Job ID: 58901
Job Category: Policy, Planning & Research
Division & Section: Customer Experience
Work Location: Metro Hall, 55 John Street, Toronto, M5V 3C6
Job Type & Duration: Full-time, Temporary Vacancy, 12 Months
Salary: $113,683.00 - $155,216.00
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 4-Sep-2025 to 18-Sep-2025
The Customer Experience Division(CXD) is looking for a dynamic, strategic, and results-driven leader to join the team as Program Manager, Business Operations.
In this role, you’ll lead strategic planning and manage high-impact projects that support divisional priorities and long-term goals. You’ll oversee key business functions including budgeting, workforce planning, staff training, and quality assurance, while offering senior-level operational and policy advice. You’ll also represent the Customer Experience Division on corporate initiatives and in collaboration with internal and external stakeholders—ensuring strong alignment, service excellence, and organizational accountability.
We’re looking for an inclusive, solutions-oriented professional who thrives in a collaborative environment, values strong cross-organizational partnerships, and is committed to fostering a positive, productive workplace where teamwork and innovation are valued.

KEY QUALIFICATIONS:

• Post-secondary education that supports broad and strategic thinking, policy development and analysis, communications, issues resolution, relationship building and stakeholder management (Public Policy/Administration, Political Science, Communications, Business, etc.) or an equivalent combination of education, training and experience.
• Considerable experience working in a large public sector organization with an understanding of government decision-making processes. Knowledge of Committee and Council procedures, corporate policies, and City initiatives is an asset.
• Considerable experience conducting policy research and analysis to assess impacts, anticipate stakeholder response, and develop risk mitigation strategies.
• Considerable experience building relationships and managing engagement with a range of stakeholders, including senior leadership, elected officials, and cross-divisional teams.
• Considerable experience managing complex issues and leading multi-stakeholder projects, along with experience preparing reports, briefing notes, and presentations on politically sensitive topics.
• Proven political acumen and exceptional judgment and insight.
• Demonstrated ability to operate as a fully accountable program leader, including effective decision-making skills and a track record of innovation and result-oriented leadership.
• Ability to handle confidential and/or sensitive matters and use discretion to navigate and address complex matters.
• Well-developed communication and interpersonal skills, with an ability to build effective and strong working relationships and trust with a broad range of stakeholders, including other service areas, politicians and their staff, other orders of government and external organizations.
• Excellent presentation skills to conduct briefings for senior executives and stakeholders.
• Ability to identify, co-ordinate and manage competing priorities, and thrive in a dynamic, fast-paced environment with minimal supervision.

• Attends Council, Standing Committees and Community Councils, as required, to provide guidance, advice and support. Ensures that the project expenditures are controlled and maintained within approved budget limitations.
• Prepares and reviews briefing notes, reports and presentations to Executive Director and senior management, Deputy City Manager, City Manager, Council and Committees on various operational and/or financial issues of the Division.
• Provides strategic business, financial and policy advice, day-to-day operational support and professional judgment on complex and contentious issues for divisional senior management.
• Develops and implements detailed plans and recommends policies regarding program specific requirements.
• Manages assigned projects, ensuring effective teamwork and communication, high standards of work quality and organizational performance and continuous learning.
• Conducts research into assigned area ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
• Leads, coordinates and manages Divisional staff development, training and quality assurance, ensuring legislative and program delivery requirements are met.
• Assists with the coordination of assignments, assets and human resources activities across the Division.
• Assists in addressing ongoing and emerging issues and priorities for the Division in a timely way to ensure delivery of services and special projects.
• Represents the Division through participation on various working groups, task forces and special teams.
• Establishes an effective and collaborative working relationship with the division’s senior management team and management staff, staff from other City divisions and stakeholders.
• Assists in the development, design and implementation of functional policies and programs that make major changes in overall business performance based on long-term needs.
• Acts as divisional budget co-lead in overseeing the annual operating budget for the Division and ensures the Division’s expenditures are controlled and maintained within approved budget limitations in conjunction with cluster processes.
• Assists in developing and administering the annual budget for the section, and ensures that the section’s expenditures are controlled and maintained within approved budget limitations.
• Liaises with cluster and corporate financial units to ensure consistency and integration of financial reporting for the Division.
• Assists in coordinating and managing the Division’s workforce strategy to ensure the Division’s human resources needs are met.
• Manages complement control and is the division lead on human resource issues.
• Represents Divisional interests and needs on a Corporate level and participates in Cluster and Corporate projects related to financial and administrative functions.
• Provides a high level of customer service to operating units, supporting program management staff with processes and tools needed to effectively and efficiently deliver services.
• Assists in identifying and measuring performance standards for the division.
• Deals with confidential and sensitive information affecting Divisional operations, assets and resources.
• Manages assigned projects ensuring effective teamwork and communication, high standards of work quality and organizational performance and continuous learning.