Apply By: Tuesday, March 22, 2022 11:59 pm EDT
Competition Status: Application Screening

Approximately 108 individuals applied for this opportunity.

We are screening ALL applications received on or before the closing date and rating them against the qualifications outlined in the job ad. Applicants whose resume and cover letter best demonstrate how they meet the qualifications to do the job will be invited to continue in the hiring process.

To learn about our recruitment process, visit our Hiring Steps.

DIRECTOR, VISITOR SERVICES AND CUSTOMER EXPERIENCE

Organization:
Ontario Science Centre
Division:
External Relations
City:
Toronto
Job Term:
1 Temporary (18 months with possible extension)
Job Code:
M1108A - Prog Planning & Evaluation08
Salary:
$90,348.00 - $135,178.00 Per Year
Posting Status:
Open Targeted
Job ID:
178823
Join the Ontario Science Centre - one of Canada's most visited cultural attractions and a world-renowned educational institution - and contribute to the organization's success by leading a team of visitor services and sales professionals to deliver customer-focused service excellence at the Centre.

We are looking for a results-driven leader with strong people skills to lead the integration of data-informed, customer-focused strategies to continually improve the planning and delivery of services across the organization.

At the Ontario Science Centre, we believe that science, technology and innovation will help us shape a better future for society and our planet. As an organization, we are focused on making a positive and enduring impact on the lives of individuals and communities and creating the lasting fascination for science that powers promising futures.

What can I expect to do in this role?

The successful candidate will have oversight of the Visitor Services, Sales and Contact Centre, and Onsite Sales and Retail teams, and will be responsible for customer experience strategies as well as sales and retail opportunities and business planning. This role will provide expertise and advice to senior management and staff on program delivery options, recommendations, risks, and issues management strategies.

How do I qualify?

Leadership and Management Skills

• You have experience providing strategic direction, guidance and coaching to staff and/or project teams
• You have experience fostering an environment of inclusion, high performance, learning, growth and continuous improvement
• You have experience leading the development, implementation, and evaluation of customer service delivery strategies and methods
• You can oversee the development of service guidelines and criteria, resource allocations, and implementation plans, ensuring they are in line with organization goals and policy/program mandates

Communication and Interpersonal Skills

• You have demonstrated relationship management skills to build and maintain collaborative relationships across a broad range of stakeholders and with key partners
• You can interact with industry members, partners, private sector companies, agencies, vendors, and business groups to represent the organization, develop and communicate strategies and initiatives, manage issues, and negotiate partnership/business opportunities
• You have exceptional written and oral communication skills to communicate with stakeholders and to translate complex business plans into options and recommendations that are clear and concise
• You use effective consultation, issues management and negotiation skills to build credibility and consensus with colleagues, stakeholders, and senior management

Strategic Planning and Analytical Skills

• You can develop strategic plans, identify priorities and provide advice and expertise to senior management on entrepreneurial business models, industry practices and issues impacting the organization's service deliverables
• You can research, analyse, and develop business change management options/proposals and strategies to maximize the effectiveness of programs and service delivery
• You can establish program area performance targets, track progress and provide regular reports to senior management
• You can develop business strategies to ensure financial resilience including risk management and growth strategies

Project Management Skills

• You can lead multi-disciplinary project teams and oversee the development and implementation of program and service initiatives to support the organization's business plans
• You have knowledge of project management principles and methodologies to guide the overall delivery of mandates and strategies
• You have knowledge of theories and practices related to design and development of business processes, procedures, and policies
• You can ensure compliance with regulatory, legal, financial, collective agreements and policy commitments and advise senior management of sensitive issues/matters

OPS Commitment to diversity, inclusion, accessibility, and anti- racism:

We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the application instructions below if you require a disability-related accommodation.

Additional Information:

Address:
  • 1 Temporary, duration up to 18 months, 770 Don Mills Rd, Toronto, Toronto Region
Compensation Group:
Management Compensation Plan
Schedule:
6
Category:
Customer and Client Services
Posted on:
Tuesday, March 8, 2022
Note:
  • T-SC-178823/22

    Safe Workplace Directive:
    Effective October 1, 2021, the OPS COVID-19 Safe Workplace Directive requires all Ontario Public Service employees to provide proof they are fully vaccinated, meaning they are fully vaccinated as defined by the Ministry of Health (refer to: COVID-19 Fully Vaccinated Status in Ontario), including 14 calendar days have passed since receiving their final dose of the COVID-19 vaccine.

    Employees who do not provide proof of full vaccination will be deemed ‘not vaccinated' under the Directive and will be required to attend a vaccine education program and undergo regular rapid antigen testing. Employees who are not vaccinated under the policy with a valid medical exemption will not be required to attend a vaccine education program but must undergo regular rapid antigen testing.
All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions as applicable from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.
Remember: The deadline to apply is Tuesday, March 22, 2022 11:59 pm EDT. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.

Job advertisements for positions that have been designated bilingual will be provided in both English and French on the website. Positions that are not designated bilingual are not translated and are displayed in English only on both the English and French versions of the website.

Les annonces d'emploi pour les postes désignés bilingues sont publiées en anglais et en français sur le site Web. Les annonces pour les postes qui ne sont pas désignés bilingues ne sont pas traduites et elles figurent en anglais seulement, tant dans la version française que dans la version anglaise du site.

The Ontario Public Service is an inclusive employer.
Accommodation is available under the Ontario's Human Rights Code.
Note: The only website where you can apply on-line for positions with the Ontario Public Service is http://www.gojobs.gov.on.ca

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