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Provincial Overdose Mobile Response Team, Crisis Intervention Specialist, HEMBC
Sanya’k̓ula
Vancouver, BC
- Full-time
Reporting to the Program Manager, Provincial Overdose Mobile Response Team (MRT), the MRT Crisis Intervention Specialist provides training, education and crisis response to first…
Added 3 mins ago
FH
Social Worker, Acute & Sub-acute Care
Fraser Health Authority
Chilliwack, BC
- $44.85 to $56.02 CAD / hour
- Part-time
Reporting administratively to the Manager, Health Services and clinically to the Professional Practice Chief, Social Work, the Social Worker, Acute Care provides therapeutic clinical…
Added 3 mins ago
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Conseiller(ère) en Gestion de changement
CGI
Montreal, QC
- Full-time
Contribute to the successful delivery of strategic initiatives at the heart of a dynamic, innovation-driven organization!
Added 3 mins ago
BF
Safety Manager, Special Projects
BC Ferries
Victoria, BC
- Full-time
…here and the communities we serve. We’re looking for a Safety Manager, Special Projects to lead important safety initiatives, drive continuous improvement, and strengthen how safety is…
Added 3 mins ago
UO
ESL Student Support, UCalgary Continuing Education
University of Calgary
Calgary, AB
- Full-time
The English Language Program within Continuing Education is currently seeking a Full-time Limited Term ESL Student Support for approximately 12 months.
Added 3 mins ago
UO
Lead, Program Partnerships & Projects, UCalgary Continuing Education
University of Calgary
Calgary, AB
- Full-time
Reporting to the Manager, Administrative Operations, the Lead, Program Partnerships & Projects is a key member of the Office of the Associate Vice-President (Continuing Education) team and…
Added 3 mins ago
SI
Licensed Practical Nurse (Part-Time) - Transitional Health
Shannex Incorporated
Bedford, NS
- Part-time
This innovative facility integrates data and technology into patient assessment, care delivery, and communication, while providing specialized, person-centred support for individuals who no…
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Registered Nurse (Part-Time) - Transitional Health
Shannex Incorporated
Bedford, NS
- Part-time
This innovative facility integrates data and technology into patient assessment, care delivery, and communication, while providing specialized, person-centred support for individuals who no…
Added 3 mins ago
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Project Manager, Power Delivery
WSP in Canada
Markham, ON
- Full-time
As a Senior Project Manager, you will play a key role in delivering complex power projects across Eastern Canada and beyond. Projects will vary in size and complexity and can include scope…
Added 3 mins ago
SI
Registered Nurse (Temporary) - Transitional Health
Shannex Incorporated
Bedford, NS
- Full-time
This innovative facility integrates data and technology into patient assessment, care delivery, and communication, while providing specialized, person-centred support for individuals who no…
Added 3 mins ago
SI
Registered Nurse (Temporary, Part-time) - Transitional Health
Shannex Incorporated
Bedford, NS
- Part-time
- Temporary
This innovative facility integrates data and technology into patient assessment, care delivery, and communication, while providing specialized, person-centred support for individuals who no…
Added 3 mins ago
SI
Licensed Practical Nurse (Temporary), Transitional Health
Shannex Incorporated
Bedford, NS
- Full-time
This innovative facility integrates data and technology into patient assessment, care delivery, and communication, while providing specialized, person-centred support for individuals who no…
Added 3 mins ago
SI
Waitstaff
Shannex Incorporated
Halifax, NS
- Part-time
Access to thousands of perks vendors and discounts through our WorkPerks program, including excellent discounts for apparel, restaurants, technology, fitness, travel, and tickets to some of…
Added 3 mins ago
SI
Licensed Practical Nurse, Transitional Health
Shannex Incorporated
Bedford, NS
- Full-time
This innovative facility integrates data and technology into patient assessment, care delivery, and communication, while providing specialized, person-centred support for individuals who no…
Added 4 mins ago
Manager, Office Services & Facilities
Miller Thomson
Toronto, ON
Working as a key member of the Firm’s national team, the Manager, Office Services & Facilities is responsible for managing the day-to-day operations of the Office Services team in the…
Added 19 mins ago
A
Senior Manager, Global Retail Talent Development
ARC'TERYX
North Vancouver, BC
- Full-time
As the Senior Manager, Global Retail Talent Development, you will lead the development and evolution of Arc’teryx’s global retail learning portfolio, helping our retail organization build…
Added 34 mins ago
TG
Technology Portfolio Manager (Global Technology Solutions)
TMX Group
Toronto, ON
- $120,000 to $140,000 CAD / year
- Full-time
The Technology Portfolio Manager is a critical role responsible for overseeing the successful execution and delivery of projects and initiatives for a specific group or groups. This…
Added 34 mins ago
AE
Senior Manager, Global Retail Talent Development
Arc'teryx Equipment
North Vancouver, BC
- Full-time
As the Senior Manager, Global Retail Talent Development, you will lead the development and evolution of Arc’teryx’s global retail learning portfolio, helping our retail organization build…
Added 34 mins ago
DC
Senior Mechanical Engineer
Danaher Corporation
Concord, ON · CAN - Concord - AB Sciex LP
- $111,000 to $135,000 CAD / year
- Full-time
This position reports to the Mechanical Hardware Design (MHD) Senior Manager within the R&D Department located in Concord, Ontario, Canada and will be an on-site role.
Added 34 mins ago
Operations Engineer
Government of Alberta
Spruce Grove, AB
Reporting to the Operations Manager, this position is responsible for the day-to-day administration and delivery of the highway maintenance program and completing engineering reviews…
Added 34 mins ago
Digital Architect
Government of Alberta
AB
The Forward Delivery & Modernization Branch is looking for two (2) Digital Architects. Reporting to the Manager, Development, the Digital Architect is a visionary and technical leader…
Added 34 mins ago
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Senior Manager Supply Chain
Ontario Power Generation
Whitby, ON
- Full-time
Ontario Power Generation (OPG) is looking for a dynamic, strategic and results-driven professional to join our team in the role of Senior Manager Supply Chain.
Added 34 mins ago
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Technical Sales Manager - Wood Architectural Solutions
CertainTeed
Mississauga, ON
- Full-time
CertainTeed is seeking an experienced Technical Sales Manager, Wood to serve as a trusted technical partner to architects, contractors, independent manufacturer representatives, sales…
Added 34 mins ago
MR
Academic Advisor
Mount Royal University
Calgary, AB
- Part-time
While the Academic Advisor reports centrally through the Manager, Academic Advising, they work in collaboration with their assigned Faculty to ensure their advising practices align with…
Added 34 mins ago
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Manager, M&A Execution, Human Capital
Deloitte
Toronto, ON
- Full-time
As a Manager within Deloitte’s M&A Execution, Human Capital team, you will lead the delivery of Human Capital workstreams across mergers, acquisitions, divestitures, carve-outs,…

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. Responsibilities include optimizing operational performance, coaching staff, and collaborating across business lines to improve customer satisfaction and efficiency.

Requirements

Candidates must possess an undergraduate degree in business, finance, or economics 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, data-driven decision-making, and change leadership.

Skills

Team leadership
Contact centre management
Service-level management
Capacity planning
Quality assurance
Digital transformation
Process standardization
Data analysis
Performance coaching
Stakeholder management
Workforce management
Customer experience
Change management
Bilingualism
Financial services

Benefits

Competitive compensation
Performance-based incentive
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
Inbound Sales
Financial Services
Contact Centre
Digital Transformation
Workforce Management
Genesys
ServiceNow
Salesforce
CRM
KPI
Operational Performance
First-contact resolution
Automation
AI-enabled capabilities
Capacity planning
Quality assurance
Business continuity
Change leadership
Bilingual

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