Project Director Internal Corporate Svcs (Business Intelligence)

• Job ID: 57374 
• Job Category: Project Management
• Division & Section: Customer Experience
• Work Location: Hybrid, Metro Hall, 55 John St, Toronto, M5V 3C6
• Job Type & Duration: Full-time, Permanent Vacancy
• Salary: $142,104.00-$189,918.00
• Shift Information: Monday to Friday, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 1
• Posting Period: 16-JUN-2025 to 30-JUN-2025
  
  

As the Project Director for Internal Corporate Services (Business Intelligence) in the Customer Experience Division, you will provide strategic direction and leadership for the divisions overall Business Intelligence and Data Reporting objectives.  Develop objectives and customer-centric benchmarks for the Division through the provision of effective, efficient planning strategies. In addition, build the Division's service priorities, strategic goals and objectives while integrating corporate strategic directions to achieve objectives with a quality assurance and performance management lens.

With a deep understanding of organizational strategy, quality assurance, and performance management, you are a natural leader who thrives in a fast-paced, complex, and collaborative environment. You bring strong political acuity, exceptional analytical skills, and the ability to influence and align stakeholders across all levels of the organization.

The Customer Experience Division leads enterprise-wide initiatives to improve how residents and businesses interact with the City. Focused on enhancing service excellence, the Division supports cross-corporate collaboration, innovation, and accountability through data-driven insights, experience design, and customer-first strategies.

What can you expect to do?

As Project Director, Internal Corporate Services (Business Intelligence), your core responsibilities will include:

• Provide strategic leadership for business intelligence, performance reporting, and planning frameworks across the Customer Experience Division.
• Lead the development and implementation of service benchmarks, quality assurance models, and key performance indicators to inform decision-making and service planning.
• Leads reporting of the City's overall progress towards its CX vision, liaising with Division's to collect, analyze, synthesize and report of city-wide CX data and metrics, contributing to a well-informed, accountable and data-backed organization.
• Leverages data and performance metrics to optimize the CX, understand and achieve stakeholder goals, and evaluate and identify pain points.
• Leads and motivates a diverse workforce, ensures effective teamwork, provides resolution to controversial labour relations issues, ensures high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Leads, motivates, and manages project teams, applying sound project management methodologies including full work plans, timelines, and deliverables.
• Leads and supports the Executive Director on key strategic and/or corporate initiatives, including assessments, planning, implementing, and evaluating strategic and operational plans.
• Lead the synthesis and reporting of divisional and city-wide data to support executive decision-making and a culture of accountability.
• Direct and manage large-scale, multi-year strategic transformational projects that span divisions and impact enterprise-wide priorities.
• Provide regular briefings and high-quality reports to senior executives, Committees of Council, and stakeholder groups.
• Serve as a trusted advisor to senior leadership, providing insights, analysis, and strategic recommendations to inform decisions and resolve complex organizational issues.
• Conducts research and analysis (e.g., financial, strategic, operational, organizational) and interviews with internal and external sources.
• Anticipate, assess, and manage emerging issues related to performance, operations, or strategic priorities.
• Design and deliver comprehensive reports to the Deputy City Manager and Steering Committees, to support key initiatives and milestones.
• Promote the adoption of customer-centric principles across internal corporate services by applying data and user experience insights.
• Champion continuous improvement through the evaluation of programs, services, and tools that support enterprise transformation.
• Manage divisional agenda-setting and forecasting processes to align with Council directives, operational goals, and city-wide initiatives.
• Foster collaboration among senior leaders, project teams, and operational units to ensure consistent and aligned execution of strategic initiatives.
• Oversees, participates in, or supports recruitment selection, labour relations issues, performance review, training, and supervision of assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning, and innovation.
• Lead and mentor a diverse team of professionals, fostering innovation, inclusion, accountability, and high performance.

Key Qualifications:

1. Post-secondary education in Business Administration, Data Science, Computer Science, Engineering or a related discipline, or an equivalent combination of education and experience.
2. Extensive experience in leading complex, multi-year strategic initiatives, preferably within a large public or private sector organization.
3. Proven expertise in data analytics, business intelligence, and performance measurement.
4. Extensive experience with tools such as Power BI, Tableau, Looker, Excel, Access, and programming languages including SQL, VBA, Python or SAS.
5. Strong project and change management skills, with the ability to manage competing priorities and lead high-performing teams.
6. Deep understanding of government operations, organizational development, and public service transformation.
7. Demonstrated ability to influence and negotiate with senior stakeholders and manage sensitive, high-impact projects.
8. Strong political acuity, strategic thinking, and exceptional communication and presentation skills.
9. Experience leading quality assurance, performance monitoring, and service planning functions at a senior level is highly desirable.
10. Proven ability to lead and mentor a diverse team of professionals while fostering a culture of innovation, inclusion, accountability, and high performance.
11. Highly developed interpersonal and communication skills, with the ability to creatively problem solve and build effective working relationships with a variety of stakeholders including various political levels, communities, advocates, staff and media.
12. Ability to handle multiple tasks concurrently with shifting priorities and firm deadlines

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.