Supervisor of Customer Experience

ABOUT US

The City of Spruce Grove is a fast growing, dynamic city committed to building and maintaining a fiscally responsible community that serves our residents, attracts visitors, and promotes future growth.
The “Values, We Live By” are accountability, communication, leadership, integrity, and respect while we work towards maintaining a work/play balance.
We are an organization that cares, an organization that is committed to our city and committed to you. The City of Spruce Grove is committed to public service, where everyone feels empowered to contribute their best work. We believe that by working together in a spirit of collaboration and respect, we can achieve great things.

THE OPPORTUNITY

The Supervisor of Customer Experience is a key member of the Recreation & Culture Leadership Team, responsible for providing strategic leadership and operational oversight of customer experience, customer access, facility bookings, registration services, frontline business operations, and business systems supporting customer service delivery across Recreation & Culture facilities and services.
Providing leadership and oversight to the Customer Experience team through clear service standards, operational priorities, and continuous development, the Supervisor ensures residents, user groups, and community partners receive accessible, consistent, and high-quality service throughout every interaction with the department. The position is responsible for establishing and maintaining customer experience standards, optimizing business processes and business systems, and fostering a culture of service excellence, innovation, collaboration, and accountability.
Acting as the department's lead for customer experience, the Supervisor provides strategic direction for customer access, service delivery, operational practices, and continuous improvement initiatives that support the City's Strategic Plan, Corporate Plan, and departmental priorities. Through the ongoing evaluation of customer needs, operational performance, and emerging industry trends, the Supervisor identifies opportunities to enhance service delivery, improve operational efficiency, and ensure sustainable, customer-focused business practices across Recreation & Culture.
This is a full-time, permanent position.
Salary: 16A - $97,861.40 - $116,316.20 annually.

RESPONSIBILITIES

Leadership
• Contribute to corporate, divisional, and departmental business plans, providing strategic direction to staff and advancing customer experience initiatives that align with corporate priorities.
• Provide strategic leadership for the development, implementation, and continuous improvement of customer experience strategies, service standards, business processes, policies, and operational practices.
• Establish priorities, allocate resources, and delegate responsibilities to ensure efficient, effective, and customer-focused service delivery.
• Assess customer service delivery models, operational practices, and business systems, recommending policies, procedures, and service improvements that enhance customer access, operational effectiveness, and organizational performance.
• Actively contribute as a member of the Recreation & Culture Leadership Team by supporting, departmental priorities, strategic initiatives, and long-term planning.
• Provide strategic advice and recommendations to the Director on customer experience trends, operational issues, service delivery, and business improvement opportunities.
• Analyze customer feedback, operational performance, and service delivery trends to identify opportunities for continuous improvement and evidence-informed decision-making.
• Foster a culture of service excellence, innovation, collaboration, accountability, and continuous improvement that reflects the City's Values We Live By.
Supervision
• Hire, supervise, coach, mentor, and develop Customer Experience staff in alignment with corporate and departmental standards.
• Manage the day-to-day operations of the Customer Experience section by establishing priorities, assigning work, managing staffing and scheduling, and ensuring service levels and customer experience expectations are achieved.
• Guide staff in service delivery by applying customer experience principles, operational planning, performance measurement, business process improvement, and applicable legislation.
• Provide ongoing coaching, training, and professional development through performance management, mentoring, and learning opportunities.
• Support workforce planning through employee development, succession planning, and organizational capacity building.
• Conduct regular team meetings to strengthen communication, resolve issues, and promote collaboration.
• Complete performance reviews and liaise with Human Resources regarding personnel and payroll matters.
• Promote a safe, respectful, inclusive, and harassment-free workplace.
• Delegate operational authority where appropriate while maintaining accountability for service quality and business outcomes.
Customer Experience & Service Delivery
• Provide strategic leadership for customer experience across Recreation & Culture facilities, programs, services, and events.
• Establish, implement, and evaluate customer experience standards that promote accessible, consistent, and high-quality service delivery.
• Lead the continuous improvement of customer access/accessibility, service delivery, business processes, and customer-facing policies, procedures, and service models to enhance operational effectiveness and the customer experience.
• Oversee facility bookings, registration services, admissions, and customer-facing administrative functions.
• Monitor customer service performance through operational metrics, customer feedback, and industry trends, implementing improvements that enhance service delivery and customer satisfaction.
• Provide leadership in resolving complex customer concerns and collaborate with departmental managers to integrate customer experience principles across Recreation & Culture operations.
• Ensure customer communications, public information, and operational messaging support a positive and consistent customer experience.
Risk Management & Safety
• Ensure staff are appropriately trained to meet emergency, health, safety, and workplace legislative requirements.
• Oversee the development, implementation, and continuous improvement of customer service, operational risk management, and emergency response practices, collaborating with the Manager of Recreation & Culture Facilities where appropriate.
• Ensure timely reporting and investigation of incidents, customer concerns, hazards, and near misses.
• Promote a positive safety culture and ensure compliance with applicable legislation, corporate policies, and departmental procedures.
Budget & Administration
• Develop and recommend annual operating budget requirements for the Customer Experience portfolio, contributing to departmental business plans, budgets, and long-term operational planning.
• Manage assigned operating budgets, monitor revenues and expenditures, and provide financial forecasts and variance reporting.
• Oversee financial controls related to customer transactions, registrations, admissions, bookings, reconciliations, and revenue collection.
• Provide strategic oversight of business systems supporting customer service delivery, operational reporting, and business decision-making, identifying opportunities to improve workflows, technology, and business processes.
• Coordinate purchasing and operational expenditures in accordance with corporate policies and recommend administrative practices that support sustainable service delivery.
Contract Development & Management
• Establish and maintain relationships with contractors, vendors, tenants, community organizations, and service providers supporting Customer Experience operations.
• Provide oversight and accountability for contracts, agreements, permits, and service providers within the Customer Experience portfolio.
• Collaborate with Corporate Services and other departments in the preparation, evaluation, and administration of contracts, tenders, and requests for proposals.
• Review and administer agreements supporting customer service delivery, facility bookings, business systems, and related operations.
Communications & Partner Relations
• Provide strategic leadership and oversight of customer-facing communications, ensuring information is accurate, accessible, timely, and aligned with corporate standards, while supporting the continuous improvement of customer information, digital communications, operational messaging, and wayfinding.
• Build and maintain collaborative relationships with internal departments, community organizations, user groups, tenants, contractors, and other partners to support service integration and departmental objectives.
• Represent the department on corporate committees, project teams, and community initiatives.
• Assess customer feedback and operational trends to inform service improvements, communications, and future planning.
Other Duties
• Understand and adhere to City policies, procedures and standards, whether written or implied, as amended from time to time.
• Provide leadership for Health and Safety by making every reasonable effort to ensure the health and safety of staff within the section. Understand the safety incident reporting requirements.
• Act as a steward of the City's Corporate Culture through empowerment and support to staff.
• Maintain professional and technical knowledge through workshops, seminars, professional networks, and participation in relevant associations.
• All employees shall act in a safe manner at all times and will report any unsafe conditions, procedures or acts for the benefit of the City. Continual adherence to the City Safety Policy is mandatory.
• Employee are expected to stay current on WHMIS and other safety-related procedures.
• May provide back up for Director in their absence.
• Perform other job-related duties.

QUALIFICATIONS

• Post-secondary degree in Business Administration, Public Administration, Recreation Administration, Recreation Management, Commerce, Hospitality Management, Customer Experience, or a related discipline.
• A minimum of 7years of progressively responsible experience in customer experience, business operations, recreation administration, facility operations, or municipal service delivery. A related College/Technical Diploma with a minimum of 10 years of relevant experience will also be considered.
• Demonstrated experience leading customer service, customer experience, or business operations within a complex, multi-service organization, preferably in a municipal or public sector environment.
• Proven ability to lead, coach, mentor, and develop diverse teams while fostering employee engagement, accountability, and a culture of service excellence.
• Demonstrated experience in strategic planning, operational planning, business process improvement, and continuous improvement initiatives.
• Experience managing customer-facing business systems, registration systems, facility booking systems, point-of-sale systems, or other enterprise business applications supporting customer service delivery.
• Financial management and administrative experience, including budget preparation, revenue monitoring, financial controls, forecasting, reporting, and procurement.
• Experience developing, implementing, and evaluating policies, procedures, service standards, and operational practices.
• Strong customer service and relationship management skills, with the ability to build and maintain collaborative relationships with internal departments, user groups, contractors, community organizations, and external partners.
• Excellent communication, interpersonal, facilitation, and conflict resolution skills, including the ability to manage complex customer concerns and represent the City in sensitive situations.
• Strong analytical, problem-solving, and decision-making skills, with the ability to interpret data, evaluate trends, and implement operational improvements.
• Demonstrated knowledge of applicable legislation, corporate policies, privacy requirements, accessibility principles, and customer service best practices.
• Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
ASSET QUALIFICATIONS:
• Prior municipal experience.
• Project Management training or certification.
• Emergency Management training.
• Experience with ActiveNet or comparable recreation management software.
• Experience with point-of-sale, ticketing, or customer relationship management (CRM) systems.
• Conflict Resolution training.
COMPETENCIES:
Thinking & Acting Strategically - Forward-thinking. Sees the big picture and imagines the future. Links long-range visions, strategies, and concepts to daily work. Aligns personal actions and initiatives with customer needs, and with organizational priorities and direction. To think and act strategically requires an understanding of our organizational direction, as well as the internal and external factors that influence decision-making.
Building Influential Working Relationships - Strengthening and developing working relationships and strategic alliances that are founded on ethics, trust, and guided by our corporate values of respect, leadership, accountability, communication, and integrity.
Optimizing Performance & Results - Reaches for excellence for oneself, one’s team, and the organization. Determined and focused on achieving outcomes that align with organizational goals. Creates goals and priorities that maximize resources while using an enterprising, resourceful approach to deliver outcomes and achieve customer expectations. Maintains accountability for results.
Growing Talent & Workforce Capacity - Honouring the individual differences that make each person unique. Being curious and committed to listening, reflecting, and learning. Developing individual and workforce capabilities to enhance the organization’s capacity to accomplish strategic goals, enhance program and service delivery, and provide an exceptional customer/client experience. Contributes to a learning and teaching culture.
Fostering Innovation & Steering Change – Creates an environment for transformation. Advances the City through improvement based on innovation and guides the associated change. Uses the skills, attitudes and behaviours needed to produce new or improved programs and services to meet current and future needs of our customers, our organization, and our community.

CONDITIONS OF EMPLOYMENT

• Successful completion of a Criminal Record Check satisfactory to the City of Spruce Grove.
• Valid Class 5 Alberta Driver's License with a satisfactory driver's abstract, maintained throughout employment.
• Ability to work flexible hours, including evenings and weekends, to support operational requirements, meetings, programs, events, and emergency situations, as required.
• Standard First Aid/CPR certification, or the ability to obtain within a specified timeframe.
• Ability to travel between City facilities and off-site locations, as required.
• Maintain all certifications, licenses, and training required to perform the duties of the position.
WORKING ENVIRONMENT:
• Monday to Friday.
• Hours of Work: 8:30am to 4:30pm.
• Overtime may be required.
• Work is performed primarily in an office environment with regular presence throughout Recreation & Culture facilities and customer service locations.
• Occasional evening and weekend work is required to support departmental operations, meetings, programs, events, and community initiatives.
• Regular travel between City facilities is required to provide leadership, operational oversight, and support to staff and services.
PHYSICAL REQUIREMENTS:
Light
• Sitting, standing, walking, climbing, stairs, kneeling, manual dexterity, visual acuity/color vision.
• Lifting to 5kg (11lbs).

NEXT STEPS

• You must apply through this portal to be considered. We do not accept applications through other forums.
• Only those candidates selected for further consideration will be contacted.
• Candidates may be interviewed as applications are received.
• The posting may be used to staff other permanent or temporary vacancies.

WHY WORK FOR US?

• Competitive annual salary
• Pension
• Medical & Dental Benefits
• Life Insurance
• Wellness Initiatives
• Work/Life Balance
• Recognized General Holidays
• Leave Options
• Flexible Work Arrangements
• Positive Work Atmosphere
• Employee Awards
• Volunteer and Fundraising Opportunities
• Professional Development