager and Director, making recommendations on changes in business methods and processes including appropriate staffing levels and resource allocation.
- Assists in the preparation of necessary reports to the Committee and Council.
People Leadership & Administration
- Manages, motivates and trains the unit's staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
- Supervises the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and controls vacation and overtime requests. Monitors and evaluates staff performance, approves salary increments and recommends disciplinary action when necessary.
- Develops, recommends and administers the annual budget for the unit, and ensures that the unit's expenditures are controlled and maintained within approved budget limitations.
- Ensures compliance with union Collective Agreements and City policy.
Key Qualifications:
- Post-secondary education in a field related to business transformation, change management, business management or an equivalent combination of education and experience. Professional certification in project management, business process improvement, or change management (e.g., PMP, Prosci, Lean Six Sigma, BPM or similar designation) is considered an asset.
- Extensive experience leading major enterprise-wide transformation initiatives in a project leadership capacity within a customer service, service delivery, public sector, or related business environment, utilizing project management, change management and process improvement methodologies (e.g., Prosci, Lean Six Sigma or similar).
- Extensive experience leading business process re-engineering and redesign initiatives, including assessing current state processes, identifying operational improvement opportunities, developing business cases and recommendations, and implementing sustainable solutions that support service transformation and organizational change.
- Experience leading cross-functional teams and delivering large, complex, multi-stakeholder projects, including managing project plans, developing product roadmaps, leading stand-ups, monitoring performance through dashboards, and preparing reports, presentations and briefings for executive sponsors and senior leadership.
- Experience introducing AI or automation solutions in an organizational setting, including leading the people side of adoption, is considered an asset.
- Ability to effectively manage multiple competing priorities and stakeholder needs while delivering outcomes on complex, highly visible projects, utilizing Agile and other project delivery methodologies.
- Ability to support stakeholders in cultural and service transformation and adoption.
- Ability to lead, make bold data-driven decisions, transform and influence, while effectively collaborating with stakeholders at all levels.
- Ability to supervise, motivate, coach and develop staff, foster a collaborative and high-performing team environment, and effectively manage performance in support of divisional and project objectives.
- Superior analytical, interpersonal, problem-solving, and conflict resolution skills, with the ability to navigate complex situations and deliver effective solutions.
- Highly proficient in the use of Microsoft Power Suite, SharePoint, Power BI, and Tableau, with familiarity with AI productivity tools such as Microsoft Copilot preferred.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.
Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.
