Job ID: 59495
Job Category: Customer Service
Division & Section: Customer Experience, CX Channel Operations
Work Location: Metro Hall, 55 John St, Toronto
Job Type & Duration: Full-time, 1 Permanent Vacancy
Salary: $162,467.00 - $215,307.00, TM5274, Wage Grade 10
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period:03-SEP-2025 to 17-SEP-2025
Are you a visionary Contact Center leader with a passion for innovation, Data, and emerging technologies? Do you thrive at the intersection of customer experience, operations, and digital transformation? The City of Toronto is seeking a Director Channel Operations to lead the modernization of its service delivery model—someone who is Client-centered, tech-savvy, and AI-focused, with a strong operational mindset and a drive to elevate service excellence through innovation.
This role provides strategic leadership to the Customer Experience (CXD) Division head by leading the Toronto 311 contact center, a 24/7 data hub and multi-channel interface with the City’s internal divisions and residents. You will champion the use of AI, automation, and digital content strategies to transform how residents, businesses, and visitors engage with the city.
The Director will drive Organizational change, foster a culture of innovation, and implement cutting-edge solutions to streamline workflows, enhance responsiveness, and deliver measurable improvements in service quality. Success in this role requires proven expertise in contact center transformation, exceptional leadership skills, and a passion for using technology to improve public trust and engagement.

KEY QUALIFICATIONS:

• Proven leadership experience in large-scale, contact center customer service operations, with a strong focus on digital transformation and content strategy.
• Deep expertise in channel operations modernization, including the use of AI, automation, and emerging CX technologies to drive operational excellence.
• Demonstrated success in leading change and innovation within complex organizations, navigating diverse stakeholder needs.
• Experience in omni-channel management, with a strong understanding of enterprise-wide CRM systems, content platforms, and AI tools.
• Strong background in employee relations and policy adherence, with the ability to lead through transformation.
• Financial acumen in managing budgets and aligning resources with strategic tech initiatives.
• Commitment to embedding equity, accessibility, and inclusion into all aspects of planning and operations.
• Exceptional communication and stakeholder engagement skills, with a history of building partnerships around tech and content innovation.
• Strong analytical and critical thinking skills, with the ability to identify emerging issues, prioritize them, and develop effective strategies to address them.
• Excellent communication and negotiation skills to engage with key leadership, present reports to Council and Standing Committees, and build support for initiatives.
• Political acumen and the ability to navigate complex political and executive landscapes, effectively managing competing goals and priorities while maintaining positive working relationships.
• Sound judgement with an ability to work on confidential and sensitive matters.
• Familiarity with current issues and best practices related to equity, accessibility, human rights, inclusion, reconciliation and deep understanding and a thorough working knowledge of the Ontario Human Rights Code, the Occupational Health & Safety Act, Accessibility for Ontario’s with Disabilities Act, Employment Standards Act and Municipal Freedom of Information Act.

• Lead the development of a content-driven, tech-enabled CX strategy that leverages AI, automation, and digital tools to enhance service delivery across all channels.
• Develop a transparent roadmap with clear goals, KPIs, and benchmarks focused on digital transformation and customer-centric outcomes.
• Design and implement functional policies and programs that drive innovation and long-term performance improvements.
• Champion the integration of AI-powered insights and content personalization into service hubs, contact centres, and digital platforms.
• Provide strategic oversight of a 250+ team, ensuring they are efficient, equitable, and digitally optimized.
• Foster a culture of innovation, continuous learning, and collaboration, encouraging staff to explore emerging technologies and content solutions.
• Collaborate with divisions to modernize service delivery, using data, content intelligence, and AI to streamline customer journeys.
• Lead change management and engagement efforts to support the adoption of new technologies and content strategies.
• Build strong relationships with stakeholders to align on tech-forward strategies and resolve competing priorities and challenges.
• Represent the Division on committees and task forces, advocating for AI and content innovation in city-wide initiatives.