Zone: Eastern Zone
Location:
Multi-Site: Anywhere in Newfoundland and Labrador

(Primary Site: O'Leary Ave)

Provincial Manager, Digitial Operations & Change Management
Provincial Digital Strategy
Permanent Full-time
28399POS
Hours 70 bi-weekly (8 hours; Days)
Salary HL21001 ($39.91 - $51.89 per hour)
Competition Number VAC0002498
Posted Date 2024-10-18
Closing Date 2024-11-01
Demands, duties, qualifications

Job Summary

As a provincial health authority, we recognize the importance of effective digital communications in achieving NL Health Services' goals, advancing health-care system transformation, delivering quality health-care services to patients and families, and promoting health and wellbeing among the people of Newfoundland and Labrador. We are seeking an experienced Manager of Digital Operations and Change Management to establish, grow, and manage the provincial health authorities' official digital communications program, including its platforms and channels.

Under the direction of the Senior Director, Provincial Digital Strategy, the manager will be accountable for provincial leadership in the development, planning, implementation, operations and evaluation of digital solutions for health-care communications. Specifically, the manager will:

• Manage, plan and organize activities related to the ongoing development and support of NL Health Services' front-end digital health communication solutions such as: public and internal websites, mobile applications, content management systems, virtual agents, social media platforms, email communications and marketing tools, analytic systems, information screens and digital wayfinding, online advertising and other digital expressions of NL Health Services' communications and marketing.
• Manage the daily operations of digital platforms and related activities, ensuring consistency, stability, availability, efficiency and compliance with provincial policies and applicable regulatory standards and contributing to the achievement of team, departmental and organizational objectives.
• Lead the continued implementation, ongoing expansion, operations and evaluation of corporate digital health-care communication platforms and activities by staying abreast of trends, researching and incorporating innovative solutions, (e.g. AI), to improve health communications through digital media.
• Develop and manage the deployment of provincial program policies, guidelines and information, and advising colleagues and partners regarding current trends, challenges and activities which affect operations and practice.
• Develop, launch and manage change management activities to support adoption, including toolkits and training activities for digital communication colleagues and end-users to ensure people-readiness, to develop capabilities and to align mindsets to support new ways of working.
• Develop and manage the implementation of quality control standards and ongoing continuous quality improvement processes, including development of guidelines, job aids, checklists, and standard operating procedures, to ensure best practices for accessibility, patient-centred communications, search engine optimization, security, privacy, and other applicable areas in consultation with relevant partners; while identifying areas for improvement, automation and scalability.
• Develop and manage key performance indicators, data analytics and regular reporting to interest partners, including senior leadership and executive.
• Drive the selection and implementation of appropriate standards for provincial digital health-care communication solutions by developing, influencing and/or participating in initiatives, continuing to monitor and evaluate the uptake and compliance to selected standards and established protocols.
• Guide, coach and support a team of digital communications professionals, assessing incoming requests and issues, managing work volume, key deliverables and workflow, and ensuring that clients are managed according to departmental processes while also serving as a digital lead for complex files.
• Manage budgets, timelines and resources effectively to achieve results.
• Identify opportunities to maximize digital platforms for internal and external communication initiatives, manage the online reputation of the provincial health authority, provide council and respond to issues as they arise.
• Integrate various digital health-care communication platforms and processes to create a cohesive system that ensures consistency and distribution of quality information and content across different channels, and collaborate with leads, cross-functional teams and digital health staff to ensure seamless integration of digital initiatives.

This role requires a unique blend of communications expertise, technical aptitude, strong planning, change and project management skills, strategic vision, tactical execution capabilities, attention to detail and leadership abilities. You must have the ability to lead work independently, multi-task, work efficiently in a fast-paced environment, adapt to changing needs and stay current with industry standards and emerging communication technologies. Furthermore, you act with integrity, possess good judgement, and exemplify NL Health Services corporate values.

Job Qualifications

Education

Completion of an undergraduate degree (master's degree in a related field preferred) in digital communications, communications, public relations, information technology or health-related field supplemented by relevant work experience.

Membership and/or affiliation with professional associations like the International Association of Business Communicators (IABC), the Canadian Public Relations Association, Project Management Association of Canada, the Canadian College of Health Leaders or Canadian Health Executive designation may be an asset.

Experience

A minimum of five to seven years of progressively responsible experience is required.

Change management, quality assurance and project management training preferred.

Leadership and management experience and/or training preferred.

Experience working with contractors/vendors preferred.

Competencies (Knowledge, Skills & Abilities)

Extensive knowledge of current trends and practices related to digital solutions supporting health-care communications and access to health information and services.

Experience leading and implementing digital projects, advising senior leaders and working with IT professionals is required.

Excellent communication, writing and editing skills with strong technical aptitude and superior knowledge of IT communication technologies and industry standards.

Experience managing a wide range of digital platforms, content management systems (e.g. WordPress), and communications/marketing tools in a business environment is required.

Proficiency with tools like Google Analytics, Adobe Campaign and Hootsuite is required.

Experience with digital marketing and knowledge of SEO, growth tracking, ROI, web-related analysis and other metrics is preferred.

Knowledge of provincial health-care environment; specifically in relation to solutions supporting health communications and access to health information and services.

Knowledge and understanding of corporate communications and the health-care system.

Ability to coach and mentor staff for optimal performance and professional growth.

Strong analytical and problem-solving skills.

Demonstrate strong interest-holder relations.

Superior communication (written, editorial, and oral) and interpersonal skills.

Strong attention to detail and meticulous in their work.

Ability to build and maintain effective professional working relationships.

Demonstrate good judgment and an ability to build consensus among groups with differing priorities.

Ability to function independently in a high pressure, diverse, and changing environment.

Self-motivated and possess excellent time management and organizational skills.

Other

A satisfactory record of work performance and attendance is required.

Ability to work outside of regular working hours and to travel to other sites as required.
Remote work opportunities available. This position can be located anywhere in Newfoundland and Labrador and may be required to meet the requirements of a 'Work From Home' agreement
Employees, to review your attendance record please refer to your employee portal on the Intranet for details. The attendance record is only available to employees who are currently in positions that accumulate sick time.