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Added 1 hour ago
CH
DIRECTOR OF SALES AND MARKETING – 53 NORTH COLLECTION
Crescent Hotels & Resorts
AB · Edmonton, AB
- Full-time
As our Director of Sales and Catering, you will be the driving force behind the strategic planning and execution of sales and catering initiatives across our three independent, boutique…
Added 1 hour ago
SA
Executive Chef
SSP America
Richmond, BC
- Full-time
Working closely with the Director of Operations and restaurant leadership team, you’ll provide the culinary direction, accountability and coaching needed to deliver exceptional food…
Added 2 hours ago
IH
Medical Office Manager
Infini Health
Calgary, AB
- Full-time
Oversee billing and payment collection processes, monitor key performance indicators, and implement cost-effective strategies while maintaining service quality.
Added 2 hours ago
PV
Practice Manager
P3 Veterinary Partners
Kamloops, BC
- Full-time
Monitor and discuss the Key Performance Indicators for hospital and team member performance with Regional Manager and Medical Director and implement an action plan where necessary
Added 2 hours ago
WR
Business Development Representative - Vancouver
War Room
Vancouver, BC
- Full-time
War Room is looking for a Business Development Representative (BDR) to join our growing team! Reporting to the Director of Sales, you will be responsible for generating new business…
Added 3 hours ago
Administrative Assistant
Winnipeg Regional Health Authority
Brandon, MB
Under the general supervision of and responsible to the Director/Regional Manager/Manager; the Administrative Assistant is committed to the vision, mission, values and strategic priorities…
Added 3 hours ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
The Finance Director serves as a strategic business partner to the Leadership Team in support of Husky’s Global Service Business and Customer Success Management strategy. This role provides…
Added 3 hours ago
FN
Director of Development Engineering
FAMU National Alumni Association
Brantford, ON
- Full-time
Reporting to the Commissioner of Community Development, the Director of Development Engineering leads a multi-disciplinary team responsible for engineering review, approvals, and…
Added 3 hours ago
Administrative Secretary 2
Winnipeg Regional Health Authority
Brandon, MB
Reports urgent matters to appropriate Manager or Director immediately.
Added 3 hours ago
Administrative Secretary 2
Winnipeg Regional Health Authority
Brandon, MB
Reports urgent matters to appropriate Manager or Director immediately.
Added 3 hours ago
Manager Health Services
Winnipeg Regional Health Authority
Neepawa, MB
The Manager Health Services shall be accountable to the appropriate Director and is responsible for the development, coordination, implementation, evaluation and operation of the assigned…
Added 3 hours ago
Administrative Secretary 2
Winnipeg Regional Health Authority
Brandon, MB
Reports urgent matters to appropriate Manager or Director immediately.
Added 3 hours ago
Manager Health Services
Winnipeg Regional Health Authority
Winnipeg, MB
Under the direction of the Director, Health Services or designate, the Manager, Health Services oversees and manages inter-disciplinary team(s) consisting of staff who provide direct care…
Added 3 hours ago
Administrative Assistant
Winnipeg Regional Health Authority
Brandon, MB
Under the general supervision of and responsible to the Director/Regional Manager/Manager; the Administrative Assistant is committed to the vision, mission, values and strategic priorities…
Added 3 hours ago
R|
Research Assistant - Public Engagement
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
You will report directly to the Director (Dr. Emily McDonald), with direction also provided by the Assistant Director (Camille Gagnon).
Added 3 hours ago
R|
Research Assistant
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
Complete all other relevant tasks as assigned by supervisor and/or director.
Added 4 hours ago
TU
Custodial Workload & Training Specialist
The University of British Columbia
Vancouver, BC
- $5,984 to $6,422 CAD / month
- Full-time
Our vision is to be a high-performance team of empowered facilities professionals, dedicated to service excellence, recognized widely for leadership in sustainable facilities stewardship,…
Added 4 hours ago
RB
VP, Commercial FX Advisory Sales
Royal Bank of Canada
Toronto, ON
- Full-time
The level of the position (Director OR VP) will be determined based on the candidate's experience and qualifications. Compensation for this role includes a competitive base salary, a…
Added 4 hours ago
CC
Shopper Marketing Specialist (12-Month Contract) - (Hybrid)
Carlton Cards
Mississauga, ON
- $70,000 to $75,000 CAD / year
- Contract
…through marketing metrics and analysis! You will report to the Director, Marketing and…
Added 4 hours ago
MC
Director, Supply Chain Management (Hybrid)
Merck Canada
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
Define, maintain, and continuously improve key performance indicators for the GCS end-to-end supply chain planning team, ensuring metrics provide clear visibility to portfolio health,…
Added 4 hours ago
F
Regional Operations Manager - Abbotsford- BC
Foodtastic
Abbotsford, BC
- Full-time
Reporting to the Director of Operations, the Regional Operations Manager acts as the Restaurant’s primary point of contact and is responsible to partner with Managers and Franchisees to…
Added 5 hours ago
BC
Quality and Patient Safety Consultant
Brant Community Healthcare System
Brantford, ON
- Full-time
Reporting to the Director, Quality, Patient Safety & Experience, this position collaborates with clinical and corporate leadership to work on initiatives targeting improvements in…
Added 5 hours ago
T
E-Commerce and Analytics Manager
travelbrands
Toronto, ON
- Full-time
Reports To: Senior Director, Integrated Marketing
Added 5 hours ago
MS
Organizational Dashboard Director
Morgan Stanley
Montreal, QC
- Full-time
…employees the support and tools they need to succeed. This is a Director level position within the Workforce Architecture & Risk Management (WARM)team, the group is responsible for a suite…
Added 5 hours ago
PB
Construction Manager
PCH Builders
Calgary, AB
- Full-time
Reporting to the Director of Construction, you will lead Site Supervisors and on-site crews while coordinating closely with the Project Coordinator, Supply Chain, and other internal…

Export Development Canada | Exportation et développement Canada

Manager, Customer Care Team - EN 936

Ottawa, ON, Canada

$112,006 to $149,341 CAD / year · Full-time

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Job details

Pay: $112,006 to $149,341 CAD / year
Job type: Full-time
Apply by: Apr 26, 2027
Posting language: English
Posted: Oct 28, 2026

Original job description

Application deadline: November 16th, 2026 at 12:00PM ET

Join the EDC Team!

At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade.

Position: Manager, Customer Care Team

Employment Type: Permanent

Compensation Details:

Mgr Customer Care 19: Salaries typically range from $112,006 to $149,341 annually, based on qualifications and experiences, plus a performance-based incentive

Location:

Export Development Canada operates under a hybrid work model, with employees currently required to work from the office three days per week.
This role can be performed from EDC's headquarters in Ottawa or from one of our Community Hubs located in Toronto, or Montreal
Relocation assistance is available for candidates who meet the eligibility criteria

Internal Employees, please consult the ServiceNow article entitled Internal movements - what you need to know.

About EDC:

At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.

Why Join EDC?

Comprehensive Benefits: EDC offers a competitive compensation & benefits package, work-life balance, & the opportunity to help make Canada and the world better through trade
Work-Life Balance: EDC offers a competitive compensation package & work-life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday's & no meeting Fridays
Professional Development: Take advantage of our continuous learning opportunities, including training programs, workshops and language training
Inclusive Culture: Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed
Wellness Programs: Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy
Community Engagement: Participate in volunteer opportunities and give back to the community through our various social responsibility programs

Team Overview:

The Customer Care Team is the inbound service hub for EDC customers and partners, providing front-line support across the customer journey, including digital and portal navigation, policy administration, credit, billing, claims support, onboarding and general product and service inquiries. The team is part of EDC's Inbound Sales & Service, Small Business and Inclusive Trade group and works across business lines to make it easier and faster for customers and partners to obtain the right help at the right time.

The team is entering an important next stage of its evolution. We are strengthening a digital-first, human-enabled service model that improves first-contact resolution, builds customer loyalty, supports self-service adoption and scales through skills-based routing, standardized processes, better data and targeted automation. The Manager will help shape this transformation while creating an engaging, inclusive environment where employees can build expertise and grow their careers.

What you will be doing:

Reporting to the Director, Inbound Sales & Service, Small Business and Inclusive Trade, you will lead the Customer Care Team and its day-to-day service delivery while helping transform how EDC delivers inbound support and sales. You will balance customer experience, employee experience and operational performance, using data and continuous improvement to reduce customer effort, improve quality and efficiency, and strengthen service across the broader group.

Lead, coach and develop a bilingual, customer care team, building accountability, engagement and a strong talent pipeline.
Apply workforce-management best practices to optimize forecasting, scheduling, capacity, queues, service levels, quality and business continuity.
Improve customer satisfaction, loyalty and first-contact resolution while reducing customer effort and avoidable hand-offs.
Advance a digital-first, human-enabled model using self-service, knowledge tools, intelligent routing, automation and AI-enabled capabilities.
Use customer, operational and employee data to identify issues, set priorities and improve performance.
Build strong relationships and work collaboratively with stakeholder teams across EDC to resolve complex issues and improve end-to-end service.
Standardize work, strengthen controls and remove root causes of rework and inefficiency across the broader group.
Lead change with clarity, build cross-functional alignment and deliver business plans and KPI commitments.
Occasional leadership support outside regular business hours may be required

What we are looking for:

Undergraduate degree in business, finance, economics or a related field, or an equivalent combination of education and experience.
At least seven years of progressive experience in a contact centre, advice centre, virtual banking or financial-services operation.
Strong command of queue and service-level management, capacity planning, quality assurance, escalations and operational performance.
Experience leading contact centre or virtual-banking transformation, including process standardization, digital adoption, skills-based routing, automation or continuous improvement.
Demonstrated success using data to improve customer and employee outcomes, productivity and efficiency while maintaining quality, risk and compliance standards.
Strong change leadership, communication and cross-functional influence, with the courage and adaptability to lead through ambiguity.
Bilingual in both official languages (English and French)

What will make you stand out:

Leadership experience in a high-volume service environment such as a contact centre, advice centre or virtual banking team within a financial institution, including performance coaching, talent development and employee engagement.
A record of measurable gains in customer satisfaction, first-contact resolution, digital adoption, service levels, employee engagement, retention or cost-to-serve.
Experience with Genesys, ServiceNow, Salesforce or comparable CRM, telephony, workforce, quality, knowledge-management and analytics platforms.
Experience supporting business customers within insurance or lending industries

Eligibility:

EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada at the time of application (Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements. Internal applicants must also meet EDC's eligibility criteria for applying to internal opportunities. For more information, please refer to Section 2.1 in the Talent Acquisition Standard, available on LINK under the Resources tab in the Policies & Procedures section. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.

Student Program Eligibility:

EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada at the time of application (Canadian Citizen, Permanent Residents or Work Permit). Candidates must meet the requisite government security screening requirements. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.

This position is open to individuals who meet all the essential criteria outlined above and submit their applications by the closing date. Ready to make a difference? This is your chance to join a dynamic, growing team and leave your mark on our organization, development finance, and the world.

Apply today!

Want to learn more about EDC? Check our website at https://www.edc.ca

EDC's Commitment to Employment Equity

Export Development Canada (EDC) is dedicated to fostering employment equity and building a diverse workforce. We are committed to creating a safe and inclusive environment that respects people from all cultures, backgrounds, and abilities. At EDC, we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow, develop, succeed, and be their truest selves.

We actively encourage applications from women, Indigenous peoples, visible minorities, persons with disabilities, and members of the 2SLGBTQI+ community.

Your application must clearly demonstrate how you meet all the requirements. We thank all applicants' interest in a career at EDC; however, only those selected for an interview will be contacted. Please note that qualified candidates may be considered for similar roles at this level within EDC.

EDC recognizes that disclosing the need for accommodations can be a personal matter. Please know that as an organization, we are committed to maintaining confidentiality and ensuring that any accommodations provided are tailored to support your needs. Our aim is to ensure you have a comfortable and positive experience throughout the recruitment process, so please do not hesitate to contact us directly for any accommodation requests at accessibility@edc.ca. We are here to support you every step of the way.

Privacy Notice

By applying for this job you acknowledge that you have read and understood EDC's Privacy Notice for Job Applicants, which outlines how we collect, use, retain, and safeguard personal information during the recruitment process, as well as your rights of access and correction

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More about this job

Responsibilities

Lead the Customer Care Team’s daily service delivery, developing employees and managing workforce capacity, queues, service levels, quality, and business continuity. Drive a digital-first, human-enabled service transformation by using data, standardizing processes, improving customer outcomes, and aligning cross-functional teams around business plans and KPIs.

Requirements

Requires an undergraduate degree in business, finance, economics, or a related field, or equivalent education and experience, plus at least seven years of progressive experience in a contact centre, advice centre, virtual banking, or financial-services operation. Candidates must have strong operational and workforce-management expertise, transformation and change-leadership experience, data-driven improvement results, and fluency in English and French.

Skills

Team Leadership
Coaching And Talent Development
Contact Centre Operations
Workforce Management
Capacity Planning
Quality Assurance
Customer Experience
Change Leadership
Data-Driven Decision-Making
Process Standardization
Continuous Improvement
Digital Adoption
Skills-Based Routing
Automation And AI
Bilingual Communication

Benefits

Competitive Compensation
Performance-Based Incentive
Comprehensive Benefits
Paid Vacation
Corporate Closure Period
Professional Development
Language Training
Wellness Programs
Mental Health Support
Fitness Programs
Volunteer Opportunities
Relocation Assistance

Visa sponsorship

Not detected in the job text

Keywords

Customer Care
Contact Centre
Inbound Sales And Service
Financial Services
Workforce Management
Forecasting
Scheduling
Capacity Planning
Queue Management
Service-Level Management
Quality Assurance
Business Continuity
First-Contact Resolution
Customer Loyalty
Self-Service
Skills-Based Routing
Automation
Artificial Intelligence
Customer Analytics
Operational Performance
Process Standardization
Continuous Improvement
Change Management
Genesys
ServiceNow
Salesforce
Knowledge Management
Digital Adoption
Insurance
Lending

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