Conestoga College Looking for Manager, Customer Experience & Service Innovation at Kitchener, ON Full Time

Requisition Details

Administrative Full-time Replacement Position

The Manager of Customer Experience & Service Innovation will provide leadership and direction for customer-facing Facilities Management services and communications. They will shape and lead strategic innovations within the department to improve productivity, operational efficiency, and service delivery models provided to the entire college community. The incumbent must anticipate future needs and opportunities across the college in the pursuit of customer-added value in various departmental services and processes. Focusing on resource management, value delivery, risk management, long-term planning, and active collaboration with external contractors, academic areas, other service partners, and students, the incumbent will lead through effective change management strategies to produce enriched customer experiences.

Successful candidates will be required to conduct work within Ontario and must be available to work on campus as required. It is anticipated that this position will meet the needs of the department through a work arrangement with 4 to 5 days on-site, with the possibility of 1 day of remote work.

Responsibilities:

Facilities Management Services and Communications

• Collaborating with staff and administrators across the college on ongoing service needs, recommending solutions, and implementing feedback
• Developing and updating KPI’s (Key Performance Indicators), service desk standard operating procedures, and metrics
• Employing data-driven and decision-making to prioritize, schedule, and implement efficiencies to improve customer service and response times
• Providing oversight with internal College Special Events and external Community Event activities
• Co-ordinating event planning and needs with available College Resources and arranging external contractors to meet event requirements
• Ensuring during all events, that College procedures and guidelines are adhered to and any relevant legislated requirements are met (Fire Code, AGCO, Provincial/Municipal, and Public Health Regulations).
• Supervising college Logistics (Shipping/Receiving and Mail Service) operations along with other materials handling services related to department operations, providing direction to ensure day-to-day operations are planned and coordinated to support the core objectives of the department and the Conestoga community
• Managing inventory management tracking system and evaluating service deliveries and product levels to improve inventory control procedures
• Executing a strategic communication plan through leading a range of activities in support of the departments’ communication, engagement and outreach efforts

Strategic Service Innovation Initiatives

• Developing the expertise, mentality, and capacities required to achieve innovation objectives within the department
• Balancing multiple considerations simultaneously – changing technologies, emerging college needs, and customer feedback – to identify new opportunities for customer experiences, propositions, and services.
• Mapping out the customer experience and department capabilities required to deliver feasible, viable, and sustainable service models
• Working collaboratively with stakeholders to define how to create customer and service insights that inspire the team and generate breakthrough solutions
• Using ‘design thinking’ and ‘systems thinking’ techniques to transform strategic direction into priorities, objectives, and a clear evaluation framework
• Leading through change management strategies for successful implementation of innovation initiatives

Qualifications:

• Three-year Diploma/degree is required, preferably in Business or a related discipline with an emphasis on customer experience
• Seven years of related work experience is required demonstrating strong customer insight-driven design thinking across a diverse range of service delivery models
• Excellent leadership, client, and customer services skills with the ability to balance the needs of the client, various departments and the mandated function of the department and College
• Strong communicator and moderator both internally and with clients, understanding different perspectives, seeking common ground, and advocating customer value and business solutions.
• Ability to see the big picture and zoom in on the details to impactful moments of the customer experience
• Open-minded to changes and challenges
• Curious, consultative, self-starting, collaborative, empathetic, helpful, resilient, and eager to learn
• Familiarity with and ability to work effectively in a unionized environment.
• Ability to use Microsoft Office Suite is essential
• Think and act strategically to assess and mitigate risk, and to resolve complex problems with good judgment and diplomacy
• Availability to respond to after-hour emergencies

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