PROJECT MANAGER DIGITAL PRODUCTS

Job ID: 64718
Job Category: Project Management
Division & Section: Customer Experience, Channel Experience & Innovation
Work Location: Metro Hall, 55 John Street, Toronto, ON, M5V 3C6
Job Type & Duration: Permanent, full-time vacancy
Salary Range: $115,672.00 - $160,649.00, TM2606, Wage grade 7.5

Hiring Zone: $127,728.00 - $138,484.00
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 21-May-2026 to 04-June-2026

Are you a seasoned Customer Experience professional ready to shape the future of customer experience at the City of Toronto? The City of Toronto is currently seeking a Project Manager Digital Projects to manage the modernization of business processes and programs by overseeing cross-functional project teams and corporate partners. This role will support the evolution of the City's digital customer experience strategy, including introducing and implementing project and change management best practices in the design, delivery and optimization of centralized user services.

The Customer Experience Division (CXD) incorporates a collaborative approach to drive standards, capabilities, and the scaling of platforms with a focus on providing outcomes that result in public access to inclusive, accessible, integrated services via channels of choice, including 311 Toronto.

You will support CXD’s mandate through the modernization of service experiences, service design, human-centred design, robust change management practices, and continuous improvement. Using a customer-centric approach, you will bring together process, people, and technology to deliver improved and modernized services for customers, staff, and stakeholders, ensuring services are intuitive, accessible, and responsive to the needs of the customer.

Major Responsibilities:

To manage transformation projects by leading cross-functional teams and corporate partners always keeping the customer view at the centre. To support the evolution of the City's digital strategy, combining practices of Human Centred Design (front-end) and Business Process Re-engineering (back-end) to the design and delivery of services employing product and agile methodologies.
Implements detailed plans and recommends strategies, policies and project direction regarding program transformation needs.
Develops project artefacts, including detailed work plans, project charters, schedules, budgets and team resource plans.
Conducts research into assigned area ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
Establishes program goals and objectives, develops project control procedures and quality assurance measures including Key Experience and Performance Indicators.
Leads, motivates and manages project teams, applying sound project management methodologies including work plans, timelines and deliverables.
Manages multi-disciplinary product teams from across the organization to achieve project goals and objectives including staff from program areas and technology partners.
Manages project organization structures and systems including steering groups, working groups and committees and reporting to executive committees.
Develops program performance indicators and establishes reporting requirements to provide strategic program oversight.
Leads the development of business cases and manages key procurement activities.
Informs the design, development and implementation of program changes, new program structures or pilot projects to better support goals.
Introduces product management and agile project management concepts to establish and lead multi-disciplinary product teams through discovery, design and implementation phases.
Defines product vision with key stakeholders including end-users, program areas, the technology team and executive committees and provides regular updates on project progress and barriers.
Develops business cases, return on investment and key performance indicators for moving services to self-serve.
Embeds service design, user experience and business process re-engineering in product lifecycle, including rapid prototyping, user testing and support system design, patterns and requirements.
Demonstrates strong leadership skills to motivate the product team and develop collaborative and effective relationships with partners towards delivery of new digital services.
Supports the evolution and definition of the City of Toronto's digital strategy.
Provides ongoing leadership by using effective management techniques and implementing change management strategies in order to improve efficiency, effectiveness and accountability and to proactively seek opportunities to further the City's interests.
Recommends and establishes organizational changes to meet organizational/divisional objectives.
Works with divisional management, sector partners and others to promote innovation.
Collaborates with stakeholders to gain buy-in and assurance of strategic directions for the organization or division.
Provides program leadership to promote excellence in customer service, effective and efficient service delivery models and accountability at all levels of the service experience.
Establishes strong communication with divisional management to ensure effective program oversight.
Works closely with shared and internal service providers to ensure effective communication.
Manages project budgets and delivers projects within approved financial and time commitments. Monitors progress to reduce risks and initiates timely corrective action when required.
Develops organizational and strategic awareness with focus on future direction and objectives.
Develops and maintains the necessary relationships with organizational upper management and political entities (internally or externally), as required, to support and sustain the organizational objectives.
Adheres to the principles of the Project Management Institute (PMI) and PMI's Code of Ethics and Professional Conducts to develop and organize project protocols, procedures, relationships, and performance objectives to promote and achieve targets.
Manages the design, development and implementation of functional changes, policies, processes and procedures needed to realize proposed value and/or organizational outcomes.
Negotiates organizational changes, funding requirements, political and executive support needed to promote the successful delivery of strategic objectives and/or projects.
Negotiates with executive and senior management, clients and various stakeholders often with competing and conflicting goals, objectives and priorities.
Applies high level of acuity and influence with program executives to shape and deliver against the product vision, specifically with respect to negotiating for resources and addressing real or perceived policies/risks.
Tracks decisions and project-related reports and activities and provides advice and analysis regarding relevant implications.
Ensures senior staff and elected officials are kept informed and advised on project-related matters.
Ensures integrated and consistent communications, issues management, and responses to existing and emerging issues.
Prepares comprehensive reports and presentations to Committees of Council, community and stakeholder groups.
Negotiates and builds relationships, working in close collaboration with executives and senior management, clients and various stakeholders across the organization, often with competing and conflicting goals, objectives and priorities to resolve critical strategic and operational issues and deliver on major project objectives while ensuring that both City and business priorities are met.

Key Qualifications:

Experience defining and managing strategic business opportunities and delivering large, complex, multi-stakeholder projects.
Experience applying Human Centred Design, Business Process Re-engineering, agile and product management methodologies and techniques to the discovery, design and delivery of services.
Experience leading cross-functional teams including managing project plans, developing product roadmaps, leading stand-ups and data dashboards.
Experience with recruitment selection processes, handling labour relations issues, performance reviews, and training and supervision of assigned staff as well as motivating cross functional teams.
Experience preparing reports, status updates and presentations and briefing executive sponsors and leadership.
Proven success in driving results, defines outcomes and ensuring that the strategy is executed successfully to change business outcomes.
Advanced project management skills to provide executive management with the necessary information for selecting, prioritizing and redirecting appropriate projects given organizational goals, estimated resource requirements, determining resource availability.
A leader in cross-divisional change management strategies including training, corporate communications and staff engagement initiatives.
Proven ability to foster the development of an organizational culture that focuses on delivering exceptional customer service.
Strong verbal and written communication skills with the ability to communicate effectively at all organizational levels and establish effective working relationships.
Familiarity with government legislation across a broad range of municipal areas.
Project Manager Professional (PMP), Project Management Institute (PMI), SCRUM certifications/designation are considered a strong asset.

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.

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