Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason
- Job ID #31597: Sr Project Manager, Continuous Improvement and Customer Experience
- Union: Non-Union
- Job Description ID #: A15347
- Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on December 17, 2025.
- Duration: 18 months
- Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.
SUMMARY OF DUTIES
The Senior Project Manager for Continuous Improvement will report to the Manager Continuous Improvement & Customer Experience and will be an integral part of the Transformation Office. The successful candidate will serve as a consultant to drive positive change and support ongoing continuous improvement and customer experience projects and initiatives resulting in enhanced performance.
GENERAL DUTIES
Within the Transformation Office and the Continuous Improvement and Customer Experience portfolio, facilitate the development, implementation, and management of projects and initiatives. This will involve providing support and guidance to process owners and departmental management, identifying initiatives focused on improvement, and overseeing relevant projects.
Continuous Improvement
- Engage and collaborate within the organization and others in the organization to provide recommendations for operational changes that have effective impact and are in alignment with organizational standards and requirements and contribute to building back better.
- Lead Continuous Improvement projects, initiatives and activities as required.
- Evaluate, respond to and incorporate Continuous Improvement related requests and recommendations from Divisions/Departments.
- Educate, coach and mentor teams in CI, Lean Process Improvement and Six Sigma concepts and PMP practices where appropriate.
- Conduct comprehensive internal process reviews (audits), identify and document instances of nonconformance, and pinpoint opportunities for process optimization and performance enhancement across the corporation as required.
- Make recommendations to the Director, CI & CE and the Transformation Team on services, policies and programs while striving to continuously improve processes, customer experience, and identify opportunities for cost-reduction.
- Make recommendations to the Director, CI & CE and the Transformation Team on levels of service, key performance indicators important to the organization.
- Provide leadership and facilitate staff development in the utilization of problem solving and priority setting tools for the execution of projects.
- Use statistical analysis to identify performance trends and make recommendations for project opportunities/enhanced services based on verified data testing.
- Develop strategic change management recommendations in response to identified process improvements and implementation of same.
- Analyze, re-engineer and implement streamlined business processes to optimize workflow associated with change management.
- Establish justification for Continuous Improvement efforts and link to Departmental /Divisional Operational Plan objectives, Council Priorities, and the City’s Strategic Plan.
- Prepare and present reports on efficiency and effectiveness activities and plans to Council and senior
- levels of staff.
- Ensure consistency through the implementation of consistent tools and methodologies while maintaining appropriate documentation which clearly illustrates project progress and success at completion.
- Lead and participate in medium to large-sized strategic projects.
- Coordinate and manage projects effectively and ensure they are delivered on time, on budget, and to
- agreed quality standards.
- Participate in defining project scope and champion stakeholder needs; Develop comprehensive business
- requirements, project charters and establish key deliverables and success metrics.
- Identify and mitigate project delivery, schedule, and operational risks.
- Regularly communicate/interface and build strong relationships with all appropriate stakeholders and
- project team members.
- Perform such other duties as may be assigned, which are directly related to the normal job function.
QUALIFICATIONS
- Experience related to the duties listed above, normally acquired through the completion of a degree or diploma in Engineering, Sciences, Quality Management, Operations Management, or related discipline. Candidates with equivalent combination of education and experience will be considered.
- Experience in managing continuous improvement initiatives.
- Lean Six Sigma certification is desired, Black Belt certification preferred.
- PMP designation is an asset.
- Practical experience in process improvement using Lean Six Sigma or similar methodology required.
- Practical experience in Quality Management Systems preferred.
- Detail oriented and exceptional planning and organizational skills with the ability to manage multiple assignments.
- Solid project management change management skills with strong ability to design appropriate strategies to achieve desired results.
- Excellent communication skills (both oral and written), with the ability to communicate with all levels of staff, stakeholders, and the general public.
- Excellent presentation and facilitation skills.
- Intermediate to Advanced skills in Microsoft Applications (Word, Excel, PowerPoint, Visio, and Project).
- Strong leadership, coaching, and performance management skills with the ability to lead teams.
- A team player with excellent customer service and interpersonal skills, able to respect and deal with highly confidential and sensitive issues.
- Solid understanding of project management approaches, tools, and phases of the project lifecycle.
- Ability to prepare complex statistical reports and efficiency calculations.
- Ability to analyze problems/opportunities for efficiencies and make recommendations for improvements.
Disclaimer:
Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.
Terms:
The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.
