Position Type:Contract (Full Time) (Fixed Term)
Contract Duration:18 months
Closing Date:April 30, 2025
Salary/Wage Range:$148,815.00 - $186,019.00
Hours of Work: 35 hours per week
Department: Customer Experience
Working for the City of Burlington
A great career is closer than you think. Come work for the City of Burlington, where you'll be joining an innovative and progressive workplace focused on building a 21st century city that respects the diversity of our residents, visitors and employees; and prioritizes continuous opportunities for you to learn and grow.
We don't just spend time attracting the best talent. We spend time and resources to keep the best talent. This may include: flexible working hours, mobile and hybrid working arrangements, a great pension and benefits package, as well as programs to foster innovation and leadership.
Location
This position is eligible for a hybrid work model. When attending an event or meeting in person, your primary office location will be based out of City Hall. Work location is subject to change at the discretion of the City due to operational demands.
Position Overview
The Director of Community Relations and Customer Experience will lead key initiatives within the City of Burlington's Customer Experience (CX) department, including the development and implementation of a unified CX strategy. This leadership role will provide strategic direction, ensuring alignment with divisional priorities and community needs. By fostering cross-departmental collaboration, the Director will support the design and delivery of service enhancements that reflect both community expectations and city standards. Working with internal teams and external partners, they will build local capacity and leverage data and insights---including voice-of-the-customer feedback---to identify service gaps, inform decision-making, and drive measurable enhancements across departments.
Responsibilities
- People Leadership and Performance Management: Oversee the Customer Experience team including operations of the City's Customer Contact Centre, ensuring exceptional service delivery across all channels. Develop and implement key performance indicators (KPIs) to measure team effectiveness and customer satisfaction. Provide coaching, feedback, and professional development to staff while driving continuous improvement based on data-driven insights.
- Strategic Oversight of Corporate CX Initiatives: Lead the development and execution of corporate customer experience strategies to enhance service quality, innovation, and modernization. Establish performance metrics and track divisional KPIs, working closely with senior leaders to implement strategic initiatives.
- Customer Service Integration: Foster collaboration across departments to streamline service delivery and improve customer satisfaction. Lead the deployment and adoption of the new Customer Relationship Management (CRM) system, ensuring successful integration across city departments.
- Strategic Management of Customer Inquiries and Stakeholder Relationships: Oversee the management of customer inquiries, ensuring all concerns are addressed in a timely and efficient manner. Develop systems and processes to improve responsiveness and service quality. Build and maintain strong relationships with internal and external stakeholders, ensuring alignment on priorities and driving continuous service improvements.
Requirements
You have a post graduate Degree in Business, Social Sciences or related field. You have a minimum 7 years of experience. This position may require occasional travel between sites and/or City facilities.
Accommodations
In accordance with the Accessibility for Ontarians with Disabilities Act, the City of Burlington accommodates the individual needs of applicants with disabilities within the recruitment process. Please call us at 905-335-7602 or email us at: **@burlington.ca if you require accommodation to ensure your equal participation in the recruitment and selection process.
Note to Applicants:
We thank all those who apply for positions, but only those applicants who are invited for an interview will be contacted.
