Supervisor, Customer Solutions Job at City of Kitchener
Supervisor, Customer Solutions
Competition Number
N#110
Job Code
Posting Date
December 5, 2022
Closing Date
December 18, 2022
Job Status
Permanent Full-Time
The City of Kitchener is a vibrant and dynamic city of approximately 260,000, in the heart of southwestern Ontario. As the largest municipality in Waterloo Region, Kitchener continues to be poised for development and growth, enhancing its reputation as a leader in city-building and innovation, with nationally recognized strategies to build its neighbourhoods, its digital infrastructure and its diverse economy.
The City of Kitchener is WHERE you want to work! Learn more about the top reasons to join us:
Why work at the City of Kitchener
Position Overview:
As the Supervisor, Customer Solutions, you’re passionate about helping the City deliver on the promise of technology – to make it easier and more convenient for citizens to do business with the City online. In this brand-new role, you’ll connect customer service priorities with technology, through a focus on driving strategic and innovative digital service solutions and improvements that simplify the online experience across our customer-facing digital solutions.
You see technology and data collection as innovation partners that influence and drive service improvements and digital transformation across the Community Services Department (CSD) and beyond. And you're a strategic thinker who recognizes synergies between online solutions and service areas and makes connections that enable the City to create efficiencies, improve online functionality and customer experience and enable data collection.
As a digital customer solution thought leader, you have experience in developing and delivering the strategy and roadmap that drives ongoing digitization and improvement of online service solutions. The key to your success has always been your ability to build and maintain great relationships. Combined with your experience working collaboratively across service areas with frontline staff and leadership teams to provide high-value advice and advocacy on potential process optimization, system enhancements and high-value platform integrations, this has made you a preferred partner.
Your strategic outlook and collaborative nature mean that you know how to get the best – not only from people – but from processes, technology and metrics, too. Your extraordinary ability to put yourself in other peoples’ shoes and a strong desire to serve others means that your focus is always on creating excellent customer experiences.
Service to others is what drives you and you pride yourself on being an ambassador of excellence in service. If all of this sounds like you, then we’d like to meet you.
Responsibilities :
- Accountability for CSD’s customer-facing service solutions including, but not limited to: Corporate CRM, TeeOn, ActiveNet, FrontDesk, MyKitchener (citizen portal), and Contact Centre telephony.
- Identifies and recommends new customer service software solutions, integrations or improvements to existing customer-facing solutions that digitize processes, integrate or improve the functionality of existing systems, create efficiencies, enable data collection and/or positively impact the customer experience and/or staff user experience.
- Develops and delivers the strategy and architecture to drive ongoing digitization of services and innovation within CSD and act as the department’s digital customer solution thought leader.
- Recommends and has corporate oversight for new services/widgets to be developed for the MyKitchener portal; designs, develops and deploys MyKitchener widgets.
- Closely collaborates with divisional and departmental leadership across the organization to provide advocacy and advice on process optimization, potential system enhancements and customer-facing digital transformation initiatives for customer-facing digital solutions.
- Maintains and builds vendor relationships for CSD service and information solutions, including understanding vendor’s product road maps and how they apply to the division’s and CSD’s work and vision.
- Leads the development of selection criteria and evaluation of customer-facing information and technology solutions and vendors.
- Corporate expert/thought leader on service data collection and analysis making recommendations to senior management and directors on developing and implementing data collection solutions to best meet their needs.
- Oversees and creates systems/data reporting and benchmarking for services across the organization to inform business cases, business performance, service level setting and decision making.
- Directly manages the work of two Systems Specialists (ActiveNet) with responsibility for interviewing and selection, orientation and training, direction and guidance, performance management.
Requirements :
- Must be reliable with a good attitude and employment record.
- 3-year degree/diploma in a related field (eg. IT, Business)
- Minimum 4 – 7 years related work experience (eg. Business analytics)
- Must be reliable with good attitude and employment record.
- Knowledgeable in a wide range of customer-facing online solutions, particularly systems used within a municipal service environment.
- Demonstrated experience in digitizing services and/or improving online service solutions, particularly systems used in a municipal environment.
- Demonstrated experience building and maintaining internal customer relationships and working with external vendors.
- Excellent verbal and written communication skills, with a demonstrated ability to effectively communicate complex strategies, programs and plans.
- Knowledge of Power BI and Microsoft Dynamics an asset.
The City of Kitchener is committed to an equity-driven, inclusive, accessible, and barrier-free recruitment and selection process, and to ensuring our workforce reflects the full diversity of the community we serve. We welcome applications from Indigenous, Black, racialized and 2SLGBTQ+ persons, as well as other equity deserving groups.
We will accommodate the needs of applicants under the Human Rights Code and Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please contact Human Resources at recruitment@kitchener.ca , or 519-741-2200 ext. 7261 to make your needs known, so that we can support your full and equal participation throughout the hiring process.
We appreciate the interest of all applicants. Only candidates whose skills, experience and qualifications meet the requirements of the position will be contacted.
Please note that as per Human Resources Policy HUM-HIR- 110, "Employment of Relatives of Staff Members and Elected Officials":
"The immediate relatives of staff of the Human Resources Division, all
Directors,
General Managers
, or the Chief Administrative Officer and Elected Officials shall not be employed by the City in any capacity.
The immediate relatives of all other Management personnel shall not be employed where such employment would be:
1. within the same Department in the case of permanent full-time, temporary full
-time and part-time classifications.
2. within the same Division in the case of students."
Department
Community Services
Division
Corporate Customer Services
Union Affiliation
Non-Union/Management
Number of Positions
1
Hours of Work
Monday – Friday 8:30 a.m. to 4:30 p.m.
Location
Initial Location
City Hall
City
Kitchener
Compensation
Salary Range
72,887 - 91,109
Grade/Band
9 (under review)
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