Senior Manager, Marketing Operations

Job Summary

Reporting to the Director/Chief Marketing Officer (CMO), the Senior Manager, Marketing Operations ensures alignment with Toronto Public Library (TPL) strategic priorities while maximizing capacity, improving processes, and delivering high-quality marketing and communications outcomes. The role provides strategic and operational leadership for portfolio management, planning, process excellence, technology enablement, and data-driven decision-making across the Communications, Programming and Customer Engagement (CPCE) division, supporting all functions and areas of operation – Marketing, Brand, Communications & Stakeholder Relations, Content Strategy & Channel Management, and Cultural Programming. Managing a team of support staff and working collaboratively with divisional leadership, the Senior Manager fosters a high-performance, service-oriented culture that supports staff, leadership, and internal clients across the organization.

Key Responsibilities

Strategic & Divisional Planning and Portfolio Management

• Lead end-to-end project management of the CPCE project portfolio, including intake, prioritization, planning, execution, and evaluation.
• Develop and maintain CPCE project portfolio management processes, tools, data, and reporting to provide real-time visibility into progress, risks, issues, dependencies, budgets, and capacity.
• Lead development and maintenance of the annual CPCE divisional workplan, and ongoing business planning activities, ensuring alignment with TPL’s strategic plan and organizational priorities. Represent CPCE as a member of TPL's internal Business Planning Group.
• Work cross-divisionally to align priorities, expectations, and timelines, balancing enterprise needs with divisional capacity.
• Ensure delivery of high-quality, responsive, and coordinated service within CPCE and to internal partners across TPL.

Process Excellence and Business Process Reengineering

• Lead the mapping, analysis, and optimization of CPCE business processes, identifying inefficiencies, redundancies, bottlenecks, and risks across the marketing and communications lifecycles.
• Collaborate with CPCE leaders and cross-divisional stakeholders to ensure redesigned processes are well-integrated, change-managed, and adopted, with clear roles, handoffs, and accountability.
• Measure process effectiveness and drive ongoing business process improvements by monitoring and assessing process success using defined metrics, feedback, and performance data, and leading ongoing refinement initiatives.

Data, Analytics and Martech Leadership

• Measure and track project success, operational performance, and internal client satisfaction, using insights to drive continuous improvement.
• Design, manage, and monitor division-specific and strategic plan performance measures and KPIs for CPCE deliverables, ensuring alignment with organizational objectives and best practices in marketing operations.
• Provide strategic business leadership for CPCE’s marketing and communications technology ecosystem, identifying opportunities where technology can modernize operations, reduce manual effort, streamline processes, and improve insight generation.
• Work with Policy, Planning & Performance Management and ITS divisions on selection, implementation, governance, and adoption of marketing, analytics, automation, BI, and workflow tools.

People & Organizational Leadership

• Working with other CPCE and TPL managers, build and sustain a high-performance team culture grounded in collaboration, service excellence, accountability, and continuous improvement.
• Provide leadership, coaching, and mentoring to professional and support staff (directly and/or through managers), supporting individual development and succession planning.
• Provide coordination and oversight for CPCE staff training and development, including tracking and monitoring progress against Library strategic objectives.
• Foster inclusive, respectful, and equitable work practices aligned with public service values and human rights principles.
• Operate as a fully accountable leader, both independently and as a member of the Library’s broader management team.
• Build effective, collaborative working relationships with internal and external stakeholders, including senior leadership, partners, and vendors.
• Prepare and deliver clear executive-level communications and presentations, translating complex strategies and data into actionable insights for decision-making.

Qualifications

• Undergraduate degree in Business Administration, Management, Communications, or a related field, or a recognized equivalent combination of education and experience.
• Significant management experience gained through a minimum of seven (7) years of progressively responsible roles in project, portfolio, or operations leadership, preferably within a public-sector environment and with marketing expertise preferred.
• Extensive experience in project management and project portfolio management or related disciplines. Project Management Professional (PMP) certification an asset.
• Demonstrated experience in organizational transformation, process improvement, and change leadership. Change Management certification (Prosci or equivalent) an asset.
• Demonstrated proficiency and expertise with project management software and tools. Experience with Smartsheet an asset.
• Demonstrated experience in managing a team of professional and support staff, with experience in a unionized environment an asset.
• Strong communication, analytical, facilitation, and relationship management skills.
• Commitment to public service values, equity, access, and customer service excellence.

ACCOMMODATION:

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.

APPLICATION PROCESS:

Toronto Public Library (TPL) invites applications from all qualified individuals. The Library is committed to equal opportunity, diversity in the workplace, equity and reconciliation, and welcomes applications from Indigenous people, Black and racialized groups, people with disabilities, 2SLGBTQ+ people and women.