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Added 25 mins ago
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
Full-time
Translate complex data into clear, actionable recommendations for senior leadership
Added 25 mins ago
Designer, Development (Electrical)
Husky Technologies
Bolton, ON
Full-time
The Senior Designer, Development (Electrical) will be a key contributor to these product development teams, responsible for designing and delivering robust, safe and reliable electrical…
Added 25 mins ago
Senior Product Manager
MatchBox Consulting Group
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Contract
MatchBox Consulting Group is currently searching for a Senior Product Manager for a 6 month contract role at one of our clients based in Vancouver
Added 55 mins ago
Sr. Manager / Manager, Office of the CEO
Efficiency Capital
Toronto, ON
Full-time
We are looking for a senior professional who wants to be an owner-employee and will thrive in a dynamic leadership role in Toronto that is integral to the organization’s success. This means…
Added 1 hour ago
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$80,000 to $100,000 CAD / year
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Senior AI Engineer (Permanent)
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Added 2 hours ago
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We are hiring Senior AI Engineers who have shipped real AI product experiences. We mean people who have built AI products, broken them in production, fixed them, and shipped them to users…
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Added 6 hours ago
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
Full-time
Translate complex data into clear, actionable recommendations for senior leadership
Added 6 hours ago
Designer, Development (Electrical)
Husky Technologies
Bolton, ON
Full-time
The Senior Designer, Development (Electrical) will be a key contributor to these product development teams, responsible for designing and delivering robust, safe and reliable electrical…
Added 6 hours ago
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$55,000 to $65,000 CAD / year
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Added 8 hours ago
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Toronto, ON
$150,000 to $168,000 CAD / year
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Added 12 hours ago
Designer, Development (Electrical)
Husky Technologies
Bolton, ON
Full-time
The Senior Designer, Development (Electrical) will be a key contributor to these product development teams, responsible for designing and delivering robust, safe and reliable electrical…
Added 12 hours ago
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
Full-time
Translate complex data into clear, actionable recommendations for senior leadership
Added 13 hours ago
Senior Systems Integrator – Enterprise BAS/BMS (SIBA002)
Potenco
Toronto, ON · Greater Toronto Area, Canada
Full-time
Our Client is seeking an experienced Senior Systems Integrator – Building Automation / EBO (Commercial) to support a complex Building Automation System modernization and migration program.
Added 22 hours ago
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…post-purchase SaaS company on a mission to build the world’s leading automation platform for ecommerce…

GreenShield

Director, Enterprise Contact Centre Operations

Windsor, ON, Canada

Job type: Full-time
Apply by: Oct 25, 2026
Posting language: English
Posted: Sep 25, 2026

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Original job description

WHO WE ARE

GreenShield is a proudly Canadian, national non-profit health care and insurance organization, driven by our mission of Better Health for All. We believe health care is a right, not a privilege, and we are committed to improving health outcomes, advancing health equity, and building a future where every Canadian can reach their full health and well-being potential.

Through our unique integrated payer-provider ("payvider") model, we offer insurance, administer benefits, and pay claims as a ‘payer’ while offering health care services such as mental health, pharmacy, telemedicine, and chronic disease management as a ‘provider’. As a non-profit social enterprise without shareholders, we reinvest our excess earnings to directly support underserved communities. Through GreenShield Cares, we positively impacted the health and well-being of over one million Canadians between 2020 and 2025. What’s driving us now is the commitment to measurably impact an additional three million Canadians by 2030 – across mental health, essential medicines, and chronic disease management – through scalable initiatives that deliver meaningful change in pursuit of our mission of Better Health for All.

At GreenShield, our culture is where purpose meets passion and performance. Our teams work as one to deliver meaningful, measurable impact for the people and communities we serve.

THE ROLE IN A NUTSHELL

Reporting to the Vice President, Enterprise Service, the Director, Enterprise Service leads the enterprise contact centre to deliver a consistent, digital-first and high-quality experience for members, providers and clients across GreenShield lines of business. This role translates enterprise service strategy into disciplined execution by optimizing people, processes, technology and capacity to achieve service, quality, experience and efficiency outcomes.

In partnership with Enterprise Service leaders, the Director advances automation, process optimization and AI-enabled ways of working, while building an engaged, inclusive and accountable leadership culture. The role leads manager-level contact centre leaders and provides visible advocacy for both customer and employee needs.

WHO WE'RE LOOKING FOR

Significant progressive leadership experience, including 7+ years in a large-scale contact centre, customer service or enterprise operations environment.• Demonstrated success delivering operational performance, customer experience improvement and complex change across multiple stakeholder groups.
Experience leading leaders and large frontline teams, with the ability to build coaching, performance management, business acumen and decision-making capability.
Strong financial and analytical acumen, including budget management, capacity planning, workforce forecasting and interpretation of service and performance metrics.
Expertise in change management, process improvement, performance management and operational governance.
Ability to translate enterprise strategy into a multi-year contact centre roadmap and deliver digital-first service through self-service, automation, process optimization and practical use of AI.
Demonstrated ability to identify service risks, resolve operational issues and maintain accountability for corrective actions and sustainable results.
Strong stakeholder management skills, with the ability to influence priorities and partner across Workforce Management, Quality, Training, Billing, Technology, Product and business teams.
Clear, concise and proactive communication, supported by sound judgement, transparency and the ability to provide decision-ready recommendations to senior leaders.
Bachelor's degree in Business Administration or a related field, or an equivalent combination of education and senior operational leadership experience.

NICE TO HAVE

Experience with Microsoft Dynamics 365 CRM.
Experience with NICE telephony and contact centre technology.
Experience in insurance, health benefits, financial services or another regulated service environment.
Experience in a unionized environment.
Experience advancing automation, self-service and AI-enabled operating models.

THE CULTURE

We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded.

Where your growth means our growth.

Where your voice is heard and valued.

Where your work has purpose. And purpose matters.

We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a difference together.

Here’s to Better Health for All!

A FEW MORE DETAILS

Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization.

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through requestforaccommodation@greenshield.ca. Information received relating to accommodation will be addressed confidentially.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).

AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.

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More about this job

Responsibilities

Lead the enterprise contact centre to deliver consistent, digital-first, high-quality service across GreenShield’s lines of business, while translating enterprise strategy into operational plans and measurable outcomes. Oversee contact centre leaders and optimize people, processes, technology, and capacity, advancing automation and AI-enabled operations while fostering an accountable and inclusive leadership culture.

Requirements

Requires 7+ years of progressive leadership experience in a large-scale contact centre, customer service, or enterprise operations environment, with demonstrated success improving performance and customer experience and leading large teams through complex change. Candidates should bring strong financial and analytical skills, expertise in workforce planning and operational improvement, and a bachelor’s degree in business administration or a related field, or equivalent education and senior operational leadership experience.

Skills

Contact Centre Operations
Operational Performance Management
Customer Experience Improvement
Leadership Development
Budget Management
Capacity Planning
Workforce Forecasting
Performance Metrics Analysis
Change Management
Process Improvement
Operational Governance
Contact Centre Strategy
Automation
Self-Service
AI-Enabled Operations
Stakeholder Management

Visa sponsorship

Not detected in the job text

Keywords

Enterprise Contact Centre
Customer Service
Enterprise Operations
Digital-First Service
Contact Centre Roadmap
Operational Performance
Customer Experience
Capacity Planning
Workforce Forecasting
Budget Management
Service Metrics
Performance Management
Change Management
Process Optimization
Operational Governance
Automation
Self-Service
Artificial Intelligence
Microsoft Dynamics 365 CRM
NICE Telephony
Contact Centre Technology
Insurance
Health Benefits
Financial Services
Regulated Service Environment
Unionized Environment
Stakeholder Management
Quality Management
Training
Billing

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