Project Leader, City Customer Service Strategy

Job Location CA-ON-Mississauga
Posted Date 6 days ago(3/12/2018 5:00 PM)
Job ID
# Positions
Job Type
Job Industry
Government and Public Sector
Career Level
Years of Experience

Job Description


Reporting to the Manager, City Marketing and Planning and as part of the Strategic Communications Division, the successful candidate will provide leadership and direction to the implementation of the City's Customer Service Strategy. This will include working with internal staff as well as hiring external consultants to oversee various elements of the strategy.

The successful candidate will also be responsible for the following:

  • Manage all aspects related to implementing the Customer Service Strategy.
  • Provide direction and manage consultants to ensure that projects/initiatives are completed on time, within the approved budget and specifications.   
  • Bring forward and present written reports as required to move the strategy forward through each implementation phase.  
  • Lead and/or participate on project teams as a subject matter expert to review, develop and implement improvements to the City's customer service processes and to provide input into related projects and strategies.
  • Lead and identify key stakeholders and work with them to seek input, build consensus for and promote the Customer Service Strategy to internal and external stakeholders.
  • Provide all project communication to key stakeholders following PMSO standards and file archiving including all formal presentations to LT and Council as required.
  • Other duties as assigned.


  • Post-secondary degree or diploma in customer service, marketing/communications, business or other related field and a minimum of 5 years related experience managing and monitoring large high profile projects including accountability for project deliverables. 
  • Strong customer service skills and understanding of customer service best practices and trends in service delivery.
  • Proven track record as a creative and forward thinker with strong project management skills.
  • A proven track record of demonstrating business and political acumen.
  • Excellent written and verbal communication and interpersonal skills.
  • Demonstrated ability to connect and work collaboratively and build partnerships with stakeholders both inside and outside the organization.
  • Experience in managing and inspiring individuals /teams across the organization to develop and deliver projects.
  • Knowledge and experience in the areas of procurement, supplier negotiation; agency management; senior stakeholder negotiation.
  • Strong computer skills, including Microsoft Office, databases, spreadsheets (i.e. Excel) and presentation software to conduct research and prepare plans/reports.
  • Ability to work with a wide variety of individuals from a diverse range of cultures, to prioritize and manage deadlines and competing priorities.




Note:  This a contract position for upto 2 years.


Hours of Work: 35 hour per week

Salary: $42.16 - $ 56.22 / hour

Grade : F   ( Grade under Review )

Closing Date: 26 March 2018

Number of Openings: 1 Temporary Full-time

Department/Division/Unit: Corporate Services / Strategic Communications / City Marketing and Planning Section

Work Location: 300 City Centre Drive, Mississauga





A Criminal Record Search will be required of the successful candidate, at his or her own expense, to verify the absence of a criminal record for which a pardon has not been granted.
We thank all who apply, however, only those candidates selected for an interview will be contacted.
All personal information is collected under the authority of the Municipal Act.


 We are an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, the City of Mississauga will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform City Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. All personal information is collected under the authority of the Municipal Freedom of Information and Protection of Privacy Act .        




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