Requisition ID: 19379 Department: Transit Services Dept. Service: Transit Strat Comm&External Rel Service Branch: Transit Strategic Communications Branch Employment Type: 1 Full-time Permanent Work Hours: 35.00 hours per weekAffiliation: MPE Salary Information: $113,700.86 - $143,798.20 annually (2025 rates of pay)Location: Transit Service, 1500 St.Laurent City: Ottawa, ON Job Category: Transit Services - OC Transpo Application Close: 16/10/2025JOB SUMMARY The Strategic Communications and External Relations (SCER) Service Area coordinates all Transit-related external communications to support the Transit Services department in achieving its strategic priorities and to enhance the OC Transpo brand. As part of SCER, the Customer and Community Relations unit is responsible for delivering a broad range of program areas and services focused on continual improvement of customer experience and understanding of OC Transpo's services through community relations activities like outreach and events, the department's social media presence and councillor relations. You are responsible for ensuring support to transit customers though management of social media. You develop strategies to support campaigns, customer service improvements and organizational initiatives, and look for opportunities to continually improve OC Transpo's social media presence on existing or new channels through content creation. You oversee a team that provides customer alerts and information during service interruptions that could occur seven days a week, and support issues management or crisis communications during these times. Using key performance indicators, the role designs and manages a community relations program that provides a positive customer experience and enhances the public's understanding of OC Transpo's services. This includes community events, managing internal and external partnerships and relationships, and outreach for major campaigns or service changes. You also oversee the department's councillor relations program, ensuring timely responses, relationship management and continually look for ways to enhance overall coordination. You are also responsible for developing and monitoring operating budgets, and for managing the human resources of the Unit, including hiring, termination, performance management and discipline of staff, as necessary.EDUCATION AND EXPERIENCE Completion of 4 year university degree in public relations, journalism, business administration, communications, public administration, or a closely related field. Minimum of 8 years of increasingly responsible professional customer service and public relations experience including at least 5 years of staff and program supervision. Significant experience in or exposure to a customer service environment (i.e.. call centre, client service centre, technical support centre, etc.). Experience in a public transit or passenger transportation operation is an asset. KNOWLEDGE General knowledge of the City of Ottawa and of corporate and departmental policies and procedures Financial management practices and budget processes Methods used to deal with the media in a professional manner Standards specific to specialty area Equipment operation specific to specialty area Thorough knowledge of customer service, promotional, market research and public relations theories, techniques and practices; Strategic planning process; Knowledge of call centre and/or customer centre practices and operations; Knowledgeable of all pertinent legislation, by-laws, regulations and standards applicable to OC Transpo or demonstrated ability to acquire this knowledge Working knowledge of management principles and practices; Working knowledge of public transit operations and marketing practices and procedures; Tender call and contract administration. Structure and process of government, including inter-governmental stakeholders. Supervisory experience and motivational techniques. Working knowledge of corporate human resource policies, practices and collective agreements related to managing in a unionized environment, including hiring, dismissal, performance management and the grievance procedure Computer applications, including MS Office, Excel Must possess the training, experience and knowledge to organize the work and its performance. Must be familiar with all applicable health and safety legislation, have knowledge of any potential or actual danger to health or safety in the work place, and have knowledge of appropriate actions to be taken in order to ensure the health and safety of staff in accordance with applicable legislation and City policies and procedures. COMPETENCIES, SKILLS AND ABILITIES Core Behaviours Core behaviours define the City's expectations of the behaviours employees should demonstrate in performing their work. They are reflective of the City's culture and values and guide all our present and future activities. Every employee is encouraged to learn, embody, and demonstrate these core behaviours. Review the Core Behaviours. Leadership Competencies The City has defined key competencies that leaders are expected to embody and demonstrate to successfully move the organization towards achieving its strategic objectives and create an organizational culture that supports and empowers employees to excel, grow and reach their full potential. These leadership competencies and associated behaviours are expected to be demonstrated by leaders at all levels of the organization. Review the Leadership Competencies. WHAT YOU NEED TO KNOW Language Requirement: Designated Bilingual – specific level of language proficiency: French: oral, reading, writing English: oral, reading, writing Candidates who do not meet language requirements will be required to participate in training. Police Record Check: The successful candidate will be required to complete a Criminal Records and Judicial Matters Check (Level 2) with the Police Services detachment in their jurisdiction to the City of Ottawa’s satisfaction.; Police record checks completed by a third-party company will not be accepted. Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements. Please save a copy of the job poster. Once the closing date has passed, it will no longer be available. We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted. The City of Ottawa promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act and the Ontario Human Rights Code. We encourage applications from members of Indigenous, Black and other racialized communities, persons with disabilities, women and non-binary persons, persons of all ethnic origins, religions, sexual orientations, classes, gender identities and expressions. Candidates are encouraged to self-identify as a member of one or more designated employment equity groups in the self-identification questionnaire. The City of Ottawa provides accommodation to applicants during all parts of the hiring process, upon request. If contacted to proceed to the selection process, please advise us if you require any accommodation. Accessible formats and communication supports are available upon request. Please contact the Employee Service Centre at 613-580-2424 extension 12211 or via email at esc-cse@ottawa.ca.
