Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.

At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.

The Community, Communications and Stakeholder Relations (CCSR) division is seeking an experienced digital strategist and people leader to join the Digital, Content & Insights (DCI) team as Manager, CCSR Digital Experience.

Reporting to the Senior Manager, Digital, the Manager, CCSR Digital Experience will be responsible for developing, planning and leading work associated with the digital experience across several channels (web, email, interactive maps and events) to deliver a cohesive, integrated and effective customer-first experience. This role partners closely with senior management to drive results that creates value and action for the customer-resident and aligns with business goals and user needs.

The successful candidate will demonstrate a high degree of political and organizational acuity to navigate a diverse stakeholder environment, work across multiple business units and divisions, vendors, and drive cross-functional collaboration to ensure all CCSR digital solutions are customer-centric, effective, and continuously improved. Candidates may be asked to provide a portfolio of projects and work highlighting their experience in digital experience and transformation.

As a leader in our division, we are looking for those who inspire trust, shape culture, and move ideas forward. You will foster an inclusive, respectful, and people-first culture; model accountability and integrity in your decision-making; collaborate across teams to drive impact; and lead through change with resilience and a forward-thinking mindset.

In addition to these leadership qualities, success in this role will require the ability to lead through influence by fostering collaboration and providing clarity to advance work in a cross-functional and dynamic setting. Sound judgment, adaptability, and the ability to navigate ambiguity and shifting priorities will be essential.

What will I be doing?

• Manages the digital experience across a variety of digital channels for the Community, Communications, and Stakeholder Relations division (including website, email, maps, virtual events) to enable decision making and product success through a cohesive, integrated and effective end-user experience.
• Making explicit the different tools used in various stages to define, analyze and improve the digital channel to add value for the end users (customer-resident) helping answer questions quickly and providing the right information about Metrolinx’s work to the right people at the right time.
• Leads the integrated digital channel strategy and user journeys to create and add value to projects and to assist in delivering on strategic priority of digital transformation work
• Leveraging channel workplans as a planning tool of progress and next steps.
• Leads the execution of project communication strategies working in close collaboration with senior leaders and broader team across CCSR.
• Develops, fosters and maintains relationships across CCSR to provide information and escalate concerns as required.
• Works with senior management to present information and recommend initiatives and improvements with respect to digital channels delivery.
• Creates a culture of continuous improvement in digital channels to ensure high quality service standards and timely delivery are achieved. Ensures applicable projects and initiatives are delivered on time with excellent quality.
• Develops service levels to meet end user requirements in conjunction with Senior Manager, Digital, setting performance targets and measures, and regular reporting protocols.
• Recommends process, standards or policy changes for continuous improvement.
• Drives innovation in the digital channel experience by reviewing and analyzing processes to identify gaps and opportunities for continuous improvement.
• In conjunction with Director and Senior Manager, assesses and determines required workforce planning requirements to perform and maintain service levels, identifies budget constraints and overall impact on financial resources.
• In conjunction with Director and Senior Manager, prepares and monitors annual budget related to area and submits a business plan regarding budget related expenditures.
• Monitors progress to ensure that planning objectives are delivered on time and within budget, and that anticipated business results are achieved; able to explain off-plan overages and exceptions.
• Manages and provide overall direction to 3-4 direct reports and drive a high-performance team.
• Creates a working environment and positive employee engagement that is aligned with the organization’s desire to be a “best company to work for”, ensuring that people resources possess the required skills, are properly aligned, and are provided with the resources to do the job.
• Monitors work assignments to ensure adherence to timelines; monitors the achievement of performance objectives; develops and implements action plans to address performance gaps.

What Skills and Qualifications Do I Need?

• Completion of a degree in Technology, Business, or a related discipline – or a combination of education, training and experience deemed equivalent.
• Demonstrated progressive technology and communication specific experience.
• Experience managing small teams.
• Ability to communicate effectively and present ideas in a concise well thought out manner especially to senior management.
• Excellent time management and organizational skills.
• Strong attention to detail and accuracy.
• Experience with various digital and martech tools (eg.Contentstack CMS, Google Analytics, MS Dynamics CRM / Customer Insights, Salesforce Marketing Cloud, SEMrush, Sprout social, etc).
• Project management skills, including work planning, monitoring and evaluation expertise, to manage multiple projects with competing priorities and tight deadlines.
• Candidates may be asked to provide a portfolio of projects and work highlighting their experience in digital experience and transformation.

Don’t Meet Every Requirement?

If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.

We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.

Accommodation:

We value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: 416-202-5601 or email hr.recruitment@metrolinx.com .

Application Process:

All applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.

For Internal applicants, with the recent implementation of the Internal Mobility Policy, the internal recruitment process has changed for non-union roles. Candidates must be in their current role for 12 months prior to applying for another role and each applicant must be in good standing (not participating in a Performance Improvement Plan). Please review all provisions of the policy before submitting your application.

Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.

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