Project Manager, Customer Experience

The City of Guelph is a vibrant community with over 120,000 people located in the heart of Southern Ontario, just one hours driving distance from Toronto.  Set in a picturesque natural setting, Guelph is known for its rich architectural heritage, growing economy and excellent quality of life – all good reasons to consider a career in this beautiful city.

Job summary

Reporting to the General Manager of Transit Operations, and managing the daily customer experience and continuous improvement functions while working in synchronization with Transit operations, planning, business services and facilities to increase overall divisional organization capabilities and performance.  This role will take on the daily responsibilities involved in the management of smaller internal projects such as the digital sign strategy, bus stop and facility upgrades, as well as being the Transit lead on larger projects, such as the city campus and electrification strategy. Additionally, responsible for identifying areas for improvement and deploying effective impactful solutions to enable Transit to meet operation and strategic goals.  Guided by the goals and objectives of the City of Guelph Strategic Plan and committed to the Corporate Values of integrity, service, inclusion, wellness and learning, the candidate will aid in the achievement of the Vision for an inclusive, connected and prosperous city.


  • Lead process improvement and inspire staff to be passionate, creative and innovative in their approach towards continuous improvement, while driving culture change and striving for service excellence.
  • Through a fiscally responsible lens, deliver data driven opportunities to improve performance and reduce the long term effects of the bottom-line
  • Improve customer experience and customer satisfaction by understanding the riders journey, policy, processes and workflow to identify challenges, trends and other issues
  • Deliver the best value for customers with reduced effort through improving efficiency and cost
  • Actively support the culture change towards continuous improvement by training, developing and implementing improvement processes and KPI’s, while fostering operational excellence.
  • Identify a Continuous Improvement long-term Roadmap and ensure its alignment with the City’s strategic plan.
  • Reviewing and analyzing programs and systems to ensure continuous improvement targets are achieved, such as internal and external reporting, work flow, reporting and managing deficiencies.
  • Working with stakeholders to identify priority areas for improvement.
  • Manage stakeholder input and concerns, including internal/external partners, customers and staff. Balance competing interests.
  • Create definitions for project scope and objectives, ensure all relevant stakeholder and technical feasibility issues are included
  • Represent the City in a professional manner when dealing with customers in a variety of situations (general inquiries, system presentations, online and in-person training)Work with all sections in Transit as well as other departments on operating and capital budgets as needed to meet project work
  • Develop, implement and maintain departmental policies,  standard operating procedures and practices,   existing and future programs, as well as ensuring training requirements are completed.
  • Consult and collaborate with internal and external stakeholders for the delivery of project work including pilot projects completion and on budget
  • Lead focus groups and compile information from needs assessment activities into minutes of meeting and final reports.
  • Identify areas for improvement using data where possible to create effective concepts, solutions, strategies for continuous improvement working with all areas within the division
  • Communicate with the public as required by resolving enquiries including social media platforms, email, telephone and supporting staff with complex customer issues.
  • Monitor customer satisfaction goals and objectives throughout project life-cycle.
  • Manage the governance process for customer and operational processes
  • Must be available for backfilling duties of other areas within the Guelph Transit management team structure.
  • Other duties as assigned


  • Demonstrated continuous improvement professional with experience leading and managing projects with a post-secondary degree in Business Administration, Public Administration, related discipline and considerable customer service and finance experience. Our ideal candidate will have a minimum of 3 – 5 years related experience in technical and/or client service roles, preferably in a municipal setting and dealing with multiple stakeholders, and at least 2 year of leadership experience.  Candidates with an equivalent combination of education and experience will be considered.
  • Strong analytical and mathematical proficiencies.
  • Demonstrated customer service excellence, excellent verbal and written communication skills, superior interpersonal skills, and the ability to work in a fast-paced, high-pressure environment.
  • Experience in a public and/or a unionized environment is considered an asset.
  • Proficient in MS Office, specifically Excel.
  • Organized, disciplined, and motivated to succeed.
  • Demonstrated ability to adapt quickly in a constantly changing project environment
  • Demonstrated commitment to continuous improvement and service excellence.
  • Must possess a valid class G driver’s licence and access to a vehicle.
  • Lean Six Sigma Certification considered an asset
  • Proven analytical and leadership skills
  • Project management skills – PMP considered an asset
  • Excellent relationship management skills with the ability to network with stakeholders and a high-degree of customer service skills.
  • Demonstrated understanding of technology, whether by education, experience, or both.
  • Solid business and technical acumen with the ability to think strategically.
  • Ability to manage workload in a high-stress environment, where priorities are constantly changing and work in an environment with a high rate of technological change.
  • Excellent communication and negotiation skills.
  • A team player with experience working with customers, technology and finance.
  • Demonstrated analytical, problem solving, decision-making, critical thinking, report writing, organizational, planning skills, interpersonal and team skills.
  • Experienced track record in identifying areas for improvement and solution deployment


$75,634.49 – $94,543.11

How to apply

Qualified applicants are invited to apply using our online application system by Friday, April 16, 2021. Please note all applicants must complete the online questionnaire specific to this position at the time they submit their resume and cover letter in order to be considered. Proof of qualifications will be requested at the interview stage.

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The City of Guelph is an equal opportunity employer which values diversity in the workplace. We are therefore happy to accommodate any individual needs in keeping with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require an accommodation in order to participate in the hiring process, please contact us to make your needs known in advance.

Personal information collected through the recruitment process will be used solely to determine eligibility for employment. We thank all candidates in advance; however, only those being considered for an interview will be contacted.