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Added 28 mins ago
T
Customer Experience Associate (Future Opportunities) - Montreal-Est
TD
Saint-Léonard-d'Aston, QC
- Part-time
…relationships with our customers by performing a broad range of customer service transactions and providing information and advice on services, products, and solutions to existing or…
Added 28 mins ago
AC
IT Asset administrator and Process Owner
Amaris Consulting | Part of Mantu
Montreal, QC
- Full-time
Définir les indicateurs clés de performance et maintenir des tableaux de bord sur la performance des actifs, la conformité, les niveaux de service et les possibilités de réduction des coûts.
Added 43 mins ago
SC
chef de quart - Store# 04059, PLACE VILLE-MARIE
Starbucks Coffee Company
Montreal, QC
- Full-time
As a Starbucks Shift Supervisor, you will assist the store manager in executing store operations during scheduled shifts. As a team lead, you will deploy partners and delegate tasks to…
Added 58 mins ago
IR
Dietary Aide
Interlake-Eastern Regional Health Authority
Ashern, MB
- Internship
Under the direction of the Manager, Support Services and Cook, the Dietary Aide performs the assigned duties related to the preparation and service of food to patients/ residents, staff,…
Added 58 mins ago
IR
Dietary Aide
Interlake-Eastern Regional Health Authority
Fisher Branch, MB
- Full-time
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Added 58 mins ago
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Assistant Cook
Interlake-Eastern Regional Health Authority
Powerview-Pine Falls, MB · Pine Falls, MB
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Added 58 mins ago
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Dietary Aide
Interlake-Eastern Regional Health Authority
Oakbank, MB
- Full-time
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Dietary Aide
Interlake-Eastern Regional Health Authority
Beausejour, MB
- Full-time
Under the direction of the Manager, Support Services and Cook, the Dietary Aide performs the assigned duties related to the preparation and service of food to patients/ residents, staff,…
Added 58 mins ago
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Assistant Cook, Cafe
Interlake-Eastern Regional Health Authority
Selkirk, MB
- Internship
Under the direction of the Manager, Support Services and Cook, the Assistant Cook performs the assigned duties for the provision of regular, therapeutic and texture modified meals related…
Added 58 mins ago
IR
Dietary Aide
Interlake-Eastern Regional Health Authority
Beausejour, MB
- Internship
Under the direction of the Manager, Support Services and Cook, the Dietary Aide performs the assigned duties related to the preparation and service of food to patients/ residents, staff,…
Added 58 mins ago
H
Insurance Advisor
Howden
Winchester, ON
- Full-time
…of a large organisation, and working closely with the Branch Manager to achieve…
Added 58 mins ago
CB
Sales Assistant
COBS Bread
Mississauga, ON
- Full-time
…product, the development of our people and our warm and friendly customer…
Added 59 mins ago
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Canadian Commercial Banking Associate
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St. Catharines, ON
- Full-time
…well as the specific products they are responsible to sell and service. They have keen insight into all their clients – their industry, products, finances, and markets. Better business…
Added 59 mins ago
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EssilorLuxottica Group
Kelowna, BC
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Added 1 hour ago
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Housekeeping Aide
Interlake-Eastern Regional Health Authority
Selkirk, MB
- Full-time
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Added 1 hour ago
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Dietary Aide
Interlake-Eastern Regional Health Authority
Fisher Branch, MB
- Full-time
Under the direction of the Manager, Support Services and Cook, the Dietary Aide performs the assigned duties related to the preparation and service of food to patients/ residents, staff,…
Added 1 hour ago
IR
Assistant Cook
Interlake-Eastern Regional Health Authority
Fisher Branch, MB
- Full-time
Under the direction of the Manager, Support Services and Cook, the Assistant Cook performs the assigned duties for the provision of regular, therapeutic and texture modified meals related…
Added 1 hour ago
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Home Care Scheduling Clerk
Interlake-Eastern Regional Health Authority
Selkirk, MB
- Full-time
The Home Care Scheduling Clerk works under the supervision of the Clinical Team Manager – Home Care performing various office functions including coordinating and maintaining scheduling for…
Added 1 hour ago
IR
Housekeeping Aide
Interlake-Eastern Regional Health Authority
Powerview-Pine Falls, MB · Pine Falls, MB
- Full-time
Under the direction of the Manager, Support Services and/or Lead Hand the Housekeeping Aide performs the assigned duties in accordance with established work schedules, policies and…
Added 1 hour ago
IR
Dietary Aide
Interlake-Eastern Regional Health Authority
Ashern, MB
- Internship
Under the direction of the Manager, Support Services and Cook, the Dietary Aide performs the assigned duties related to the preparation and service of food to patients/ residents, staff,…
Added 1 hour ago
IR
Assistant Cook
Interlake-Eastern Regional Health Authority
Beausejour, MB
- Full-time
Under the direction of the Manager, Support Services and Cook, the Assistant Cook performs the assigned duties for the provision of regular, therapeutic and texture modified meals related…
Added 1 hour ago
CC
Leadership Development Program (Canada)
Chick-fil-A Corporate Support Center
Mississauga, ON
- Full-time
…two different positions: Grand Opening Supervisor and Interim…
Added 1 hour ago
HT
Proactive Monitoring Spec.
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Bolton, ON
- Full-time
Working with the Territory Technical Support team, the Monitoring Center Subject Matter Expert is in charge of monitoring customer’s equipment which is under the Advantage + Elite contract…
Added 1 hour ago
PA
Network and Systems Specialist
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Barrie, ON
- Full-time
Support customer cybersecurity requirements, audits, questionnaires, and compliance initiatives.

Export Development Canada | Exportation et développement Canada

Manager, Customer Care Team - EN 936

Remote, Canada

Remote

$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
Workplace: Remote
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

The Manager will lead the Customer Care Team to deliver high-quality inbound support while driving a digital-first, human-enabled service transformation. They are responsible for balancing customer experience, employee engagement, and operational performance through data-driven decision-making and process optimization.

Requirements

Candidates must possess an undergraduate degree in business, finance, or a related field and at least seven years of progressive experience in contact centre or financial-services operations. Proficiency in both English and French is required, along with strong skills in queue management, digital adoption, and change leadership.

Skills

Contact centre management
Service-level management
Capacity planning
Quality assurance
Operational performance
Digital transformation
Process standardization
Skills-based routing
Automation
Continuous improvement
Data analysis
Change leadership
Cross-functional influence
Performance coaching
Talent development
Bilingualism

Benefits

Competitive compensation
Work-life balance
Paid vacation
Corporate closure period
Summer early Fridays
No meeting Fridays
Professional development
Training programs
Language training
Wellness initiatives
Mental health support
Fitness programs
Volunteer opportunities

Visa sponsorship

Not detected in the job text

Keywords

Customer Care
Financial Services
Contact Centre
Digital Transformation
Workforce Management
Genesys
ServiceNow
Salesforce
CRM
Telephony
Analytics
Knowledge Management
KPI
Business Continuity
Inbound Sales
Inclusive Trade
Policy Administration
Credit
Billing
Claims Support
Onboarding
Change Management
Operational Efficiency
Risk Management
Compliance
Bilingual
Hybrid Work
Leadership
Coaching
Talent Pipeline

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