Program Manager Data Analytics and Process Improvement 

Position Summary

The Program Manager, Data Analytics and Process Improvement leads strategic initiatives to improve planning and building processes, strengthen data governance, and enhance customer service delivery. The role focuses on identifying and implementing business process improvements, overseeing planning and building data systems (including EPL), and supporting cross-functional teams to drive efficiency and service excellence. Acting as a key liaison between internal departments and technology partners, this position ensures that operations align with corporate priorities and legislative requirements.

Key Duties and Responsibilities

Data Management, Governance & Reporting

• Analyze data trends, key metrics and performance indicators to inform strategic decisions, drive ongoing optimization and continuous improvement.
• Develop data automation tools and workflows for data collection, extraction and reporting to support legislative and Council requirements.
• Develop and maintain a comprehensive data governance framework that ensures high standards of data quality, integrity, consistency, compliance, stewardship, and accessibility for secure and efficient data management.
• Utilization of GIS applications, tools, technologies, concepts and methodologies; supporting the needs of Planning and Building Services.
• Develop and administer data standards, business rules, and documentation protocols to support accurate and reliable data collection, storage, and reporting. 
• Oversee the development and maintenance of planning related web mapping applications, dashboards, performance reports, and other visual analytics tools that provide actionable insights to internal and external stakeholders. 
• Lead data quality initiatives, including data modeling, standardization, migration, validation, integration, and compliance audits, to support planning and building application processes and decision-making. 
• Act as the primary liaison with the City’s IT and GIS groups to ensure the City’s development tracking systems (e.g, EPL) are optimized for data management, governance and reporting needs.
• Develop and deliver training programs and documentation to build staff capacity in data governance, EPL usage, and continuous improvement methodologies.

Strategic Planning & Process Improvement

• Lead the development and execution of strategic initiatives that align with corporate and departmental goals, focusing on modernization, growth management, and service excellence. 
• Lead the analysis, design, testing, and implementation of automated tools and digital solutions to optimize planning and building workflows and service delivery. 
• Analyze internal and external trends in land use, development activity, and service delivery to inform long-term planning strategies and policy development
• Collaborate with senior leadership to define performance benchmarks and develop work plans that support continuous improvement and innovation in planning services. 
• Develop and implement business transformation roadmaps, including the integration of new technologies, automation tools, and digital service delivery models. 
• Provide strategic advice on GIS web mapping applications, development tracking, building permit activity and customer service enhancements, ensuring alignment with legislative requirements. 
• Lead stakeholder engagement initiatives to support change management, ensuring alignment and buy-in across departments and external partners. 
• Monitor and evaluate the effectiveness of implemented strategies through KPIs, post-implementation reviews, and stakeholder feedback loops.
• Participates in development and maintenance of procedures, guidelines, and templates

Duties and Responsibilities Cont'd (if applicable)

Technology Leadership & Systems Integration

• Act as a technical lead for Planning and Building Services regarding the City’s development application tracking system (EPL), including configuration, testing, and maintenance acting as the liaison between EPL users and the City’s Information Technology group;
• Responsible for facilitating the effective use of the City’s development application tracking software platform (EPL) including business process automation, module implementation, system integration (i.e. GIS, electronic forms, portal, other software programs); 
• Evaluate potential technology solutions and tools to support planning and building initiatives
• Identifies, develops, implements and maintains operational policies and procedures related to EPL ensuring data quality and integrity
• Performs all user acceptance testing of EPL upgrades and enhancements for the Planning and Building Services Department, planning application folders/processes, and property records
• Responsible for normalization/validation and ongoing maintenance of data in EPL related to property, building permit and planning application processes and data

Education and Experience

• Diploma or degree in Information Technology, GIS, Planning, Computer Science, or related field.
• Certification in Business Analysis (CBAP), Project Management or Process Management 
• Lean Six Sigma Yellow Belt (or higher)
• Municipal/regional government experience with development, land use planning, building permit and property data
• Experience using development application tracking software such as EPL, AMANDA or Cityview
• 7 years of work related experience

Required Skills/Knowledge

• Research, analytical, and statistical skills supporting strategic planning and performance monitoring
• Experience leading service improvements, organizational reviews, and performance measurement
• Data-driven decision-making and organizational management with analytics
• Knowledge of spatial data creation, management, and delivery
• Proficient in GIS platforms: ArcGIS Pro/ArcMap, ArcGIS Online, Enterprise, Web/App Builders, Dashboards, StoryMaps
• Understanding of land use planning principles, legislation, and practices
• Familiar with building code legislation, permits, and compliance
• Strong problem-solving, judgment, and critical thinking skills
• Project management with adaptability to changing priorities
• Knowledge of municipal policies, procedures, and service operations
• Skilled in preparing reports, procedures, and correspondence
• Relationship building, negotiation, mediation, and facilitation skills
• Excellent written and verbal communication
• Highly organized with strong attention to detail and deadlines
• Effective team player with strong interpersonal skills
• Advanced proficiency in MS Office and Adobe

Leadership Competencies