Director, Communications & Customer Service

The Regional Municipality of Halton
Oakville, Ontario


Halton Region serves more than 624,000 residents throughout Burlington, Halton Hills, Milton and Oakville. We are committed to delivering high quality programs and services that make Halton a great place to live and work. We engage great people who contribute to meaningful work that makes a positive difference in our community.

Halton Region is currently hiring for a Director of Communications and Customer Service. Reporting to the Commissioner of Corporate Services, the successful candidate will oversee the development and implementation of communications, public engagement, and customer service programs and strategies for internal and external audiences that advance the Region’s strategic business plan.

The Communications Division provides strategic communications advice and support to the organization and ensures the promotion and protection of Halton’s brand and reputation through the delivery of timely and accessible information to residents, employees, and stakeholders. As the Director of Communications and Customer Service, you'll lead the planning, development, and execution of integrated communications initiatives in line with the Region's objectives. This includes communications campaigns, public engagement, communications support for emergency response and issues management and on-going medial relations.

The Director of Communications and Customer Service is responsible for developing and executing the Region’s corporate customer service strategy across all channels including the Region’s call centre, primary service counters, external website, and social media. This role also serves as the operational leader of the Region’s service call center, dedicated to providing exceptional direct customer service to residents. The Director is responsible for the maintaining and optimizing the Region’s internal website content.

This role requires extensive consultation to effectively reach both internal and external audiences, fostering strong relationships with internal clients and providing sound communication advice and execution support for key projects.

As a leader, the Director of Communications and Customer Service will build, coach and lead a dedicated team of high-performing professionals and ensure the efficient allocation of resources while maintaining oversight of human resources and financial management within the Division.

At Halton, you are encouraged to grow and succeed in your career and are recognized for your accomplishments and contributions. As an employee, you will be part of a progressive, service-focused and award-winning employer with a diverse and inclusive work environment. If you share in Halton Region’s visions and commitment to the community and are interested in building and nurturing a diverse team, we invite your application for the position of Director of Communications and Customer Service.


Key Competencies, Qualifications and Experience

The successful candidate will be an experienced communications leader with extensive experience in successfully managing complex and high-profile issues on behalf of a publicly-visible organization, with experience, skills, and knowledge defined by:

  • Expert knowledge in all communication platforms, especially social and digital.
  • Experience in aligning communication plans with corporate goals and initiatives.
  • Exceptional political acumen with the ability to articulate sensitive, complex, technical information to a broad and diverse audience.
  • An established track record of building positive media relations.
  • Expert knowledge in brand strategy and communications marketing science.
  • A work history demonstrating success in creating and implementing strategic communication and customer service strategies with high impact and success.
  • Adept at interfacing with internal and external stakeholders, elected officials, community groups, government agencies, and public and private sector organizations.
  • Being a proven people leader with a focus on both organizational development and employee growth and success.
  • Deep understanding of trends, public policy, and service delivery across the municipal, provincial and federal sectors.
  • A willingness to embrace change, adapt strategies impromptu and you have a high tolerance for ambiguity.
  • Detail-oriented, well organized and can prioritize highly complex tasks with critical deadlines.
  • Highly developed analytical skills, and aptitude for complex problem solving.


To express interest in this exciting opportunity, email your cover letter and resume to:

Patrick Rowan, Partner, Feldman Daxon Partners
Tel: 416-515-3302

At Halton Region, we treat everyone with respect, honesty, fairness and trust. As an equal opportunity employer, we are committed to establishing a qualified workforce that is reflective of the diverse population we serve. Halton Region is committed to providing accommodation to individuals with disabilities throughout the recruitment process.