Manager, Service Delivery

Lead exceptional customer service initiatives at the Town of Caledon as the Manager of Service Delivery. You will drive strategic improvements and enhance service excellence across all channels.

This is a key leadership role reporting directly to the Director of Corporate Services and the Chief Information Officer. You'll develop and execute innovative customer service strategies, mentor a dedicated team, and oversee the operation of contact centers and service delivery processes. Your expertise in customer feedback analysis and technology integration will empower the organization with crucial insights.

Key Responsibilities:

• Oversee corporate contact centers and in-person service operations

• Develop and implement a customer service strategy

• Create KPIs aligned with Service Excellence guidelines

• Collaborate to build a customer-centric culture

• Mentor staff to enhance problem-solving capabilities

Requirements:

• Minimum 7 years in customer service roles

• 3 years in a leadership capacity

• Degree in Business Administration or related field

• Proficiency in AI-assisted workflows

• Ability to work flexible hours

Elevate service delivery and optimize customer interactions at the Town of Caledon.
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