MANAGER BUSINESS SERVICES

Job Responsibility: Job ID: 54790 Job Category: Operations & Maintenance Division & Section: Parks, Forestry & Recreation, PFR Client & Business Services Work Location: Hybrid, Metro Hall, 55 John Street, Toronto, ON Job Type & Duration: Full-time, Permanent Vacancy Salary: $122,305.00-$163,639.00 Shift Information: Monday to Friday, 35 hours per week Affiliation: Non-Union Number of Positions Open: 1 Posting Period: 21-MAR-2025 to 10-APR-2025 In the position of Manager, Business Services - Visitor Experience, you will ensure that the vision for Biidaasige Park is realized as a high-quality and vibrant waterfront park, serving the diverse needs of Toronto park users. Biidaasige Park is envisioned to join the ranks of the world's best city destination parks, emphasizing its unique setting facing Toronto Harbour along a one-kilometre-long new river mouth, and its remarkable story of urban regeneration, Indigenous place keeping and climate resilience. The Park will be known for offering a distinctive mix of local and international-scale programs, activations, festivals, events, and passive park uses; a diverse range of park amenities, delivering an exceptional visitor experience through a collaborative governance structure that carefully coordinates the actions of government, agencies, non-profit and Indigenous partners. The Manager Business Services will develop, coordinate, and manage the visitor experience and customer-facing initiatives for Biidaasige Park. The Manager would be responsible for developing partnerships, revenue streams, provision of food, beverage, arts and cultural experiences, and for developing and measuring park performance against key performance indicators. This includes developing and administering the park's budget, coordinating delivery of quality programming, facilitating allocation of space and ensuring a high standard of customer service and on-site park maintenance. You will work inter-divisionally, corporately and with key stakeholders and partners including but not limited to Waterfront Toronto, TRCA, Ports Toronto. You will represent Parks and Recreation and the City of Toronto to the public, other levels of government, park partners (including the Lassonde Art Trail), Indigenous groups, and other relevant stakeholders. Reporting to the Director, Client and Business Services, you'll work strategically and proactively to implement the vision, set priorities, develop business plans and provide leadership to staff at Biidaasige Park, building the visitor experience model that can be replicated at other destination parks. You will align the Park's activities with the objectives of the Parks and Recreation Division while putting the park user at the forefront of decision making. You will be a strategic, data-driven and solutions-oriented thinker with strong relationship building and communication skills. Exercising sound judgement and political acuity in your data-driven decision-making, you will recommend and implement best practices related to special events and programs, vendor and visitor operations, marketing and sponsorship strategies, maintenance and capital planning, and the City's responsibilities. You will also cultivate a culture of learning and collaboration. The successful candidate in this high-profile role will benefit from extensive experience developing visitor experience strategies, managing relationships with multiple not for profit, for profit, and community-based organizations, and knowledge of applicable bylaws, regulations and/or policies, and relevant employment legislation, e.g. Employment Standards Act, Ontario Human Rights Code, Occupational Health & Safety Act, and Accessibility for Ontarians with Disabilities Act (AODA). You have the ability to manage competing demands and team workflow, can exercise flexibility in an environment of shifting priorities, firm deadlines and high-performance expectations, and are prepared to work nights, weekends and holidays, and in all weather conditions, as required, to meet operational needs of a large-scale outdoor site. Major Responsibilities:

• Develops and implements detailed plans and recommends policies regarding the visitor experience.
• Influences and manages an effective program and events calendar for the park, working with partner organizations, event organizers, community, and not-for-profit groups.
• Oversees communications regarding the park and park activities, building and amplifying the park's positive impact on the City and community.
• Manages and motivates the unit's staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Ensures that visitor satisfaction and key performance indicators are actively monitored, measured, and reported on a consistent basis in order to effectively evaluate and make modifications and improvements as necessary.
• Participates in organizational and management change initiatives for staff and supports the creation of a workplace that promotes a high level of organizational performance. Provides opportunities for intellectual growth, creative teamwork, and professional accountability.
• Manages, co-ordinates, monitors and responds to general inquiries to the Division with a high level of customer experience.
• Analyses existing practices and procedures to develop, manage, maintain, and improve visitor experience and satisfaction.
• Supervises the day-to-day operation of all assigned staff including the scheduling, assigning, and reviewing of work. Authorizes and controls vacation and overtime requests.
• Monitors and evaluates labour relations and staffing issues including staff performance, approves salary increments and recommends disciplinary action when necessary.
• Develops, recommends, and administers the annual budget for the unit, and ensures that the unit's expenditures are controlled and maintained within approved budget limitations.
• Manages, develops, and streamlines all training components/modules related to operational business processes, customer service skills, divisional and technical assistance for all operational staff.
• Manages staff in all aspects of their duties by providing advice, support, and guidance in a 24/7 operation.
• Develops performance measurement standards and best practices for the Customer Service Centre and for staff and tracks performance by using established quality and efficiency measures for customer service functions.
• Analyzes statistics and data to identify trends and staffing requirements to provide sound strategic planning and to forecast future trends.
• Develops and reviews all policies and procedures related to registrations, permits, memberships, permit allocation, and provides public responses and resolution to public inquiries and service requests.
• Works with Information Technology staff and consultants to provide subject matter expertise to ensure optimum system efficiency to support the customer service functions on a 24/7 basis.

Key Qualifications:

• Post-secondary education in a discipline pertinent to the job function (e.g. Public Relations and Marketing, Business Administration, Event Management, Hospitality and Tourism, etc.) combined with relevant experience or an equivalent combination of education and experience,

• Considerable management experience gained through progressively more responsible positions in the functions related to developing and advancing customer service / visitor experience strategies.

• Extensive experience in project/program management/coordination, delivering projects, activities, and assignments from inception through to implementation with minimal direction while balancing political, community and other stakeholder interests.

• Considerable experience programming partners to deliver high-quality user experiences (e.g. community organizations, event organizers, artists groups, or non-profit organizations).

• Experience working with indigenous groups and knowledge of the goals and objectives of the City of Toronto's Reconciliation Action Plan.

• Advanced written and oral communication skills, with ability to communicate complexity to diverse audiences. Considerable experience preparing and delivering presentations to community groups, senior management and other stakeholders, preparing comprehensive reports, and briefing notes.

• Ability to establish effective working relationships and to work collaboratively with staff, internal and external clients, and other stakeholders.

• Sound executive judgement and political acumen, with an ability to handle matters of a confidential and/or sensitive nature.

• Highly developed analytical, organizational and problem solving skills.

• Strong interpersonal skills including experience in conflict resolution and issues management.

• Ability to multi-task with excellent organizational and time management skills to successfully manage a workload with competing demands and deadlines.

• Knowledge of the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), with a working knowledge of municipal government responsibilities, services, issues and legislation

• Ability to support the Toronto Public Service values to ensure a culture that champions equity, diversity and respectful workplace

• Strong knowledge of a variety of software applications including MS Office (Excel, Word and PowerPoint).

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.