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Added 2 mins ago
EO
Retail sales manager
END OF THE ROLL
Nanaimo, BC
- From $43.27 CAD / hour
- Full-time
- On-site
College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years
Added 7 mins ago
Delivery Driver & Warehouse Team Member
Big Country Pet Co.
Calgary, AB
Communicate with the Logistics Manager, Warehouse Manager, and Order Fulfillment Team regarding deliveries and customer issues.
Added 7 mins ago
BL
Coordinator, Volunteer Services
Better Living and Community Services
Newmarket, ON
- Full-time
Certification in Volunteer Management an asset. Either Certified Volunteer Resource Manager (CVRM) through PAVRO or Certified in Volunteer Administration (CVA) through Volunteer Management…
Added 7 mins ago
A
Estates Administrator, Temporary
Aviso
Vancouver, BC
- $55,000 to $65,000 CAD / year
- Temporary
Reporting to the Manager, Operations, the Estates Administrator is responsible for the processing of estates settlements and tax reporting for registered and non-registered accounts within…
Added 7 mins ago
A
Estates Administrator, Temporary
Aviso
Toronto, ON
- $55,000 to $65,000 CAD / year
- Temporary
Reporting to the Manager, Operations, the Estates Administrator is responsible for the processing of estates settlements and tax reporting for registered and non-registered accounts within…
Added 7 mins ago
L&
Gérant(e) de Magasin/Retail Store Manager (6-Month Contract) - Galeries D'Anjou
Lindt & Sprüngli (Canada), Inc
Montreal, QC
- Full-time
We are looking for an enthusiastic and keen individual to fill the role of Retail Store Manager for our Lindt store in the Galeries D'Anjou location. The ideal candidate must possess strong…
Added 7 mins ago
UR
Information Technology Manager
Universal Realty Group
Halifax, NS
- Full-time
We’re seeking an experienced IT Manager who thrives in a fast-paced environment and is excited to contribute to a growing organization. This position is responsible for providing…
Added 21 mins ago
W
(CAN) Front End Checkout Team Associate
Walmart
Fredericton, NB
- Full-time
2.Processes all purchase transactions in a timely and efficient manner, including deactivation of merchandise with respect to the EAS Program.
Added 21 mins ago
BA
Project Manager - Higgs Audio (Toronto)
Boson AI
Toronto, ON
- Full-time
We are hiring a Project Manager to run Higgs Audio from research to release. You will plan and ship its releases, hold every release to a clear quality bar, decide which issues get fixed…
Added 21 mins ago
Assistant Manager, Security Operations Centre
Scotiabank
Toronto, ON
…Corporate Security Canada for investigation. The Assistant Manager will triage, evaluate and action incoming requests for service in an appropriate and efficient manner. This role is…
Added 21 mins ago
Product Manager
Scotiabank
Toronto, ON
Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
Added 21 mins ago
H(
Calculations Specialist
HOOPP (Healthcare of Ontario Pension Plan)
Toronto, ON · CA ON Toronto
- $52,000 to $79,000 CAD / year
- Full-time
Proactively provide feedback, escalate issues and recommend solutions, as appropriate, to Manager
Added 21 mins ago
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Bilingual Territory Manager MDS (Champlain ON, Outaouais/Abitibi QC)
BD
ON · Quebec, QC · CAN Québec - Boulevard du Parc Technologique
- Full-time
Reporting to the MDS National Sales Manager, the successful candidate will be responsible for driving growth while also managing base business (including vascular access and vascular care…
Added 21 mins ago
TC
Part Time Pool Operator, McLean Community Centre
The Corporation of the Town of Ajax
Ajax, ON · McLean Community Centre
- Part-time
Supervises part-time custodians and acts as back-up for the Facility Supervisor or Facility Manager on duty.
Added 21 mins ago
SI
Attendant, Production I (GMC1)
Saputo Inc.
St. Marys, ON
- Full-time
…opportunities within our organization. Under the responsibility of the Manager, Production, the incumbent will be responsible for handling, forming, and placing product into packaging…
Added 21 mins ago
SN
194-26-1 Band Representative Supervisor Outreach
Six Nations
Ohsweken, ON
- Full-time
…Representative Supervisor Outreach with Band Representative Program, Social Services. The Six Nations of the Grand River Application for Employment Form, Job Posting and Job Description are…
Added 21 mins ago
Registered Psychiatric Nurse/Nurse (N2) - Area 15 Forensics SMHC
Winnipeg Regional Health Authority
Selkirk, MB
Under the general supervision of the Manager Health Services or designate, the Registered Psychiatric Nurse (RPN)/ Registered Nurse (RN) is responsible for providing professional registered…
Added 21 mins ago
R
Assistant Branch Manager
RBC
Prince George, BC
- Full-time
As an Assistant Branch Manager, you motivate and coach a high-performing team of Advisors in a dynamic, high-volume, and rewarding marketplace, while establishing and achieving team…
Added 21 mins ago
PV
Franchise Business Consultant - Ontario GTA East (Contract)
Pet Valu
Markham, ON
- Full-time
College level graduate (preferably from a Business, Retail or Marketing program) and/or extensive retail experience
Added 36 mins ago
T
Software Engineer II (SDET)
TD
Toronto, ON
- Full-time
…engineering related architecture designs associated with a program or…
Added 36 mins ago
TS
Community & Family Services Worker
The Salvation Army Canada and Bermuda Territory
High River, AB · Foothills Church & Community Ministries
- Part-time
Assist the CFS Program Manager/Corps/Community Ministries Officer to implement, facilitate, and development of Community-based programs.
Added 36 mins ago
CT
Project Manager, Construction
Canadian Tire Corporation
Kitchener, ON · Quarry Park
- Full-time
The Project Manager, Construction reports to the Director, Construction as part of a high energy and motivated internal team, who will guide a team of consultants, general contractors, and…
Added 36 mins ago
AW
Chef de Partie (CDP)-Inniskillin
Arterra Wines Canada
ON · Niagara Falls, ON · Inniskillin Wines Niagara
- Part-time
Performs other related duties as assigned by the Estate Chef or manager-on-duty.
Added 36 mins ago
ED
Manager, Customer Care Team - EN 936
Export Development Canada | Exportation et développement Canada
Remote, Canada
- $112,006 to $149,341 CAD / year
- Full-time
- Remote
…standardized processes, better data and targeted automation. The Manager will help shape this transformation while creating an engaging, inclusive environment where employees can build…
Added 36 mins ago
ED
Manager, Customer Care Team - EN 936
Export Development Canada | Exportation et développement Canada
Remote, Canada
- $112,006 to $149,341 CAD / year
- Full-time
- Remote
…standardized processes, better data and targeted automation. The Manager will help shape this transformation while creating an engaging, inclusive environment where employees can build…

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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