Job Description

At Twilight, we combine unique artistry and technical know-how to create spectacular, awe-inspiring spaces for our clients. We are solution providers. Our goal is to make sure our partners have a space and experience they never imagined was possible.

For over 30 years, Twilight has been on the leading edge of research and development of new and innovative ways to bring your vision to life. Operating out of Bolton, Ontario, Twilight offers a dynamic and fun environment that inspires creativity. Our people are the backbone of everything we do and our most important resource. Signage is everywhere and so are the opportunities.

As the Manager of Customer Excellence, you'll be part of our Leadership Team and play a key role in ensuring our clients have a seamless, high-quality experience from project launch to completion. You'll lead our Project Management team, provide hands-on oversight of select projects, and drive consistency, communication, and accountability across every touchpoint.

Your responsibilities include the following and probably a few more:

Manage assigned projects, accepting accountability for overall quality, timeliness of deliverables and job cost.

Lead a weekly project management team meeting

Schedule regular one on ones with direct reports to ensure projects are on track

Identify project criteria through discussion with Sales Manager and clients.

Ensure that all project managers are utilized to their maximal capacity each week.

Ensure weekly status updates are sent to clients on a weekly basis

Ensure that all project managers are following a consistent process

Complete semi-annual performance reviews for all direct reports in a timely manner

Support staff through constant monitoring and training as necessary

Motivate the team and strive to innovate new ways of doing things to be more efficient and/or creative

Manage trouble shooting issues as necessary

REQUIREMENTS:

PMP Certification

5+ years of project management experience, with leadership or supervisory responsibility

Excellent communication, time management, and organization skills

Proven ability to manage people, projects, and client expectations with confidence and clarity

Comfortable reporting on performance metrics and process consistency

Proficient with Microsoft Office Suite and project management tools

Experience in forecasting, budgeting, and planning

Benefits:

Opportunity to make a big impact as a key member of the Leadership Team

Supportive, hands-on culture where innovation and collaboration are celebrated

Competitive salary

Group health benefits

Employee and family assistance programs

Engaging, creative work environment

People who do well at Twilight are confident, accountable and motivated to learn and grow. We like team members who aren't afraid to ask questions, are friendly and positive, and who approach everything with an "everything is possible" mindset.

We thank all applicants in advance for their interest, however only applicants selected to be interviewed, will be contacted.

Job Type: Full-time

Pay: $80,000.00-$100,000.00 per year

Benefits:

Company events Dental care Extended health care Life insurance On-site parking RRSP match
Application question(s):

How many years of experience do you have leading a customer service or project management team? What do you believe is more important -- process consistency or customer flexibility? Why? How would your team describe your leadership style?
Work Location: In person