28 Feb
The City of Waterloo
Waterloo
Employment Status: Regular Full-Time
✓ Pension ✓ Dental Insurance ✓ Disability Insurance ✓ Health Insurance ✓ Life Insurance
✓ Weekdays
Supervisor, Digital and Web Services
Competition Number: 22428
Primary Work Location: Waterloo City Centre
Posting Status: Internal & External Job Posting
Hourly Range: $90,743.00 - $113,426.00 (Band F)
Number of Positions: 1
Employment Group: Non-Union
Job Status: Regular Full Time
Posting Release Date: February 26, 2026
Hours of Work: 35 hours/week
Posting Closing Date: March 20, 2026
Why work with us:
The City of Waterloo is a rewarding place to work. Each day, you will support and/or participate in the delivery of services that impact residents of this city, making it a great place to live, work and play for everyone.
Home to two world-class universities, a top-ranked college, a tech ecosystem, entrepreneurs and small businesses, there is a readiness to do things differently in Waterloo. Our vision is to be a leader in sustainability and to build a future-ready community for all. We are committed to workplace wellbeing and providing an inclusive, safe and enjoyable work environment.
For more information about the City of Waterloo’s Strategic Plan, Vision, Values & Guiding Principles, please click here: City of Waterloo 2023-2026 Strategic Plan.
What we offer:
- Supportive and caring organization that promotes respect, inclusivity, sustainability, health, safety and wellness.
- Dedication to the organization’s commitment for Reconciliation, Equity, Accessibility, Diversity and Inclusion through ongoing training and access to related programs and workshops, opportunities to connect with others around topics of social justice and equity, and opportunities to be involved with the initiatives that guide this corporate journey.
- A commitment to environmental sustainability as demonstrated in many plans and policies. For example, we are working towards reducing our corporate greenhouse gas emissions to net-zero by 2050, with real progress underway.
- Certification as a Living Wage Champion with fulsome employer-paid benefits package (extended health and dental care), including paid sick days, long-term disability, life insurance, Employee and Family Assistance Program and Maternity/Parental Leave Top-Up.
- Defined Benefit Pension Plan (OMERS) eligibility for all employees.
- Up to 10 paid Reservist Leave days per year, with single contribution OMERS buyback option for any unpaid time.
- Flexible work schedules, paid vacation and personal days, and the opportunity to bank overtime.
- Easy and sustainable commuting options through the TravelWise program, which offers public transit discounts and a dedicated carpool network for employees.
- Substantial internal and external training and development opportunities along with opportunities to get involved and give back to the community.
- Enjoyable employee-wide events, activities, site visits, BBQs to connect with co-workers.
- Complimentary FitPass for access to leisure, swim, and fitness drop-in programs for employees and family members.
…And so much more!
What you will do:
Reporting to Manager, Corporate Communications, the Supervisor, Digital and Web Services is responsible for leading the strategy,
governance and continuous improvement of the City’s digital service experience, including the municipal website, online service portals, forms and transactions and Customer Relationship Management (CRM)-supported service delivery.
This role provides strategic leadership and day-to-day supervision for a Digital Services team, working closely with internal departments, IT, customer service, and executive sponsors to ensure digital services are service-oriented, user-centred, accessible and data-informed.
The position plays a central role in cross-department digital governance, including leading or supporting staff committees focused on customer experience, digital services, and service modernization. Your primary responsibilities will include, but are not limited to, the following:
- Lead the organization’s digital services strategy, ensuring alignment with corporate priorities.
- Supervise, coach, and support staff responsible for digital services delivery and optimization.
- Set annual workplans, priorities, and performance expectations for the digital services team/
- Develop and maintain a multi-year roadmap for the website, online services, and supporting digital platforms.
- Provide strategic ownership of the municipal website as a service-oriented, user-centred, task-based digital platform.
- Establish governance models for digital services including intake, prioritization and quality standards.
- Oversee the design, delivery and improvement of forms, booking and other self-service tools.
- Ensure effective integration between the website, digital portals and other public-facing platforms.
- Lead and participate in cross-department committees related to digital services and service modernization.
- Act as a liaison between business units, IT, customer service and leadership to align digital service priorities.
- Develop and maintain standards, frameworks and policies related to digital services.
- Manage multiple digital initiatives concurrently, ensuring timelines, quality and outcomes are achieved.
- Use analytics, service data and user feedback to assess performance and identify improvement opportunities.
- Champion continuous improvement practices focused on usability, accessibility, and service outcomes.
- With a representative of the IT team triage recent digital service requests and provide guidance to the group making the request.
- Assist in establishing guidelines for digital service support models.
- Other duties as assigned.
What you will bring:
- Bachelor’s degree in digital services or communication, information management, user experience or a related discipline preferred; college diploma in the above disciplines with five years experience digital services, website management, or related fields required.
- Five years of experience in digital services, website management,
or related fields preferred; minimum three years of experience in the above disciplines required.
- Previous supervisory experience managing teams, leading recruitment, developing and performance managing staff, delivering high quality outcomes and fostering relationships across a large corporate setting preferred.
- Experience leading/contributing to digital strategy, platform roadmap or service modernization.
- Experience working with web platforms, online service tools and CRM systems.
- Proven leadership experience, including supervising staff and managing cross-functional projects.
- Strong analytical, organizational, and presentation/speaking skills.
- Ability to work effectively with technical and non-technical stakeholders.
- Demonstrated facilitation experience working with committees or governance groups.
- Strong project management skills with the ability to manage multiple priorities concurrently.
- Proficiency with standard business software.
- Experience with accessibility standards and inclusive design (e.g. AODA, WCAG 2.1 AA).
- Skills in change management, conflict resolution and consensus building.
What we will require:
- A Police Criminal Record & Judicial Matters Check satisfactory to the City.
- Work outside of the standard business hours (evenings, weekends) to meet the needs of the corporation as required.
- Proof of your current and valid certificate(s), licenses and/or educational qualification, if applicable.
Be You @ Waterloo (Our Commitment to Diversity, Equity, Inclusion and Belonging):
The City of Waterloo acknowledges that our work takes place on the land traditionally cared for by the Haudenosaunee, Anishnaabe and Chonnonton Peoples, and is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. The City is dedicated to advancing the organization’s commitment to Reconciliation, Equity, Accessibility, Diversity and Inclusion and to reducing barriers to employment opportunities. Applications from members of historically underrepresented groups, including Black, Indigenous, racialized communities, women, persons with disabilities and members of 2SLGBTQIA+ are encouraged for positions at all levels within the organization. Candidates from historically underrepresented groups are encouraged to self-identify in their application.
Accommodations are available throughout all stages of the recruitment process in accordance with the Human Rights Code and other applicable legislation. We encourage applicants to access support(s) that may be needed. To request accommodation during the application process, please email [email protected], quoting the position and competition number. Applicants advancing to the next stages of a recruitment process will be provided with additional opportunities to make their needs known.
Our use of AI during recruitment:
Our applicant tracking system includes artificial intelligence (AI) features, such as tools that highlight relevant work history or suggest potential job matches. These features are built into the system and may be visible to staff. AI does not make any screening or hiring decisions, and all decisions about interviews and hiring are made by City staff in accordance with applicable City policies and procedures.
📌 Supervisor, Digital and Web Services (Waterloo)
🏢 The City of Waterloo
📍 Waterloo
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.