The Corporation of the City of North Vancouver
Manager, Customer Service
Temporary Full Time
The City of North Vancouver is the urban core of the beautiful North Shore and has a long-term vision to be “The Healthiest Small City in the World”, with five key priorities to be a City for People, a Resilient City, a Vibrant City, a Connected City and a Prosperous City.
The Planning, Development & Real Estate Department is looking for a collaborative and service-oriented professional to join our team as Manager, Customer Experience.
Reporting to the Director, Development, the Manager, Customer Experience supports the customer service function for all City departments. It is responsible for the strategic and operational leadership of front-line municipal customer service delivery through the City Hall service counter. This position leads a team of Customer Service Representatives and is accountable for ensuring a high-quality, responsive, and efficient customer experience while advancing continuous improvement and modernization initiatives.
You will oversee the day-to-day operation of the City Hall service counter while also leading service improvement initiatives, establishing service standards and performance measures, and supporting the implementation of new tools, systems, and customer-focused processes. The role acts as a key liaison between front-line customer service delivery and internal departments to support seamless, coordinated service to the public.
Responsibilities include:
- Leading the delivery of front-line customer services through the City Hall service counter;
- Establishing and maintaining customer service standards, procedures, and workflows;
- Managing and supporting the resolution of complex or escalated customer inquiries;
- Developing and monitoring service metrics, key performance indicators, and operational reporting;
- Leading projects and initiatives related to customer service improvement and modernization;
- Identifying opportunities to improve customer access, operational efficiency, and service integration;
- Collaborating across departments to improve service delivery and customer outcomes;
- Supervising, coaching, and supporting the development of Customer Service Representatives; and
- Supporting the implementation of new technologies, systems, and service delivery models.
The ideal candidate will have:
- A degree or diploma in Business Administration, Public Administration, Management, or a related field;
- Considerable experience in customer service operations, including supervisory or management experience;
- Experience in a municipal or public sector environment, considered an asset;
- Strong leadership, interpersonal, and communication skills;
- Demonstrated ability to lead continuous improvement and customer-focused initiatives;
- Strong analytical and problem-solving skills, including the ability to interpret operational data and identify service improvements; and
- The ability to manage competing priorities in a fast-paced, public-facing environment.
We offer an attractive remuneration and benefits package for this exempt position, including a compressed work schedule. The salary range is: $99,324.00 – $116,844.00*. (*salary band is currently under review).
If you are passionate about making the City of North Vancouver an even greater place to live, work and play, apply online through the Career Portal at www.cnv.org by Monday, May 25, 2026.
Thank you for your interest in the City of North Vancouver.
We are committed to being an inclusive employer—one that reflects the diversity of our community and values the unique contributions of each person.
Guided by our core values and Council’s vision for an open and inclusive city, we work to create respectful, safe, and accessible workplaces. We regularly review and improve our hiring practices to help identify and remove barriers. Through ongoing learning, we continue to address any that remain. We welcome applications from all qualified candidates. If you need an accommodation during the selection process, or are having trouble completing or submitting your application, please contact us at hr@cnv.org. We’re here to support your full participation
We respectfully acknowledge that we live and work on the traditional and unceded territories of the Sḵwx̱ wú7mesh (Squamish) and Səl̓ ílwətaɬ (Tsleil-Waututh) Nations. The City of North Vancouver is committed to Reconciliation with these Nations, who have lived on these lands since time immemorial.
Posting: 2026-0056
May 11, 2026
