Manager, Customer Experience

As the Manager, Customer Experience you will participate as a member of the Branch and Department extended leadership team and provide strategic vision, leadership and guidance to support the delivery of services for the section and to advance the vision and goals of the Community Recreation & Culture Branch, which align with the City Plan.

The Manager is accountable for overseeing the development and implementation of an integrated business model that supports positive community impact while managing a unit with approximately 130 staff across multiple recreation and leisure facilities.

What will you do?

• Manage, supervise, lead and coach staff and a business unit, including oversight of recruitment, training, labour relations issues and performance management
• Identify priorities and delegate tasks as needed to staff
• Evolve existing and create new organizational structures to leverage efficiencies and business objectives
• Develop and approve operational procedures and training plans related to customer engagement and processing of transactions
• Set up performance measures and targets that align with the section and branch strategy
• Manage and deliver responses to escalated customer concerns or councillor inquiries prepare , oversee and provide input into Council reports, briefing notes and memos
• Ensure effective staff communication including communicating operational direction and operational impact of decisions
• Delivery of Special Projects and Initiatives
• Assist the Director with the development of strategic and business plans, budgets and direct day-to-day operations in accordance with the Community Resources section
• Monitor and manage overall risk to the City's reputation as well as risk to the programs and services of the Section
• Build and maintain strong relationships across the Branch, Department and other areas of the City to ensure alignment with strategic priorities and City outcomes

Qualifications

• Knowledge, training and/or education in Commerce, Marketing, Operations Management, Business Management, Retailing and Services, Sociology or a related field of study
• Progressively responsible experience in customer strategy management, budget management, business planning, strategic management and conflict resolution
• Proven leadership skills and experience motivating and building high performing teams, managing change and coaching

Skills required for success

• Leadership and Team Management: Proven project and people management skills with the ability to build, motivate, and direct high-performing teams, while fostering strong, collaborative working  relationships
• Strategic Planning and Innovation: A proactive, systems-thinking approach to developing and implementing innovative plans that translate complex concepts into efficient business strategies
• Policy and Political Acumen: Deep understanding of City of Edmonton policies and strategic plans, combined with the political acumen necessary to navigate sensitive issues and advise partners effectively
• Communication and Adaptability: Exceptional verbal and written communication skills, including the ability to draft reports and present to diverse audiences, while staying current with emerging technologies and best practices
• Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
• Embracing a culture of equity, diversity, reconciliation, and inclusion
• Applicants may be tested

Conditions of employment & work environment

• Up to: 1 permanent full-time position
• Hours of work: 36.9 hours per week, Monday - Friday
• Salary: $108,838.80 - $136,046.09 (Annually)
• This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and office
• This position is eligible for the EDO program
• Valid Alberta Class 5 driver’s license (or provincial equivalent)
• The role may necessitate the use of personal transportation to be reimbursed in accordance with the City of Edmonton policy. This may require business auto insurance
• Hire is dependent upon an Police Information Check including a Vulnerable Sector Search satisfactory to the City of Edmonton
• Management and Out-of-Scope positions at the City of Edmonton are being reviewed for possible inclusion in the Civic Service Union 52 bargaining unit. If this position is impacted, the incumbent will be notified accordingly

The City of Edmonton values applicants with a diverse range of skills, experiences, and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact employment@edmonton.ca. Learn more about our benefits https://bit.ly/COEbenefits.

Talent sourced through this process may be considered for similar opportunities within the City of Edmonton.

Recruitment Consultant: AS/SB

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.

#LI-AS1

Classification Title: Supervisor, Output Functions
Posting Date: Jul 16, 2026
Closing Date: Aug 6, 2026 11:59:00 PM (MDT)
Number of Openings (up to): 1 - Permanent Full-time
Union: Management
Department: Community Services
Work Location(s): 19th Floor Edmonton Tower, 10111 104 Avenue Edmonton T5J 0J4