Job Posting Details

The City of Calgary

Director, Customer Service and Communications

Job Description

Customer Service and Communications (CSC) is the voice of The City, providing vision and leadership for communications and customer engagement between Council, Calgarians and the Administration. As the Director of CSC, you will apply your creativity and knowledge of media trends to keep The City at the forefront of relevant, effective citizen conversations. You will be expected to lead our team of geniuses behind the bold, positive, and unique City of Calgary brand. As a strategic partner and a member of the Administrative Leadership Team (ALT), you will provide expertise for communication and customer engagement strategies, issues communications, and corporate branding. As a change leader, you will communicate the vision and provide clear direction for 450 employees with seven divisional managers. You will report to the Chief Financial Officer and manage an annual operating budget of $46M.


The Director of CSC provides direction to the business unit, articulating complex concepts and providing compelling arguments and rationale relevant for a variety of audiences. Exceptional service delivery is expected, focusing on quality of outcomes, timeliness, efficiency, and strong customer service. You will guide and manage the team, ensuring alignment with City Council priorities, corporate strategies, and business goals. As a City leader, you will model our corporate values and demonstrate key leadership behaviours: encouraging open communications, focusing on customer service, ensuring an inclusive and accessible environment, and promoting employee health, safety and wellness. Emerging technologies are constantly changing the face of communications, and you will ensure that CSC’s structure, systems and processes remain relevant, enabling staff to implement effective programs and services. Concurrently you will demonstrate the return on investment (ROI) that communications can bring to all Departments within the City.



·         A degree in a related field is required. An MBA would be an asset.

·         A minimum of 8 years working in progressively senior positions, including 2 years of senior management in a large corporation.

·         Experience should include some of the following: communications, customer engagement, marketing, digital and web services, emerging technologies, change leadership, and/or creative services.

·         Significant experience overseeing human, financial, information and program resources, with demonstrated ability to integrate strategies within available resources. Agility in understanding and moving between these strategies is critical. Proven success in leading the development, implementation and evaluation of strategic, tactical and operational communications initiatives, including the application of intentional resource management, to achieve the delivery of desired results.

How to Apply
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Contact for Position

The City of Calgary


Job Location

Job Level & Type
  • Senior Level
  • Full Time Permanent Staff Position

Listing to be posted until:
Sunday, October 08, 2017