Customer Experience Manager

Position: Customer Experience Manager for City
Lead the Customer Experience team at the City of Edmonton, providing strategic direction and oversight for community engagement. Join us in enhancing service delivery across recreation and leisure facilities.

In this Manager, Customer Experience role, you’ll be part of the leadership team, overseeing approximately 130 staff. You’ll drive initiatives, manage key priorities, and ensure alignment with the Community Recreation & Culture Branch goals. The position emphasizes leadership, strategic planning, and strong communication skills for effectively navigating city operations.

Key Responsibilities:

• Lead, supervise, and coach a diverse team of staff

• Develop and implement effective operational procedures

• Manage escalated customer concerns and inquiries

• Build strong interdepartmental relationships for alignment

• Oversee delivery of special projects and strategic initiatives

Requirements:

• Knowledge in Marketing, Business Management, or relevant fields

• Experience in customer strategy and conflict resolution

• Proven leadership skills to manage high-performing teams

• Strong verbal and written communication abilities

• Valid Alberta Class 5 driver’s license required

Be a driving force in enhancing customer experiences across the City of Edmonton's recreation services.
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