PROJECT MANAGER (Customer Service and Issues Management)

City of Toronto • Toronto, ON

8d • CA$103,431 - CA$141,247 • Hybrid

About The Position

Toronto Parks and Recreation (PR) delivers outstanding services that significantly enhance the quality of life for all Torontonians. We strive to create a vibrant city with safe, welcoming, and well-maintained parks and trails, along with top-tier recreation facilities and programs that promote diverse, active, and healthy lifestyles. The responsibility of capital budget, finance, design, construction, and SOGR for these assets lies with the Capital Projects, Design & Delivery branch. The division has an ambitious 10-year capital program valued at over $4 billion.

Reporting to the Director, Capital Projects Design & Delivery, and working in close collaboration with Capital Delivery Managers, Operations staff, and the Partnership Office, the Project Manager – Customer Service and Issues Management (CSIM), in consultation with managers and project leads, provides strategic and operational issues management support to the branch and division. This role is responsible for supporting the resolution of complex, high-profile project issues; preparing comprehensive briefing materials for senior leadership to enable informed decision-making; and proactively identifying, assessing, and mitigating project risks.

The Project Manager provides expert advice, strategic recommendations, and coordinated support on issues spanning multiple service areas and impacting divisional priorities. The role supports the Director and senior leadership in preparing for Council and Committee meetings by collaborating with managers and staff to develop high-quality briefing notes, presentations, and issue summaries, ensuring leadership is well informed of key considerations, risks, and emerging or sensitive matters.

This position leads the planning and coordination of major facility openings and closures, working across branches to ensure permitting, operational readiness, and communications are aligned with project timelines. In partnership with the Communications Division, the Project Manager coordinates opening events and announcements, develops speaking notes and key messages and works closely with the Communication Division on coordinating media inquiries.

The Project Manager also oversees the planning and coordination of Councillor Spring and regular update meeting presentations, ensuring timely input and alignment across branches while maintaining a high standard of quality and consistency. The role works closely with the Issues Management team in GMO to ensure a coordinated, strategic approach to complex, multi-branch issues, including the development of integrated response strategies.

In addition, the Project Manager supports the Director in developing materials related to key divisional priorities and emerging issues, ensuring information is accurate, timely, and strategically aligned. Working collaboratively with delivery managers and project teams, the role identifies emerging risks, trends, and opportunities, and implements effective mitigation and escalation strategies.

The Project Manager actively participates in cross-functional team meetings, facilitating knowledge sharing, promoting best practices, and delivering annual training on issues management frameworks, escalation protocols, de-escalating techniques, and available tools and resources to enhance organizational capacity.

Finally, the role leads the identification and assessment of government funding opportunities for Parks & Recreation capital projects, coordinating with internal stakeholders to develop high-quality, competitive, and strategically aligned funding applications that advance divisional objectives.

Requirements

• Post-secondary education in Communications, Political Science or a related field
• Considerable experience managing complex issues and working with stakeholders (i.e. elected officials, residents, community and/or industry groups) to develop resolution strategies and action plans.
• Demonstrated experience in project management, managing multiple priorities.
• Excellent communication and interpersonal skills to engage with diverse audiences and multiple City of Toronto divisions.
• Ability to influence and mobilize internal and external stakeholders, often with varying perspectives and objectives, to achieve desired results.
• Demonstrated ability to approach challenges with curiosity, creativity, confidence, and persistence, coupled with a proactive, results-driven attitude and a commitment to delivering exceptional outcomes.
• Strong critical thinking and problem-solving skills, judgment and political acumen, with an ability to work independently on confidential and sensitive matters.
• Strong organizational skills with the ability to work in a fast-pace, high demand work environment with competing priorities and deadlines.
• Knowledge of municipal government operations, approval processes and political structure.
• Familiarity with government legislation in the area of occupational Health and Safety and other relevant government legislation including the Municipal Freedom of Information Act and the Accessibility for Ontarians with Disabilities Act.
• Ability to effectively translate technical details into clear, accessible information for the community, outlining both immediate impacts and long-term benefits.
• Political acuity and familiarity with the City of Toronto's processes and structures.
• Must possess and be able to maintain a valid Province of Ontario Class "G" Driver's License and the ability to obtain a City driver's permit.

Responsibilities

• Provides strategic and operational issues management support to the branch and division.
• Supports the resolution of complex, high-profile project issues.
• Prepares comprehensive briefing materials for senior leadership to enable informed decision-making.
• Proactively identifies, assesses, and mitigates project risks.
• Provides expert advice, strategic recommendations, and coordinated support on issues spanning multiple service areas and impacting divisional priorities.
• Supports the Director and senior leadership in preparing for Council and Committee meetings by collaborating with managers and staff to develop high-quality briefing notes, presentations, and issue summaries.
• Leads the planning and coordination of major facility openings and closures, ensuring permitting, operational readiness, and communications are aligned with project timelines.
• Coordinates opening events and announcements, develops speaking notes and key messages, and works closely with the Communication Division on coordinating media inquiries.
• Oversees the planning and coordination of Councillor Spring and regular update meeting presentations.
• Works closely with the Issues Management team in GMO to ensure a coordinated, strategic approach to complex, multi-branch issues.
• Supports the Director in developing materials related to key divisional priorities and emerging issues.
• Identifies emerging risks, trends, and opportunities, and implements effective mitigation and escalation strategies.
• Actively participates in cross-functional team meetings, facilitating knowledge sharing, promoting best practices, and delivering annual training on issues management frameworks, escalation protocols, de-escalating techniques, and available tools and resources.
• Leads the identification and assessment of government funding opportunities for Parks & Recreation capital projects.
• Coordinates with internal stakeholders to develop high-quality, competitive, and strategically aligned funding applications.

Benefits

• Employment equity
• Barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA)
• Code-protected accommodation through any stage of the recruitment process

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree