Manager of Customer Experience

The City of Port Colborne, located on the south coast of the scenic Niagara region, Niagara’s Port of Call has found the perfect balance – successful industrial and commercial sectors, comfortable and scenic residential areas, white sand beaches, unique culinary choices, the world class Sugarloaf Marina, fishing, golfing, trails, shopping districts along the historic Welland Canal – truly a community that adds to the overall Niagara Experience.

Reporting to the, City Clerk, the Manager of Customer Experience helps support the mindset of customer experience excellence, while championing continuous improvement and ensures the consistent delivery of efficient, accurate, and customer-focused services aligned with the City’s Customer Experience vision and guiding principles. The role leads the planning and implementation of key service improvement initiatives and corporate projects, including technology and process enhancements.

The role aligns operations with corporate strategy, uses performance metrics to monitor results and inform decision-making, and builds collaboration across the organization to support consistent, high-quality service delivery and exceptional customer experiences.

• Collaborate with the Corporate Leadership Team to lead the City’s centralized customer service strategy, including the development and implementation of policies and procedures to support and promote continuous improvement and service excellence across the organization.
• Build andmaintainstrong relationships with internal departments, external partners, and senior leadership to support integrated service delivery and adhere to customer service level standards.
• Provide leadership in the use of data and digital tools to evaluate performance and improve service delivery.
• Research and incorporate best practices of customer experience to better understand customer needs, wants and expectations.
• Lead the development and delivery of organization-wide training, workshops, and education programs to build staff awareness, understanding, and application of customer experience principles, embedding a customer-first mindset across the organization.
• Act as the business lead on corporate projects and initiatives, including the implementation of customer service technologies, ensuring alignment with operational needs and customer experience objectives.
• Responsible for departmental budget.
• Evaluates overall team performance based on the customer experience feedback framework to identify opportunities for team growth and development and provides guidance related to problem-solving and troubleshooting issues.
• Serve as the central intake and coordination point for customer service requests and work orders, ensuring timely routing, tracking, completion, and proactive follow-up with residents to close the loop on service delivery.
• Investigates escalated customer issues, ensuring timely follow-up, clear communication, and resolution outcomes that enhance customer satisfaction.
• Provide leadership in the planning and delivery of corporate programs that advance the City’s customer experience vision and support a customer-centric culture across departments.
• Oversee the development of tools, resources, and training that support consistent high quality customer service.
• Promote exceptional customer experiences at every interaction, ensuring that decisions prioritize long-term customer value and satisfaction over speed.
• Champion and lead continuous improvement initiatives to enhance service delivery, operational performance, and customer outcomes.
• Collaborates with Communications, Information Systems & Technology and departmental teams to develop appropriate communication to external customers across three main channels of…