Position Type:

Regular Full Time (RFT)

Closing Date:

June 9, 2026

Salary/Wage Range:

$124,099.00 - $155,124.00

Working for the City of Burlington

A great career is closer than you think. Come work for the City of Burlington, where you'll be joining an innovative and progressive workplace focused on building a 21st century city that respects the diversity of our residents, visitors and employees; and prioritizes continuous opportunities for you to learn and grow.

We don't just spend time attracting the best talent. We spend time and resources to keep the best talent. This may include: flexible working hours, mobile and hybrid working arrangements, a great pension and benefits package, as well as programs to foster innovation and leadership.

Type of Vacancy

Existing Vacancy

Hours of Work

35 hours per week

Department

Customer Experience

Location

This position is eligible for a hybrid work model. When attending an event or meeting in person, your primary office location will be based out of City Hall Work location is subject to change at the discretion of the City due to operational demands. Effective September 2027, this role will be required to be on site 50% of the time each month.

Position Overview

Reporting to the Director, Community Relations & Customer Experience, the Manager, Customer Experience (Service Burlington) provides strategic and operational leadership for the City’s corporate contact centre. The role is accountable for overseeing operations, including monitoring service levels, managing performance, and responding to evolving service demands.

The Manager champions 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.

Responsibilities

The Manager, Customer Experience (Service Burlington) is responsible for:

Leadership & Corporate Program Delivery:

• Provide leadership in the planning and delivery of corporate programs and initiatives that advance the City’s Customer Experience vision and support a customer-centric culture across departments.
• Ensure Service Burlington operations are effectively resourced, with appropriate workforce planning, training, and performance management practices in place to achieve service objectives.
• Oversee the development of tools, resources, and training that support consistent, high-quality customer service, incorporating input from CX committees and working groups.

Operations & Service Delivery:

• Oversee the operation of the City’s corporate contact centre, ensuring service levels are met, performance is actively managed, and service delivery adapts to changing needs.
• Collaborate with cross-functional teams to strengthen relationships and improve the effectiveness of the corporate contact centre model.
• Lead the identification and implementation of service improvements across policies, processes, systems, technology, and service delivery channels.

Performance, Projects & Continuous Improvement:

• Champion and lead continuous improvement initiatives to enhance service delivery, operational performance, and customer outcomes.
• Act as the business lead on corporate projects and initiatives, including the implementation of customer service technologies (e.g., CRM and telephony systems), ensuring alignment with operational needs and customer experience objectives.
• Oversee business planning, including establishing key performance indicators and using metrics to monitor results and support decision-making.
• Lead the implementation of customer engagement programs (e.g., Voice of the Customer), including analyzing and reporting on customer feedback and service data.
• Provide leadership in the use of data and digital tools to evaluate performance and improve service delivery.

Financial Management:

• Manage operating and capital budgets, ensuring effective financial planning, monitoring, and reporting in alignment with corporate priorities.

Stakeholder Relations:

• Build and maintain relationships with internal departments, community stakeholders, and external partners to support coordinated, customer-focused service delivery.
• Promote alignment with corporate customer experience standards and practices across the organization.

Other Duties:

• Perform other related duties as assigned

Requirements

• Post-secondary degree in Business Administration, Public Administration or related field
• Over 4 years, up to 7 years of municipal government or business experience, of which at least 3 must be in the public sector management level.
• Progressive experience leading contact centre operations
• Possess a comprehensive understanding of the municipal environment, with a proven ability to lead strategically, think innovatively, and build strong relationships.
• Demonstrate exceptional analytical, technical, and project management skills, particularly in customer experience and CRM implementation, complemented by extensive experience in corporate operations, performance measurement, policy development, staff management, and budget oversight.
• Skilled in prioritizing and managing multiple demands under tight deadlines.
• This position may require occasional travel between sites and/or City facilities.

Police Check Requirement

This position requires the successful candidate to provide a clear criminal record check at their own expense.

Accommodations

In accordance with the Accessibility for Ontarians with Disabilities Act, the City of Burlington accommodates the individual needs of applicants with disabilities within the recruitment process. Please call us at 905-335-7602 or email us at: hr@burlington.ca if you require accommodation to ensure your equal participation in the recruitment and selection process.

Note to Applicants:

We thank all those who apply for positions, but only those applicants who are invited for an interview will be contacted.