Program Manager, Customer and Community Relations (Ottawa, ON, CA) en City of Ottawa

JOB SUMMARY

The mandate of the Transit Customer Systems and Planning Service is to provide customer service, service planning, and technology and control systems support for OC Transpo, geared to providing excellence in customer service delivery to 100 million transit customers per year by means of conventional bus, para transit and rail operations. Transit Customer Service is responsible for delivering a broad range of program areas and services related to Marketing/Branding, Sponsorship/Advertising, Customer Service, Information, Fare Sales and Operations, Community Relations, and Internal Communications. 

You are responsible for ensuring the provision of support to transit customers through case management, live information channels, and social media. You provide support and case management for Councillors’ offices; ensure that customers with accessibility needs are supported in their use of the transit system; and provide resources to represent the department at community and Councillor-led events.

You are also responsible for developing and monitoring operating budgets, and for managing the human resources of the Unit, including hiring, termination, performance management and discipline of staff as necessary.

EDUCATION AND EXPERIENCE

Completion of 4 year university degree in public relations, journalism, business administration, communications, public administration, or a closely related field.

Minimum of 8 years of increasingly responsible professional customer service and public relations experience including at least 5 years of staff and program supervision. Significant experience in or exposure to a customer service environment (i.e.. call centre, client service centre, technical support centre, etc.).  

Experience in a public transit or passenger transportation operation is an asset.

KNOWLEDGE

• General knowledge of the City of Ottawa and of corporate and departmental policies and procedures
• Financial management practices and budget processes
• Methods used to deal with the media in a professional manner
• Standards specific to specialty area
• Equipment operation specific to specialty area
• Thorough knowledge of customer service, promotional, market research and public relations theories, techniques and practices;
• Strategic planning process;
• Knowledge of call centre and/or customer centre practices and operations;
• Knowledgeable of all pertinent legislation, by-laws, regulations and standards applicable to OC Transpo or demonstrated ability to acquire this knowledge
• Working knowledge of management principles and practices;
• Working knowledge of public transit operations and marketing practices and procedures;
• Tender call and contract administration.
• Structure and process of government, including inter-governmental stakeholders.
• Supervisory experience and motivational techniques. Working knowledge of corporate human resource policies, practices and collective agreements related to managing in a unionized environment, including hiring, dismissal, performance management and the grievance procedure
• Computer applications, including MS Office, Excel
• Must possess the training, experience and knowledge to organize the work and its performance. 
• Must be familiar with all applicable health and safety legislation, have knowledge of any potential or actual danger to health or safety in the work place, and have knowledge of appropriate actions to be taken in order to ensure the health and safety of staff in accordance with applicable legislation and City policies and procedures.

COMPETENCIES, SKILLS AND ABILITIES

Core Behaviours
Core behaviours define the City's expectations of the behaviours employees should demonstrate in performing their work.  They are reflective of the City's culture and values and guide all our present and future activities.  Every employee is encouraged to learn, embody, and demonstrate these core behaviours.

Review the Core Behaviours.

Leadership Competencies
The City has defined key competencies that leaders are expected to embody and demonstrate to successfully move the organization towards achieving its strategic objectives and create an organizational culture that supports and empowers employees to excel, grow and reach their full potential. These leadership competencies and associated behaviours are expected to be demonstrated by leaders at all levels of the organization. 

Review the Leadership Competencies.