Customer Service & Communications Liaison

As a Customer Service & Communications (CSC) Liaison, you will foster collaboration and a seamless flow of information across multiple teams in support of the delivery of Customer Service and Communications projects and campaigns. You will oversee the work management platform, enabling teams to use technology and resources to streamline collaboration and optimize project management. You will also lead and develop learning initiatives and onboarding, creating customized training resources. Primary duties include:

• Oversee all aspects of CSC's work-management and collaboration software tools, including problem resolution and security maintenance.
• Manage the workflow platform's maintenance, contracts, and budgets, overseeing project controls, communications, risk management, procurement, and issue plans.
• Play a pivotal role in platform enhancement, acting as a super-user to research, plan, design, and implement work management processes, contribute to reporting, and revise the platform based on user feedback and lessons learned.
• Act as a bridge between multiple CSC divisions, facilitating information exchange and promoting constructive collaboration in project execution.
• Research and gather feedback on current processes, sharing insights with internal teams to refine and improve workflows and collaboration.
• Lead learning and knowledge-sharing initiatives tailored to workflow processes, including the design and implementation of training programs, developing CSC onboarding, and measuring the impact of training through performance metrics.
• Enhance collaboration, project efficiency, and cost reduction by mapping, documenting, and developing business processes.
• Collect and analyze data to discern trends that inform recommendations for process changes, service delivery improvements, and strategic initiatives.

• A completed 2-year diploma in Commerce, Marketing, Advertising, Communications, Public Relations, Journalism, Business Administration, or a related field and at least 8 years of experience in communications, marketing or strategic planning; OR
• A degree in Commerce, Marketing, Advertising, Communications, Public Relations, Journalism, Business Administration, or a related field and at least 6 years of experience as outlined above.
• Intermediate proficiency in Microsoft Office (Word, Excel, Outlook, and PowerPoint).
• Designation(s) from recognized professional communications or marketing associations such as: Communications and Advertising Accredited Professionals (CAAP), Accredited Business Communicator (ABC), or Accredited in Public Relations (APR) are an asset.
• Experience in the Atlassian workflow platform is considered an asset.
• Solid understanding of the Lean approach to workflow management is considered an asset.
• The successful applicant will possess project coordination skills and the ability to exercise independent judgment and decision making in a fast-paced environment.