Manager, Customer Experience
Top Benefits
About the role
Position Type:
Regular Full Time (RFT)
Closing Date:
October 2, 2025
Salary/Wage Range:
$124,099.00 - $155,124.00
Working for the City of Burlington
A great career is closer than you think. Come work for the City of Burlington, where you'll be joining an innovative and progressive workplace focused on building a 21st century city that respects the diversity of our residents, visitors and employees; and prioritizes continuous opportunities for you to learn and grow.
We don't just spend time attracting the best talent. We spend time and resources to keep the best talent. This may include: flexible working hours, mobile and hybrid working arrangements, a great pension and benefits package, as well as programs to foster innovation and leadership.
Hours of Work
35 hours per week
Department
Customer Experience
Location
This position is eligible for a hybrid work model. When attending an event or meeting in person, your primary office location will be based out of City Hall. Work location is subject to change at the discretion of the City due to operational demands. Effective January 2026 this role will be required to be on site 50% of the time each month.
Position Overview
Reporting to the Director of Community Relations & Customer Experience, this role is responsible for implementing the City’s Customer Experience vision and strategy, fostering a customer-centric culture across all operating areas in the City.
The position oversees the efficient and effective operations of Service Burlington—the City’s centralized customer contact centre—as well as the Customer Experience (CX) Operations team. It plays a key role in advancing the City’s strategic goals related to customer experience, providing strong leadership to the CX program’s operational teams.
With a focus on aligning daily operations with corporate strategy, the role uses performance measures to monitor progress and supports data-driven decision-making. It also builds collaborative relationships across the organization to ensure all City services are equipped and empowered to deliver exceptional customer experiences.
Responsibilities
The Manager, Customer Experience is responsible for:
- Leading the planning and delivery of programs and City-wide initiatives that advance the customer experience vision and foster a customer-centric culture.
- Recommending service improvements through policy, process, system, and cultural changes, using best practices in project management and customer engagement.
- Collaborating with cross-functional teams to strengthen relationships and optimize the consolidated contact centre model.
- Managing operating and capital budgets, ensuring effective financial planning and reporting for Service Burlington and CX initiatives.
- Overseeing the Customer Experience service business plan, including the selection of key performance indicators and use of performance measures to support data-driven decisions.
- Ensuring Service Burlington and CX operations are well-resourced and staff are trained to exceed performance expectations.
- Developing and implementing a Voice of the Customer program, analyzing and reporting on data from diverse sources.
- Providing leadership to CX staff in data analysis and digital engagement.
- Building strategic partnerships with customer groups, stakeholders, and government organizations to deliver effective service solutions.
- Creating training and educational resources to support staff in delivering exceptional customer experiences, incorporating feedback from the CX Working Group and advising the CX Steering Committee.
- Performing other related duties as required.
Requirements
- Relevant university degree in Business Administration, Public Administration or related field
- Over 4 years, up to 7 years of municipal government or business experience, of which at least 3 must be in the public sector management level.
- Progressive experience leading contact centre operations
- Possess a comprehensive understanding of the municipal environment, with a proven ability to lead strategically, think innovatively, and build strong relationships.
- Demonstrate exceptional analytical, technical, and project management skills, particularly in customer experience and CRM implementation, complemented by extensive experience in corporate operations, policy development, staff management, and budget oversight.
- Skilled in prioritizing and managing multiple demands under tight deadlines.
- This position may require occasional travel between sites and/or City facilities.
Police Check Requirement
- This position requires the successful candidate to provide a clear criminal record check at their own expense.
Accommodations
In accordance with the Accessibility for Ontarians with Disabilities Act, the City of Burlington accommodates the individual needs of applicants with disabilities within the recruitment process. Please call us at 905-335-7602 or email us at:
if you require accommodation to ensure your equal participation in the recruitment and selection process.
Note to Applicants:
We thank all those who apply for positions, but only those applicants who are invited for an interview will be contacted.
About City of Burlington, Ontario
As you look through our current job openings, remember: the grass is greener at the City of Burlington. With approximately 890 full-time and 600 part-time employees, we focus on teamwork, collaboration and investing in our co-workers. It’s no wonder our employee turnover rate is less than 7 per cent (that’s good). The City of Burlington is an award winning city, filled with award winning staff. In fact, we put the “greater” in the GTA.
As public servants, our job is to provide excellent public service and good value for taxes. Our staff know this and are proud of the work they do, because as Canada’s best mid-sized city, we’re second to none. Our staff are dedicated, caring, professional and award winning. We have excellent benefits and pension as well as flexible work arrangements such as work from home, job sharing/rotations and a compressed work week. If you want to join a forward-thinking organization, apply today. Come for the job, stay for the career. We’ve got it all.
Manager, Customer Experience
Top Benefits
About the role
Position Type:
Regular Full Time (RFT)
Closing Date:
October 2, 2025
Salary/Wage Range:
$124,099.00 - $155,124.00
Working for the City of Burlington
A great career is closer than you think. Come work for the City of Burlington, where you'll be joining an innovative and progressive workplace focused on building a 21st century city that respects the diversity of our residents, visitors and employees; and prioritizes continuous opportunities for you to learn and grow.
We don't just spend time attracting the best talent. We spend time and resources to keep the best talent. This may include: flexible working hours, mobile and hybrid working arrangements, a great pension and benefits package, as well as programs to foster innovation and leadership.
Hours of Work
35 hours per week
Department
Customer Experience
Location
This position is eligible for a hybrid work model. When attending an event or meeting in person, your primary office location will be based out of City Hall. Work location is subject to change at the discretion of the City due to operational demands. Effective January 2026 this role will be required to be on site 50% of the time each month.
Position Overview
Reporting to the Director of Community Relations & Customer Experience, this role is responsible for implementing the City’s Customer Experience vision and strategy, fostering a customer-centric culture across all operating areas in the City.
The position oversees the efficient and effective operations of Service Burlington—the City’s centralized customer contact centre—as well as the Customer Experience (CX) Operations team. It plays a key role in advancing the City’s strategic goals related to customer experience, providing strong leadership to the CX program’s operational teams.
With a focus on aligning daily operations with corporate strategy, the role uses performance measures to monitor progress and supports data-driven decision-making. It also builds collaborative relationships across the organization to ensure all City services are equipped and empowered to deliver exceptional customer experiences.
Responsibilities
The Manager, Customer Experience is responsible for:
- Leading the planning and delivery of programs and City-wide initiatives that advance the customer experience vision and foster a customer-centric culture.
- Recommending service improvements through policy, process, system, and cultural changes, using best practices in project management and customer engagement.
- Collaborating with cross-functional teams to strengthen relationships and optimize the consolidated contact centre model.
- Managing operating and capital budgets, ensuring effective financial planning and reporting for Service Burlington and CX initiatives.
- Overseeing the Customer Experience service business plan, including the selection of key performance indicators and use of performance measures to support data-driven decisions.
- Ensuring Service Burlington and CX operations are well-resourced and staff are trained to exceed performance expectations.
- Developing and implementing a Voice of the Customer program, analyzing and reporting on data from diverse sources.
- Providing leadership to CX staff in data analysis and digital engagement.
- Building strategic partnerships with customer groups, stakeholders, and government organizations to deliver effective service solutions.
- Creating training and educational resources to support staff in delivering exceptional customer experiences, incorporating feedback from the CX Working Group and advising the CX Steering Committee.
- Performing other related duties as required.
Requirements
- Relevant university degree in Business Administration, Public Administration or related field
- Over 4 years, up to 7 years of municipal government or business experience, of which at least 3 must be in the public sector management level.
- Progressive experience leading contact centre operations
- Possess a comprehensive understanding of the municipal environment, with a proven ability to lead strategically, think innovatively, and build strong relationships.
- Demonstrate exceptional analytical, technical, and project management skills, particularly in customer experience and CRM implementation, complemented by extensive experience in corporate operations, policy development, staff management, and budget oversight.
- Skilled in prioritizing and managing multiple demands under tight deadlines.
- This position may require occasional travel between sites and/or City facilities.
Police Check Requirement
- This position requires the successful candidate to provide a clear criminal record check at their own expense.
Accommodations
In accordance with the Accessibility for Ontarians with Disabilities Act, the City of Burlington accommodates the individual needs of applicants with disabilities within the recruitment process. Please call us at 905-335-7602 or email us at:
if you require accommodation to ensure your equal participation in the recruitment and selection process.
Note to Applicants:
We thank all those who apply for positions, but only those applicants who are invited for an interview will be contacted.
About City of Burlington, Ontario
As you look through our current job openings, remember: the grass is greener at the City of Burlington. With approximately 890 full-time and 600 part-time employees, we focus on teamwork, collaboration and investing in our co-workers. It’s no wonder our employee turnover rate is less than 7 per cent (that’s good). The City of Burlington is an award winning city, filled with award winning staff. In fact, we put the “greater” in the GTA.
As public servants, our job is to provide excellent public service and good value for taxes. Our staff know this and are proud of the work they do, because as Canada’s best mid-sized city, we’re second to none. Our staff are dedicated, caring, professional and award winning. We have excellent benefits and pension as well as flexible work arrangements such as work from home, job sharing/rotations and a compressed work week. If you want to join a forward-thinking organization, apply today. Come for the job, stay for the career. We’ve got it all.