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Job ID: 67787
Job Category: Education & Training
Division & Section: Customer Experience, Information Management
Work Location: Metro Hall, 55 John St, Toronto, M5V 3C6 (Hybrid Work in accordance with the City of Toronto’s Remote Work Policy )
Job Type & Duration: Full-Time, Permanent
Salary Range: $89,337.00 - $132,880.00
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 29-Oct-2026 to 12-Nov-2026

Job Summary

The Customer Experience Division (CXD) leads enterprise-wide initiatives to improve how residents and businesses interact with the City. Focused on enhancing service excellence, the Division supports cross-corporate collaboration, innovation, and accountability through data-driven insights, experience design, and customer-first strategies.

The CX Channel Operations, Information Management Team provides support to its frontline staff. They are responsible for managing the 311 Knowledge Base, divisional directories and the planning of the 311 training programs.

Reporting to the Manager 311 Quality & Performance, the Consultant Training & Development will design, develop, coordinate, implement, and deliver in-person and online professional development training programs on new digital processes, tools and technologies to enhance customer service. They will conduct needs assessments, execute training, evaluate outcomes and staff performance and support organizational performance and continuous improvement. They will play an important role in empowering our frontline team with the tools, resources, and expertise they need to deliver exceptional service.

Major Responsibilities





Training & Development

- Develops and delivers training that supports quality client service, advanced professional development, and administrative compliance of various programs and services in accordance with Provincial directives and divisional mandates.
- Designs and delivers training for managers and frontline staff that includes systems and controls, legislative and mandatory requirements and provincial compliance standards.
- Provides on-site training and support for new technologies, business impacts, legislation, health & safety, etc.
- Utilizes a variety of training methodologies, techniques, concepts, learning tools and practices to ensure maximum effectiveness of training programs, catering to all learning styles.
- Creates divisional, district or local learning content for a variety of delivery methods including instructor-led classroom training, eLearning, multimedia programs, virtual training and other computer-aided instructional technologies.
- Becomes involved in the design and development of eLearning content/curriculum for specific learning programs related to training deliverables, where relevant.
- Supports divisional initiatives and provides subject matter expertise pertaining to learning aids, presentation methods, communication and adult learning principles.




- Develops and implements plans for complex training projects, ensures contingencies, identifies problems and takes action.
- Implements detailed plans and recommends policies/procedures regarding program specific requirements.
- Ensures all training provided to divisional staff is documented in the City's online learning inventory, ELI; ensures divisional training is also captured for all staff in ELI.
- Develops and conducts training evaluations and related activities, e.g. focus groups, surveys, questionnaires and analyzes data to improve staff's knowledge, skill acquisition, and technical training; measures staff learning and increase in knowledge from the training and reviews behavioural change and performance improvement after applying skills/training.
- Develops and implements a learning plan for staff returning to work after an extended absence or complying with a grievance settlement when a training component is identified; supports the training process by delivering training in a group setting or on a one-on-one basis for staff requiring accommodation.

Leadership & Performance Management

- Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
- Models leadership behaviours in the workplace and in the classroom and influences staff to demonstrate corporate values, climate and tone; creates and maintains a positive and professional learning setting.
- Sets the standard and expectations through example in conduct, work ethic, integrity and character.
- Sets expectations for performance and supports sta

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