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Added 23 mins ago
BS
Gestionnaire en formation à temps plein / Full-Time Management in Training
Browns Shoes
Pointe-Claire, QC
- Full-time
Service à la clientèle exceptionnel : Apprenez à reconnaître et à aborder les clients à la manière de Browns.
Added 38 mins ago
SA
Commercial insurance account manager
Synex Assurance
Levis, QC
- Full-time
…and complex files. Thanks to his eagle eye and great customer service skills, this person will play a central role in monitoring with insurers and will be an important reference for…
Added 38 mins ago
SA
Commercial insurance account manager
Synex Assurance
Quebec, QC
- Full-time
At Synex Assurance | Deslauriers, the customer is at the heart of our priorities. We stand out for our quality of work and our unparalleled customer service.
Added 53 mins ago
SA
Commercial insurance account manager
Synex Assurance
Quebec, QC
- Full-time
…and complex files. Thanks to his eagle eye and great customer service skills, this person will play a central role in monitoring with insurers and will be an important reference for…
Added 53 mins ago
M
Shift manager - fast food restaurant
McDonald's
Hinton, AB
- Full-time
Ensure that food and service meet quality control standards
Added 53 mins ago
M
Shift manager - fast food restaurant
McDonald's
Edson, AB
- Full-time
Ensure that food and service meet quality control standards
Added 53 mins ago
SC
District Manager, Northern Ontario and Manitoba (hybrid)
SiriusXM Canada
Toronto, ON
- Full-time
…through both face-to-face and virtual interactions. By combining field expertise with proactive inside sales support, this role expands dealer coverage while maintaining a high level of…
Added 1 hour ago
JI
Paid Media Specialist
Jumbo Interactive
Calgary, AB
- Full-time
Stride is a full-service lottery and fundraising organization that helps charitable and non-profit organizations generate revenue through professionally managed lottery programs across…
Added 1 hour ago
RC
Automotive Electrical Sourcing & Category Manager
Rexel Canada
Winnipeg, MB
- Full-time
We are seeking an experienced Automotive Electrical Sourcing & Category Manager based in Winnipeg, MB to lead strategic sourcing, supplier development, category management, and supply-chain…
Added 1 hour ago
NB
Senior Wealth Associate
National Bank of Canada
Medicine Hat, AB
- Full-time
…You will work closely with investment advisors, a portfolio manager and other professionals, playing an important role in client service, financial planning, business development and the…
Added 1 hour ago
NB
Senior Wealth Associate
National Bank of Canada
Toronto, ON
- Full-time
…closely with investment advisors to ensure exceptional customer service and smooth branch…
Added 1 hour ago
NB
Senior Analyst - SSI Expert
National Bank of Canada
Montreal, QC
- Full-time
Support business partners by resolving complex operational issues and delivering professional, efficient, and solution-oriented service.
Added 1 hour ago
NB
Manager Commercial Credit Risk
National Bank of Canada
Montreal, QC
- Full-time
A career as a Commercial Credit Risk Manager at National
Added 1 hour ago
NB
Wealth Associate
National Bank of Canada
Winnipeg, MB
- Full-time
A career as a Wealth Associate at National Bank is a role where your rigour, client-service mindset, and operational follow-through will have a direct impact on the client experience. In…
Added 1 hour ago
NB
Senior Manager Financing Solutions – Real Estate
National Bank of Canada
AB · Edmonton, AB
- Full-time
As a Senior Manager, Financing Solutions in the Real Estate Financing team, you will act as a subject matter expert in structuring complex commercial real estate transactions. You will…
Added 1 hour ago
NB
Wealth Associate
National Bank of Canada
Calgary, AB
- Full-time
…wealth advisors to stand out by offering exceptional customer service that will have a positive, long-term impact on our…
Added 1 hour ago
NB
Wealth Associate
National Bank of Canada
Calgary, AB
- Full-time
At least one year of relevant experience in a related field such as banking operations, customer service, or administration
Added 1 hour ago
Salesforce Technical Architect - Financial Services Cloud, Marketing Cloud & Data360 - Manager
EY
Toronto, ON · Montreal, QC
Configure and test Agentforce agents (Prompt Builder, topics/actions, Data 360 grounding) for marketing and service use cases, including escalation paths and human-in-the-loop review points.
Added 2 hours ago
GE
Hospitality F&B Assistant Manager
Grey Eagle Resort & Casino
Calgary, AB
- Full-time
…comes first’ attitude by providing hands-on, timely quality service, exceptional value, and a superior…
Added 2 hours ago
NR
Program Specialist
Niagara Region
ON · Niagara, ON
- Full-time
…alignment of operational needs, business requirements, and customer service…
Added 2 hours ago
AH
Unit Manager - Acute Care
Alberta Health Services
Ponoka, AB
- Full-time
The Acute Care Manager has direct accountability for operations in Emergency Department, Medical Inpatient Unit and Obstetrical Services in Ponoka. Reporting to the Site Lead and in…
Added 2 hours ago
QR
Sales Representative - Industrial
Quincaillerie Richelieu
Mississauga, ON
- Full-time
Under the supervision of the Industrial Sales Manager, the Sales Representative will be responsible for all sales activities and management of customer accounts within a set territory. The…
Added 2 hours ago
PM
Project Manager
POD Marketing
Calgary, AB
- $57,000 to $65,000 CAD / year
- Full-time
As our Project Manager, you’ll lead website projects from initial planning through launch, helping turn client goals into websites that support their business. Reporting to the Team Lead of…
Added 3 hours ago
SD
Specialist, Patient Care
Shoppers Drug Mart Specialty Health Network
Mississauga, ON
- Full-time
…collaboratively with other Patient Care Specialists and a Case Manager/Field Case Manager for a designated territory, dependent on the program. The superior end-to-end support provided by…
Added 3 hours ago
H
Global Mining Practice Business Development Leader
HDR
Corner Brook, NL
- Full-time
Shape Market Strategy: Translate commodity outlooks, regional investment patterns, regulatory drivers and client capital plans into focused account, geography and service-line priorities.

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 service while driving a digital-first transformation. They are responsible for balancing operational performance, employee engagement, and customer experience through data-driven continuous improvement.

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, digital adoption, and change leadership.

Skills

Team leadership
Contact centre management
Service delivery
Workforce management
Digital transformation
Customer experience
Operational performance
Data analysis
Process standardization
Change management
Bilingualism
Capacity planning
Quality assurance
Stakeholder management
Performance coaching

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
Contact Centre
Financial Services
Digital Transformation
Workforce Management
Genesys
ServiceNow
Salesforce
CRM
Telephony
Analytics
Knowledge Management
KPI
Operational Efficiency
First-contact resolution
Capacity Planning
Quality Assurance
Business Continuity
Automation
AI-enabled capabilities
Change Leadership
Cross-functional collaboration
Bilingual
Inbound Sales
Service Level Management

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