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Added 18 mins ago
AH
Senior Advisor
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Full-time
We believe that psychologically healthy & safe workplaces don't happen by chance. They are built through thoughtful leadership & strong partnerships & a commitment to creating environments…
Added 18 mins ago
AH
Operational Clinical Informatics Lead
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Full-time
…Clinical Information System (CIS). Reporting to the Program Manager for specialty areas, the Operational Clinical Informatics Lead (OCIL) for Alberta Kidney Care (AKC) serves as a key…
Added 18 mins ago
AH
Registered Psychiatric Nurse - Continuing Care
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Part-time
…the successful candidate will report directly to the CCPCS Manager. The incumbent will work with other clinical teams (e.g., NP, SW), Contracted Service Providers (CSP), and the team’s…
Added 18 mins ago
AH
Registered Nurse
Alberta Health Services
Rocky Mountain House, AB
- Temporary
…advocate on behalf of patients and their families. You will play a leadership role in supporting an integrated and holistic approach to patient care, health promotion and maintenance. You…
Added 18 mins ago
AH
Nuclear Medicine Technologist II
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Temporary
Reporting to the Diagnostic Imaging Manager, the Multi Modality Supervisor is responsible for the day to day operations of Diagnostic Imaging services, providing operational leadership and…
Added 18 mins ago
AH
Nurse Practitioner
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Temporary
…practices within a collaborative care model. Reporting to the Manager, the NP provides comprehensive neurosurgical care to adult inpatients at FMC. As one of Canada's largest hospitals, FMC…
Added 18 mins ago
GE
Hospitality F&B Assistant Manager
Grey Eagle Resort & Casino
Calgary, AB
- Full-time
Reporting to the Restaurant Manager is responsible to provide leadership with the team and takes ownership of daily operations. The ability to react to situations that need a sense of…
Added 1 hour ago
Technical Solutions Development Manager, Workspace, Google Cloud
Google
Waterloo, ON
As a Workspace Delivery Manager, you will serve as the primary customer interface for Google Workspace implementations, overseeing deployment strategy, optimization, and service delivery…
Added 1 hour ago
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Department Manager, Administration
Northern/NorthMart
Toronto, ON · Greater Toronto and Hamilton Area, ON
- Full-time
The Department Manager, Administration is accountable for the successful day-to-day operation of Financial Services, Front End, Customer Service and Post Office if applicable. This includes…
Added 1 hour ago
AI
GCP Architect
AllianceIT Inc
Canada
- Contract
…Vertex AI, Cloud Load Balancing, VPC/Shared VPC, IAM,Secret Manager, Cloud…
Added 1 hour ago
Land and Resource Coordinator
Amrize
Winnipeg, MB · Saskatoon, SK
…Resource Coordinator will work closely with the Land and Resource Manager and cross-functional teams and gain experience in land management, resource development, permitting, strategic…
Added 2 hours ago
Security Site Manager - Victoria Shopping Centre (Guardteck)
Kandor
Victoria, BC
Coaching and Development of the site’s Security Leadership Team
Added 2 hours ago
Account Manager - Calgary (Guardteck)
Kandor
Calgary, AB
Guardteck is seeking an Account Manager to manage client relationships and service delivery across a portfolio of security sites in Calgary, AB. This is a client-facing operations role…
Added 2 hours ago
Senior Account Manager-Metro Vancouver (Guardteck)
Kandor
Burnaby, BC
Guardteck is seeking a Senior Account Manager to lead and develop our account management team in Burnaby, BC. This is a senior, client-facing operations role responsible for leading account…
Added 2 hours ago
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Acting Retail Store Manager
Lovisa
Winnipeg, MB
- Full-time
Strong leadership and team development skills
Added 2 hours ago
L
Retail Assistant Store Manager
Lovisa
Winnipeg, MB
- Full-time
- Are you an existing Store Manager or Assistant Store Manager with experience in creating a team environment, to coach, develop and motivate your team to deliver great results?
Added 2 hours ago
DE
Civil Design Project Manager
Davis Engineers
Brampton, ON · Regional Municipality of Peel, ON
- Full-time
…experienced individual to fill the position of Engineering Project Manager. The ideal candidate will have 5+ years of experience completing residential subdivision and commercial design and…
Added 2 hours ago
SA
Assistant Restaurant Manager
SSP America
Richmond, BC
- Full-time
We’re looking for an Assistant Restaurant Manager who thrives in high-volume environments, leads from the floor, and partners closely with both the Restaurant General Manager and Kitchen…
Added 2 hours ago
SA
Assistant Restaurant Manager
SSP America
Ottawa, ON
- Full-time
Join our team as an Assistant Restaurant Manager for Canal Market in the Ottawa Airport!
Added 2 hours ago
SA
Assistant Restaurant Manager
SSP America
Richmond, BC
- Full-time
We’re looking for an Assistant Restaurant Manager who thrives in high-volume environments, leads from the floor, and partners closely with both the Restaurant General Manager and Kitchen…
Added 3 hours ago
A
Manager, Global Practice and Delivery (Solutions & Services)
Acceldata
Kitchener, ON · Toronto, ON
- Full-time
Practice Performance & Leadership Accountability: Own and continuously improve key professional services metrics, including services revenue, gross margin, resource utilization, delivery…
Added 3 hours ago
NS
Manager, Financial Reporting
Nova Scotia Power
Halifax, NS
- Full-time
Are you a financial reporting leader who thrives in a fast-paced, highly regulated environment? As Manager, Financial Reporting, you will play a critical role in ensuring the integrity,…
Added 3 hours ago
NS
Distribution Asset Strategy Engineer
Nova Scotia Power
Halifax, NS
- Full-time
Reporting to the Manager, Asset Performance, the Distribution Asset Strategy Engineer is responsible for the development, implementation, and continuous improvement of distribution asset…
Added 3 hours ago
A
Manager, Global Practice and Delivery (Solutions & Services)
Acceldata
Kitchener, ON
- Full-time
Practice Performance & Leadership Accountability: Own and continuously improve key professional services metrics, including services revenue, gross margin, resource utilization, delivery…
Added 3 hours ago
A
Manager, Global Practice and Delivery (Solutions & Services)
Acceldata
Toronto, ON
- Full-time
Practice Performance & Leadership Accountability: Own and continuously improve key professional services metrics, including services revenue, gross margin, resource utilization, delivery…

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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