Job Description

The Corporation of the Town of Midland

invites applications for the position of

Manager, Customer Experience & Communications

(permanent full-time, 35 hours per week)


Join our innovative team of collaborators who are passionate about providing exceptional municipal services to our community. We strive to help our employees to reach their professional goals through rewarding projects, collaborative team environments, and professional development. The Town of Midland is committed to increasing overall employee health and wellness and we are dedicated to supporting flexibility and providing employees with a better work-life balance.

The Opportunity

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Are you passionate about modern service delivery and strategic communications? The Town is seeking a dynamic Manager, Customer Experience & Communications to lead our in-person and digital service and communication channels, ensuring every user interaction is seamless, responsive, and impactful.

What you will do:

In this role, you'll manage a team of Customer Experience & Communications staff, oversee the Town's digital service, website and communication platforms, and serve as the Emergency Information Officer.


You'll also lead the development of a corporate communications strategy that supports internal and external engagement, harmonizes messaging across departments, and strengthens public trust. Working closely with Digital Government leadership and the organization, you'll help streamline and stabilize service delivery through digital transformation by embedding customer experience expertise, advancing user-centred design, and building feedback channels that drive continuous improvement and service excellence.

What you will need:

As our ideal candidate, you will hold a degree or diploma in Communications, Public Relations, Marketing, or a related discipline with a minimum of five (5) years of experience in customer service management/operations or corporate communications, preferably in a municipal or public sector environment. Additionally, you will have a minimum of three (3) years of formal leadership experience.


Please see the attached job description for further details.The successful candidate will be required to complete a Criminal Record Check, in accordance with the duties of this position.

This position offers competitive total compensation including a wage of $83,372.64 to $104,215.80, 35 hours per week.

This posting closes on

Sunday, August 10, 2025 @ 11:59 p.m.

Position

S

ummary

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The Manager, Customer Experience and Communications is responsible for leading the delivery of exceptional customer service and corporate communications across the organization. This role oversees the Town's in-person and digital customer service and communications channels, managing a team of Customer Experience and Communications representatives to ensure a seamless, user-focused experience that supports service excellence across all touch points. This role will facilitate the implementation of a corporate communications strategy and work to harmonize all communication efforts across the organization, including media and public relations, strategic communications, crisis communication, public engagement, and branding.


Strategically, with the Digital Government leadership and organizational leadership, this role will assist with streamlining and stabilizing service delivery through digital transformation. The Manager will create a culture of service by embedding customer experience expertise into operational planning and execution, including advancing user-centred design practices, developing customer feedback channels, building internal capacity for service improvement initiatives, and aligning communication and service strategies to deliver on the Town's digital transformation objectives.

Duties & Responsibilities

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Customer Experience Management

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Facilitate and promote an overall customer service culture across the organization, and work collaboratively with departments to improve and enhance customer service delivery using a variety of channels. Lead and facilitate the development and implementation of corporate customer service and strategies. Work with other departments, develop strategies for technology-based customer service delivery (online payments, etc.) to continually foster and improve the Town's centralized customer service model to improve service delivery. Analyze customer interaction data and track progress to provide insights on ways to improve the customer experience, remove obstacles to successfully resolve customer complaints, and facilitate requests for service. Foster a high level of customer service excellence by continually assessing the Town's Customer Service Standards Policy to ensure effectiveness of programs, processes and initiatives. Prepare and present information and/or reports relating to corporate communications and customer service matters to Council and Senior Leadership Team and provide recommended actions. Seek out and facilitate opportunities for customer service and communications training for the department and other Town staff where appropriate. Build a strong, resilient, and enthusiastic Customer Experience team to champion customer service excellence through the delivery of quality, timely and meaningful services to connect with residents and community partners. Serve as the Town's Emergency Information Officer as part of the Emergency Management team, coordinating timely, accurate, and accessible communications during emergencies in collaboration with senior leadership and emergency response teams. Establish relationships with colleagues, external counterparts, and associations.

Communications Operational Management

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Serve as the expert for ensuring up to date information about the Town, managing the Town's official channels of communication and engagement between the Town and the public, including the Town's website, social media channels, newspaper, and online media. Support the Corporation and Council in the development of communications and engagement strategies with residents and external partners, including media. Facilitate the implementation of a corporate communications strategy to provide consistent, accurate, and timely internal and external communication activities to a variety of audiences. Harmonize communication efforts across the organization to enhance public awareness, inform service delivery, as well as support corporate objectives and Council priorities. Prepare and issue media releases, media advisories, notices, and information via the Town's communications channels. Undertake, promote, and facilitate opportunities for customer outreach and engagement across multiple channels. Build a strong, resilient, and enthusiastic Communications team to champion communications excellence through the delivery of quality, timely and meaningful services to connect with residents and partners. Manage the corporation's legislative requirements to ensure the Town's website and documentation meet accessibility requirements and participate in corporate accessibility initiatives to ensure compliance with applicable legislation.

Division Leadership

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Plan, develop, and implement division goals, objectives, policies, and procedures; review and evaluate work methods and procedures for improving organizational performance, enhancing services, and meeting goals; ensure that goals are achieved. Ensure proper and effective staffing through recruitment and selection, learning and development processes, as well as provide direct supervision, mentoring, coaching and development of the team. Evaluate the performance of and provide training and development opportunities for the team. Manage and coordinate the professional services that are purchased by the Department including independent contractors and service providers. Develop and effectively manage the Customer Experience & Communications budget, programs, and services. Champion continuous improvement within the department for efficiency and effectiveness using technology and problem-solving methodologies. Work in compliance with and ensure the team is knowledgeable of and in compliance with, the Occupational Health and Safety Act, WHMIS, applicable legislation, regulations, statutes, departmental policies/procedures/practices, operational guidelines, and performs safe work practices.

Team Member

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Work as a team player promoting a positive and professional work environment and conduct role with integrity and respect. Uphold the Town's values of integrity, accountability, empowerment, purposefulness, and service excellence. Act as an Ambassador throughout the community, positively representing the Town. Abide by the policies and procedures of the Town. Abide by the Occupational Health and Safety Act, and work in a manner that is safe, reporting incidents immediately to direct supervisor. Perform other duties as assigned to meet the overall goals and objectives of the Town. Build and maintain knowledge and expertise in relevant fields.

Qualifications and Requirements

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Degree or Diploma in Communications, Public Relations, Marketing, or a related discipline required. A minimum of five (5) years of experience in customer service management/operations or corporate communications experience, preferably in a municipal or public sector environment required. A minimum of three (3) years of formal leadership experience required. Preference will be given to those who have previously managed a team in a public sector environment. Knowledge of Council and municipal government processes and understanding of the relationships between various levels of government and Council/staff relations preferred. High degree of political acuity to manage relationships across the corporation and other levels of government, including media is essential. Knowledge of customer service best practices and strategies and effective customer relationship management through various channels (phone, in-person, digital). Knowledge of the principles, practices and techniques involved in public relations, marketing, communications and advertising, preferably as they relate to digital communications, government agencies and organizations. Certification, experience, or willingness to obtain certifications such as Lean Six Sigma, change management, human-centred design or other service design methodologies, or similar frameworks considered an asset. Strong leadership, analytical, interpersonal and change management skills and deliver complex, multifaceted strategies, projects/studies. Excellent customer service skills (oral and written) required to liaise with the public, members of council, and employees to foster and maintain good working relationships and best practices. Ability to use tact and diplomacy in dealing with sensitive/confidential or confrontational topics in a political environment. Demonstrated ability to build high levels of credibility within diverse work groups as well as the ability to develop productive relationships with a range of partners. Ability to balance multiple priorities across diverse partner needs, often with conflicting timelines.

Effort/Physical Demands

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Physical demand requires standing, sitting, and walking. Visual attention for detailed computer work, for health and safety compliance and personal safety while on the job.

Working Conditions

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This position requires occasional work outside of standard office hours to fulfill responsibilities such as attending Council meetings Work in standard office environment. Occasional travel within the municipality and to external meetings, training sessions, or conferences may be required. Exposure to confidential and sensitive information requiring discretion and adherence to strict confidentiality protocols.

We thank all applicants for their interest. However, only those being considered for an interview will be contacted. In accordance with the Municipal Freedom of Information and Protection of Privacy Act, personal information is collected under the authority of the Municipal Act, and will only be used for candidate selection.

As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. We encourage applications from Indigenous peoples, racialized people, persons with disabilities, and those who identify as LGBTQ2S+.

The Town of Midland is committed to providing accommodation based on any human rights protected grounds and in accordance with the AODA, throughout the recruitment and selection process. If you require accommodation, please notify us when contacted for an interview and we will work with you to meet your needs.