Job Description

Status
Temporary Full-Time
Temporary - Approximate length of assignment, in months
4
Type of Position
a Replacement
Start Date
immediate
Salary
Per hour
Salary Grade
$51.52 - $55.98
Department
York Region -> Public Works -> SustainabilityComm&Innovation
Location
50 High Tech Road, - Richmond Hill, ON L4B4N7 CA (Primary)

Hybrid work opportunities may apply - CA

(E)

ABOUT US

Almost 1.2 million residents call York Region home, making it one of the largest regions in Canada - and the fastest growing with a population that's expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.

WHAT WE OFFER

Consistently named one of Canada's Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace - aligned with our vision to create strong, caring and safe communities both within and outside our walls.

Defined Benefit Pension Program

- With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.

Employer of Choice

- Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.

Benefits and Wellness

- Employees and their loved ones have access to a comprehensive employer-paid benefits plan that includes extended health, dental and life insurance, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services.

Inclusive and Diverse Workforce

- We're committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.

ABOUT THE ROLE

This position is responsible for supporting and leading customer service programs and initiatives across the department. Monitors opportunities and trends that may impact customer service operations. Conducts research and analysis to assess impacts of initiatives and the development of strategies and policies. Provides project support to management. Coordinates program strategies to support projects. Develops partner relationships that foster collaboration and innovation. Prepares reports and presentations.

WHAT YOU'LL BE DOING

Leads and coordinates the design, implementation, and optimization of customer service programs and initiatives to enhance the overall customer experience. Collaborates with cross-functional teams to identify customer needs, pain points, and improvement areas. Analyzes customer feedback and data to identify trends, insights, and enhancement opportunities. Designs and develops training framework for customer service teams to improve skills and knowledge. Monitors and evaluates program effectiveness using key performance indicators and metrics. Develops and maintains program documentation, including policies, procedures, and training materials. Collaborates with internal partners to develop and facilitate workshops, training sessions, and other customer experience initiatives and activities. Assists management and partners to define project/program objectives, plans, and delivery approaches. Coordinates new project intake with internal business units, and external partners. Identifies risks and challenges related to customer service programs and initiatives. Develops and implements risk mitigation strategies to minimize impact and ensure program success. Assists with change management initiatives to support the implementation of new programs, technologies, or processes. Plans and coordinates training sessions for program participants. Conducts evaluations and obtains data to track results for benchmarking and program improvements. Provides program support, customer experience improvement and development. Contributes to reports and metrics for contact centre management in support of projects and programs. Assists with strategic planning activities based on research/analysis of unit initiatives. Provides insights and recommendations for continuous improvement and achieving goals. Evaluates program and training effectiveness, measures impact on key metrics, and identifies opportunities for improvement. Responds to inquiries and resolves concerns, as appropriate.

WHAT WE'RE LOOKING FOR

Successful completion of a University Degree in Business, or related field or approved equivalent combination of education and experience. Minimum three (3) years demonstrated experience working with customer service programs and projects, or in customer experience advisory services and leading multi stakeholder projects and programs with a focus on customer experience in public sector environment. Demonstrated knowledge of developing customer service plans, customer experience training frameworks and customer experience key performance indicators. Strong understanding of customer needs and service trends. Demonstrated project management knowledge and experience to lead and coordinate project teams. Demonstrated knowledge of research and evaluation methods, including experience interpreting and reporting statistical data, and writing detailed reports and proposals. Demonstrated ability in the Region's core competencies. Advanced skills MS Office Suite including the use of virtual platforms. Excellent interpersonal skills and ability to connect with a range of internal and external stakeholders while focusing on fostering collaborative work relationships. Strong report writing, research, analytical and presentation skills and work to tight deadlines. Strong ability to develop relationships and work in a welcoming and inclusive environment, where diversity is celebrated and where everyone can develop to their full potential. Ability to work independently and with teams and with ability to manage competing priorities. Ability to travel to offsite locations, as required. Ability to work outside regular business hours, as required.





Council Approval Date
Scheduled Weekly Hours
35
Scheduled Shifts
8:30am - 4:30pm
Operational Hours
Close Date
August 21, 2025
# of Hires Needed
1
Union
CUPE Local 4900
.
Please apply online by 5:00PM EST of the closing date indicated above.



All employment opportunities are recorded on a 24-Hour Career Line and may be accessed by calling 1-877-464-9675 ext. 75508. We thank all candidates for their interest; however, only those selected for an interview will be contacted. Please be advised, York Region uses email as the primary means of communication with candidates and does not use AI technology in any part of the recruitment process. Please ensure your email address is up to date, checked frequently (including your spam folder), and accepts messages from unknown users.



York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. We respect, encourage and celebrate our diversity, aiming to build a qualified workforce that reflects the population we serve. Should you require an accommodation under the Human Rights Code during the recruitment and selection process, including accessible formats and communication supports, please email careers@york.ca or call 1-877-464-9675 extension 75506. Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment.