Manager, Service Experience and Reporting

Job Description

Job title: Manager, Service Experience and Reporting

Company: City of Edmonton

Job description: Step into a pivotal role shaping the future of Edmonton! As the Manager of Service Experience and Reporting, you’ll partner with the Director of Department Strategy to envision and drive the City’s evolution. Collaborating with branches across enabling services departments, including the Office of the City Manager, Financial and Corporate Services, and Employee Services, you’ll lead strategic planning, performance management and the implementation of continuous improvement projects.What will you do?

• Apply a customer service lens, taking diverse end-user experiences into account
• Assist in the development of implementation plans to advance service design initiatives and achieve the City’s goals
• Ensure alignment with related corporate frameworks, systems and processes through a customer-centric approach, test/prototype solutions and continually improve design of services
• Facilitate quality information gathering, integration and sharing for department-level reporting
• Conduct business-specific research, business intelligence and analytics in accordance with corporate policies and standards to ensure corporate governance
• Coordinate analytics and business intelligence to align with business strategy and risk mitigation
• Lead service review implementation within branches with support from the Strategy Innovation and Performance Branch as needed
• Evaluate and report on the effectiveness of improvements
• Monitor and prepare regular reporting, including progress towards identified goals and outcomes, enterprise performance management and performance measures
• Regularly monitor, analyze and evaluate performance measures to identify trends and issues, identify areas for improvement, and make recommendations for corrective action to improve service delivery
• Maintain, develop and promote effective relationships and communication with internal and external stakeholders
• Lead, establish and exemplify the desired culture
• Demonstrate accountability, and establish the ability to hold others accountable
• Ensure employees are empowered, have the competencies, and are well equipped to perform their roles
• Manage employee issues and facilitate disciplinary actions and processes

Qualifications

• Education in Business Administration, Economics, Public Administration, Information Systems, Computing Science or a related discipline
• Experience in a leadership role within a large, complex organization

Assets:

• Certification or coursework/training in data governance/management, service design, strategic planning; public administration; project management; change management; or other leadership training

Skills required for success:

• Leadership and Management: Proven ability to lead teams, manage change, build talent, and create data-driven environments
• Project and Process Execution: Experience managing complex projects, implementing system changes, and ensuring timely delivery
• Performance Management: Experience developing, evaluating and monitoring department and branch performance measures
• Communication and Collaboration: Strong interpersonal skills, fostering relationships, and working collaboratively with diverse stakeholders
• Human Resources and Empowerment: Expertise in HR functions, including recruitment and performance management, coupled with the ability to delegate and empower others
• Alignment to our Cultural Commitments and Leadership Competencies (

) * Embracing a culture of equity, diversity, reconciliation and inclusion (
) * Applicants may be testedConditions of employment and work environment:

• Up to: 1 temporary, full-time position for up to 18 months
• Hours of work: 36.9 hours per week, Monday – Friday
• Salary Range: $102,590 – $128,237 (Annually)
• This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite.
• This position is eligible for the EDO program (Earned Day Off).
• Management and Out-of-Scope positions at the City of Edmonton are being reviewed for possible inclusion in the Civic Service Union 52 bargaining unit. If this position is impacted, the incumbent will be notified accordingly.

The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact . Learn more about our benefits .Talent sourced through this process may be considered for similar opportunities within the City of Edmonton.Talent Acquisition Consultant: AS/MZEdmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.

Location: Edmonton, AB

Job date: Sat, 26 Apr 2025 22:01:37 GMT