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Added 10 mins ago
S
Business Development Representative - SMB
Solink
Ottawa, ON
- $68,500 to $85,000 CAD / year
- Full-time
…sooner and act faster by transforming video security into real-time operational…
Added 10 mins ago
LC
Cashier Part Time Day Greenlight Requisition
Loblaw Companies Limited
Bowmanville, ON
- Part-time
…provides employees a range of opportunities and experiences to help Canadians Live Life…
Added 10 mins ago
LC
Cashier Part Time Night
Loblaw Companies Limited
Vancouver, BC
- Part-time
…provides employees a range of opportunities and experiences to help Canadians Live Life…
Added 10 mins ago
LC
Pharmacy Assistant Part Time Afternoon
Loblaw Companies Limited
Toronto, ON
- Part-time
…our colleagues a range of opportunities and experiences to help Canadians Live Life…
Added 10 mins ago
LC
Receiver Part Time Day Greenlight Requisition
Loblaw Companies Limited
Winnipeg, MB
- Part-time
…our colleagues a range of opportunities and experiences to help Canadians Live Life…
Added 10 mins ago
LC
Cashier Part Time Day Greenlight Requisition
Loblaw Companies Limited
Calgary, AB
- Part-time
…our colleagues a range of opportunities and experiences to help Canadians Live Life…
Added 10 mins ago
PV
Help Desk Analyst
Pet Valu
Markham, ON
- $50,000 to $55,000 CAD / year
- Full-time
The Help Desk Analyst provides customer support, service and technical support through analysis and problem resolving to enable installation, maintenance, education, implementation and…
Added 10 mins ago
Engineer, Field
Aecon
Campbell River, BC
…people. At Aecon, you won’t just build your career - you’ll help build what matters to enable future generations to…
Added 10 mins ago
CG
Production Technician - AM Shift - 7:00am - 7:00pm - $23.17 hourly - Golden West Baking Company
C.H. Guenther
Delta, BC
- Full-time
Assist in general cleaning of machinery and plant facility as assigned when production is stopped.
Added 25 mins ago
SG
Equipment Operator, Site Maintenance (Seasonal)
Skeena Gold + Silver
BC · Kitimat-Stikine A, BC
- Full-time
As a Skeena employee, you will become part of a dynamic, innovative, and results-driven work environment. Together, alongside colleagues of diverse backgrounds and experience you will help…
Added 40 mins ago
GC
Casual Retail Assistant
GSF Car Parts
ON · Middlesex, ON
- Full-time
…deliver excellent Customer Service. You will play a crucial part of the team; contributing towards achieving branch and individual targets through face to face sales; servicing click and…
Added 40 mins ago
AC
Accounting & Administrative Coordinator
Atkinson Construction
St. Albert, AB
- Full-time
Atkinson Construction (ACL) is an employee-owned general contractor headquartered in St. Albert, Alberta, delivering projects across more than 30 communities in the province. As an…
Added 40 mins ago
FH
Pharmacy Technician - Squamish General Hospital
Fraser Health
North Vancouver, BC
- Part-time
We currently have an exciting Part Time opportunity for a Pharmacy Technician to join our team at Squamish General Hospital located in Squamish, BC.
Added 40 mins ago
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Pre-weigh Technician-Night Shift
DECIEM | THE ABNORMAL BEAUTY COMPANY
Toronto, ON · Etobicoke, ON
- Full-time
We are looking for a Pre-weigh Technician to help process and ready batches for the compounding day shift team.
Added 55 mins ago
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Data Engineer Intern/Co-op (Winter 2027)
TD
Toronto, ON
- Full-time
…allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience,…
Added 55 mins ago
TR
People & Culture (Hybrid)
Traction Rec
Vancouver, BC
- Full-time
We believe that business is a powerful force for good. As part of this belief, we’ve committed to the Pledge 1% for the Planet, dedicating 1% of our time, product, profit, or equity to…
Added 55 mins ago
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Strategic Change Manager
BMO
AB · BC · Toronto, ON · BMOPLACE
- Full-time
…role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above…
Added 1 hour ago
Bilingual Wealth Management Intern (Student/New Grad)
The Canada Life Assurance Company
Montreal, QC
We’re committed to supporting our employees through every stage of their career. Here’s what you can expect as a full-time or part-time permanent team member:
Added 1 hour ago
SD
Front Store Supervisor, Hourly Part Time Day
Shoppers Drug Mart
Listowel, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 1 hour ago
SD
Spécialiste Beauté, rémunéré(e) à l’heure temps plein Quarts de travail flexibles
Shoppers Drug Mart
Montreal, QC
- Full-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 1 hour ago
SD
Merchandiser, Hourly Part Time Flexible Shifts
Shoppers Drug Mart
Listowel, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 1 hour ago
SD
Post Office Clerk, Hourly Part Time Flexible Shifts
Shoppers Drug Mart
Grande Prairie, AB
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 1 hour ago
SD
Front Store Supervisor, Hourly Full Time Flexible Shifts
Shoppers Drug Mart
Toronto, ON
- Full-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 1 hour ago
SD
Beauty Specialist, Hourly Part Time Day
Shoppers Drug Mart
Ajax, ON
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.
Added 1 hour ago
SD
Marchandiseur(seuse), rémunéré(e) à l’heure – PHX temps partiel jour Embauche feu vert
Shoppers Drug Mart
Gatineau, QC
- Part-time
Join a locally owned and operated store to help deliver health, beauty and convenience services in your community, and keep the customer at the centre of everything you do.

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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