Senior Manager, Product Development

Position Summary

Reporting to the Director, Business Development & Partnerships, this position will drive product planning, execution and delivery of new and emerging mobility and technology services, transforming Toronto Parking Authority (TPA) to a leading mobility services provider with a fully integrated customer experience across both physical and digital touchpoints. The Senior Manager, Product Development will develop product roadmaps and execute plans that deliver improved customer and operational outcomes and margins for TPA’s portfolio. They will also work closely with TPA Operations and Infrastructure Technology teams to coordinate plans and improve service delivery to ensure TPA is providing best-in-class parking, EV charging and mobility services.

Responsibilities:

Product Management and Execution

• Represent TPA’s interests on multi-disciplinary working groups and technology pilots; this includes the identification and review of new business opportunities involving TPA assets and other City programs.
• Oversee approvals and general coordination with City and external stakeholders including Business Improvement Areas and local Councillors’ offices related to product development.
• In collaboration with IT, build new systems, processes, and detailed end-to-end business requirements to deliver new business and customer experiences for the TPA. Partner and lead delivery of projects within assigned portfolio – on scope, time, and budget.
• Lead creation of Scope of Work (SOW) documentation for the various TPA procurement processes – including Requests for Proposal (RFP), Requests for Quotation (RFQ), and Expressions of Interest (EOI) from the open market including purchasing platforms (E.g. Merx).
• Develop product strategy roadmaps based on current and directional trends related to emerging mobility (incl. EV Charging), digital business and customer “must haves”. Anticipate requirements based on customer research and industry developments.
• Execute on key strategic initiatives to deliver superior experiences that bridge the digital and physical worlds, empowering customers to engage with the TPA across multiple channels to drive revenues and enhance customer experiences.
• Lead product development for both mobility / micro-mobility and technology-driven customer experiences including customer-facing physical hardware and digital touchpoints, innovation prototypes and pilots, and technology integration; this includes customer-facing technologies that support controlled and uncontrolled parking services, EV Charging, Bike Share and other mobility services as part of TPA’s reimagining of its assets towards multi-use mobility hubs.
• Manage the digital business portfolio, including project set-up, tracking and closure processes, as well as monthly quality assurance reviews and KPI’s of submitted initiatives / projects.

People Leadership

• Direct activities, assign responsibilities, set expectations, and motivate direct reports and cross-functional teams toward achieving portfolio objectives for all aspects of the product management life cycle.
• Coaches, mentors and develops individuals and teams to rise to their full potential while providing timely, constructive and consistent feedback and personal development opportunities.
• Engage and maintain collaborative relationships with key internal and external stakeholders including senior leadership across TPA to support the achievement of deliverables and overall objectives, assessing risks/opportunities, developing and executing plans.
• As required, onboard and partner with external resources to source required project management temporary staff to augment team.

Reporting and Insights

• Use Business Intelligence data to improve fact-based decision making; leverage enhanced capabilities in data analytics to address strategic and operational business opportunities.
• Monitor volume trends, customer demographics and overall activity across customer channels through analysis of operational reports, site visits and revenue control systems data; identify opportunities with customers for operational improvements and pricing to deliver enhanced service and financials.
• Develop metrics and use these metrics to monitor and evaluate business performance for new mobility and digital services. Implement and maintain reporting benchmarks and KPIs. Generate monthly, quarterly and annual reports and dashboards against KPIs.
• Integrate desired performance measurement metrics with customer engagement and satisfaction survey programs to gather feedback and opportunities for improvement across business channels and verticals.

Budgetary Responsibilities

• Recommends contract amendments and terms to be negotiated with existing and prospective clients.
• Other duties as assigned.
• Leads government funding applications and expense claim reimbursements in coordination with Finance.
• Recommends revenue management and cost control opportunities to improve the P&L.
• Co-leads the preparation and ongoing management of annual operating and capital budgets to support emerging mobility and digital product management.
• Management of P&Ls, targets, budgets related to responsible operating and capital programs.

Qualifications:

• Ability to perform effectively in a high-pressure, fast-paced environment.
• Strong team leader/player who can foster productive friction, create a great place to work and holds themselves to the highest accountability and commitment.
• Sound understanding of Change Management practices, and ability to partner with and influence individuals and cross-functional teams.
• Customer-centric approach to delivering great service to customers and stakeholders.
• Minimum three (3) years of product management and program delivery experience.
• Strong commitment to the organization’s Core Values and cultural change.
• Sound knowledge of procurement processes and contract management.
• Broad knowledge in the field of product management, e-commerce and digital programs is an asset.
• Demonstrated effective management of P&Ls, targets, budgets combined with strong organizational skills, attention to detail, and ability to plan and prioritize; has strong financial and proforma modeling skills.
• Ability to execute high-level program planning and think strategically; outstanding problem-solving skills grounded in data and consumer insights and understands how to incorporate analytics into project requirements.
• Excellent communication, presentation, collaboration and influencing skills across internal and external stakeholder relationships. Ability to be persuasive, motivational, and persistent as needed.
• University degree in a related discipline, including Business Administration, Marketing, Planning, Project Management, Information Technology or equivalent field.
• Ability to evaluate business trends and competitive landscape and modify business strategies accordingly.
• Minimum three (3) years’ experience in EV charging, mobility, retail, digital and/or omnichannel experience.

** NOTE**

As employees we all share in maintaining a safe environment for customers and visitors and a safe work environment for TPA employees. This environment always promotes and exemplifies our Core Values of Excellence, Innovation, Collaboration, Service, Respect and Commitment.

TPA is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and workplaces. TPA is committed to fostering a diverse workforce that is representative of the community it serves at all levels of the organization, and supports an inclusive environment. TPA welcomes applications from members of groups with historical or current barriers to equity, including but not limited to Black and racialized groups, women, Indigenous peoples, persons with disabilities, people from the LGBTQ(IA2S+) community, and others with the skills and knowledge to productively engage with diverse communities. We seek to maintain our commitment to excellence and recognize that increasing the diversity of our employees supports this objective. We are dedicated to equal opportunity.

TPA encourages applications from all qualified applicants and is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). If you require accommodation for disability during any stage of the recruitment process, please notify Human Resources.

TPA has an Employment of Relatives Policy which controls relatives of current employees from being hired, assigned, transferred or promoted into positions where there is a conflict of interest due to relationship. Should you be selected for an interview, you will be asked to disclose the name, relationship and position of any relative who is a current TPA employee.

We thank all applicants; however, only those selected for an interview will be contacted.

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