Job Number:

J0326-0353

Posting Date:

April 2, 2026

Closing Date:

April 10, 2026

Job Title:

Manager, Digital Experiences

Branch/Department:

North York Central

Division:

Information & Technology Services

Employment Type:

Permanent Full Time

# of Open Positions:

1

Salary:

$103,431.00 - $141,247.00/Year

New vacancy:

No

ABOUT TPL Toronto Public Library (TPL) is North America’s busiest public library system. TPL employs approximately 2,400 staff who provide high quality library services to the people of Toronto across 100 locations.

JOB SUMMARY:

Reporting to the Senior Manager, Digital Experiences, the Manager, Digital Experiences Products will be responsible for the development, maintenance and continuous improvement of high-quality, customer-centric digital products for Library customers. The Manager will direct the development and on-going management of the customer experience products that are delivered via channels such as web and mobile. The Manager will develop an annual work plan, allocate and oversee resources, manage vendors, and maintain product roadmaps to ensure product currency and to inform future planning. The Manager will assume overall responsibility for new product development by working closely with the Enterprise Project Management Office (ePMO) and/or Service Leads. They will oversee requests for enhancements, manage incidents, ensure service level agreements (SLAs) are met and be accountable for the daily operations of the Digital Experiences Products team as they build and deliver projects and execute operational plans.

The Manager will provide direction to and collaborate with business partners and the digital technologies team to enable the best solutions to meet business needs.

DUTIES:

Product Development

• Directs the execution of processes to drive the conception, research, design, development and delivery of digital products

• Provides direction on key decisions for product design & development, integration, testing, and transition to maintenance

• Oversees the collection and analysis of feedback from customers, stakeholders and other teams to produce product requirements documents (PRDs) that define requirements, features and end products

• Manages assigned projects through the application of agile methodologies to ensure products and releases are launched correctly and on schedule

• Ensures business requirements are met and that digital products are scalable to future needs and aligned with TPL strategic plans

• Leads resolution of projects and development issues

• Ensures products are aligned with the Digital Strategy as well as Enterprise Architecture and Security directions

• As required, provides input into enterprise project management process; including but not limited to opportunity requests, business case creation, project charter and budget development

Product Management and Support

• Leads the yearly review of the product portfolio, as part of Product Life Cycle management to ensure relevancy and currency and to identify enhancement, redesign and/or refresh opportunities, etc.

• Provides input to the Toronto Public Library’s yearly business planning process and future potential projects

• Manage the execution of product roadmaps while building consensus on prioritization

• Provides direction on reprioritization of the work efficiently based on changing business direction

• Oversees planning and execution of product changes, including technical requirements and product roll-out strategies

• Ensures collaboration between the Digital Experience Technologies team, Enterprise Technology, QA and business stakeholders to ensure services and enhancements are developed from a customer perspective

• Leads business/stakeholder meetings to ensure support processes, enhancements and roadmaps are aligned with business needs

• Provides direction and assumes overall accountability for the successful delivery of the approved products

• Ensures achievement of key performance indicators and develops improvement plans if required

• Has accountability for applicable vendor relationships, adhering to budgets and ensuring SLAs are met

• Oversees risk management practices

• Defines business continuity and disaster recovery plans for area of responsibility

• Oversees operational activities to ensure compliance with enterprise, industry, and government standards and practices

• Other duties as assigned by the manager

People Leadership

• Hires new staff, transfers, promotes, approves wage increases and confirms performance evaluations. Recruit and manage contract resources as required

• Disciplines, terminates, participates in grievance procedures and administers collective agreements as required

• Ensures training and development of staff to optimize quality of work and service delivery

• Ensures appropriate staffing levels are maintained (approving/rejecting vacation requests)

• Communicates frequently with staff on a wide variety of topics, develops staff, coaches for quality service, and manages performance

• Recruits and manages contract resources as required

Partner & Stakeholder Relationship Management

• Participates in various committees and project teams to ensure ongoing input and review of business direction, ensuring alignment of technology roadmaps with TPL’s current and future needs
• Drives customer/partner satisfaction through relationships that are enduring and trusting, to solicit and act on customer/partner feedback, ensuring the delivery of high-quality work
• Cultivates and enhances highly collaborative working relationships & teams through cross-portfolio engagement with stakeholders (internal customers, external partners/regulators/vendors and customers, and Management) to enable portfolio and integrated planning
• Provides leadership support to resolve critical issues and escalations through direct engagement with stakeholders
• Manages vendor relationships related to daily operational needs while ensuring vendor SLAs are met.
• Collaborates closely with other IT teams as required in planning initiatives related to testing, piloting, and roll-out of solutions

Note: This role will periodically require after-hours or weekend support based on operational needs and un-planned major incidents.

QUALIFICATIONS:

• Post-secondary education, or equivalent experience, in the field of Information Technology or Computer Science/Engineering

• 10-15 years of related work experience, with 5-10 recent years focused on product leadership roles

• Five (5) years’ leading digital product development and lifecycle management

• Five (5) years’ leading large-scale, interactive product development on modern web application platforms (e.g. PHP/Laravel, Node.js, or Java/J2EE) and comprehensive understanding of web technologies, protocols and systems (i.e. HTTP, REST, APIs, CMSs, SEO)

• Experience in the application of Agile development core principles and practices, and in using project management tools (e.g. Jira, Trello)

• Strong influencing, coaching and mentoring skills; demonstrated success in building credibility with peers and key stakeholders to drive action and change

• Demonstrated strong problem solving capabilities and history of approaching obstacles in a logical and analytical manner with a high degree of perseverance

• Strong technical background with an ability to give instructions to a non-technical audience

• Excellent written and verbal communication and presentation skills; ability to effectively communicate with senior technology and business leaders

• Demonstrated experience with presenting materials to both internal and external audiences

• Superior process orientation and project management capabilities

• Outstanding stakeholder, vendor and customer relationship management abilities

• Strong tactical and critical strategic thinking

• Proven ability to think conceptually, understand the big picture and convey clearly to others

• In-depth knowledge of current and emerging technologies is required

• Strong interpersonal skills, with proven ability to coach staff, lead teams and resolve team conflicts

SALARY:$103,431 - $141,247

ACCOMMODATION:

We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.

APPLICATION PROCESS: Toronto Public Library (TPL) invites applications from all qualified individuals. The Library is committed to equal opportunity, diversity in the workplace, equity and reconciliation, and welcomes applications from Indigenous people, Black and racialized groups, people with disabilities, 2SLGBTQ+ people and women.

All applicants must be legally entitled to work in Canada. Toronto Public Library (TPL) 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. 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. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Toronto Public Library (TPL) 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.