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Added 5 mins ago
RT
Information Technology Product Manager
Rang Technologies Inc
Toronto, ON
- Contract
Position: Senior Specialist - IT Product Manager
Added 5 mins ago
CH
Winter 2026/27 - Hospitality Services
CMH Heli-Skiing & Summer Adventures
BC · British Columbia, Canada
- Full-time
Post-secondary education in hospitality field, preferred.
Added 5 mins ago
CH
Winter 2026/27 - Massage Practitioner
CMH Heli-Skiing & Summer Adventures
BC · British Columbia, Canada
- Full-time
Perform radio duty, as required, to support field operations.
Added 5 mins ago
PG
Facility Manager – Grenfell, SK
Paterson Grain
Grenfell, SK
- Full-time
We are currently seeking a dynamic, hands-on individual to fill the role of Facility Manager at our Grain Elevator located in Grenfell, SK. Reporting to the Regional Manager, this position…
Added 5 mins ago
TT
Senior Product Manager, Hybrid Platform & Deployment Models
Temporal Technologies
Canada
- Full-time
Experience driving alignment across stakeholders (Engineering, Security, Support, Field/Resident Architects, Solutions, Sales) and making durable decisions in ambiguous environments.
Added 5 mins ago
CH
Administrator, Information Systems
CMH Heli-Skiing & Summer Adventures
AB · Alberta, Canada
- Full-time
Provide occasional support to field programs, guests, and remote users.
Added 8 mins ago
Partner Account Manager - Toronto
Everpure
Toronto, ON
…The successful PAM will work in tandem with the Partner Sales Manager for the Central Region, Regional Sales Directors, District Managers and Account Executive teams to successfully develop…
Added 19 mins ago
SP
Senior HSE Program Coordinator (Calgary)
Synergy Projects Ltd.
Calgary, AB
- Full-time
Reporting to the HSE Manager, the Senior HSE Program Coordinator supports the effective administration of Synergy Projects’ Health, Safety & Environment program through safety planning,…
Added 19 mins ago
GO
Regional Emergency Manager
Government of Manitoba
Winnipeg, MB
- Full-time
…stakeholders, and partners. The incumbent reports directly to the Manager, Field…
Added 21 mins ago
CU
Associate Vice-President, Communications and Public Affairs and Chief Communications Officer
Carleton University
Ottawa, ON
- Other
Added 21 mins ago
AC
Consultant En Audit TI
Aston Carter
Montreal, QC
- $35 to $75 CAD / hour
- Contract
We are open to candidates with 1 to 10+ years of experience, from junior level through manager level.
Added 21 mins ago
TH
Sr specialist, OE and Talent (15 months contract)
The Home Depot Canada
Toronto, ON
- Full-time
Reports to Senior Manager, Leadership Development, Organizational Effectiveness and Talent Management
Added 21 mins ago
TH
Spécialiste principal, Efficacité organisationnelle et Gestion des talents
The Home Depot Canada
Toronto, ON
- Full-time
Reports to Senior Manager, Leadership Development, Organizational Effectiveness and Talent Management
Added 21 mins ago
OC
Customer Support Representative II, Bilingual - OCI
Olympus Corporation
Richmond Hill, ON
- Full-time
Offers onsite, hybrid and field work environments
Added 21 mins ago
LH
Coordinator
Lookout Housing and Health
Vancouver, BC
- Full-time
…shelter, and outreach programs. Under the direction of the Program Manager, this position provides operational oversight to ensure clientele receive pertinent services while supporting the…
Added 21 mins ago
E
Partner Account Manager - Toronto
Everpure
Toronto, ON
- Full-time
…The successful PAM will work in tandem with the Partner Sales Manager for the Central Region, Regional Sales Directors, District Managers and Account Executive teams to successfully develop…
Added 37 mins ago
TT
Staff Product Manager, Core Primitives
Temporal Technologies
Canada
- Full-time
We’re hiring a Staff Product Manager, Core Primitives, to own strategy and roadmap for a focused Core Primitives charter. This role is not about shipping isolated features. It is about…
Added 37 mins ago
EA
Treasury & P2P Manager
EarthDaily Analytics
Vancouver, BC
- $115,000 to $145,000 CAD / year
- Full-time
…looking for an experienced, Vancouver-based Treasury and P2P Manager to join our…
Added 50 mins ago
E
Management Trainee
Enterprise
Squamish, BC
- Full-time
Whether you see yourself in sales, business development, customer service, retail management, or operations, as a manager in training, you can count on a career path with a clear beginning…
Added 50 mins ago
FT
Marketing - Marketing Coordinator
Fast Tire Co
Vaudreuil-Dorion, QC
- Full-time
Reporting to the Associate Marketing Manager, the Marketing Coordinator’s key responsibility is to bring Fastco’s trade marketing, field marketing and promotional initiatives to life by…
Added 51 mins ago
S
Red Seal Heavy Duty Mechanic
Sandvik
Vancouver, BC · Leduc, AB · Edmonton, AB · Calgary, AB · BC · British Columbia
- Full-time
…equipment and components according to defined specifications. The Field Service Technician (Underground) is also responsible for new equipment commissioning and training at customer…
Added 51 mins ago
FT
Senior Workday Functional Specialist
Fanshawe Toronto@ILAC
London, ON
- Full-time
Added 51 mins ago
Coordinator
Lookout Housing and Health Society
Vancouver, BC
…shelter, and outreach programs. Under the direction of the Program Manager, this position provides operational oversight to ensure clientele receive pertinent services while supporting the…
Added 51 mins ago
FO
Project Manager I
First Onsite - CA
Kelowna, BC
- Full-time
As a Project Manager, you are at the center of every restoration project, turning plans into action and challenges into progress. You'll assess losses, define project scopes, and prepare…
Added 1 hour ago
DO
Project Coordinator, Innovation & Spread
Doctors of BC
Vancouver, BC · BC
- Full-time
Reporting to the Manager, Shared Care & Strategic Initiatives, the Project Coordinator, Innovation & Spread, provides project and administrative coordination for committees, working groups,…

Closed listing

Scotiabank

Manager, Customer Care - E-Customer Experience & Social Media

Toronto, ON, M1L 4S2, Canada

This opening has closed.

The original listing is kept below for reference.

Find open jobs More jobs with this employer

About employer

Job details

Closing date: Oct 9, 2026
Experience: 3-5 years of industry experience, preferably in a management, coaching, customer service, or digital customer-care environment.
Posting language: English
Posted: Oct 5, 2026

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Original job description

Archived listing. The details below describe a past opening.

Requisition ID: 275451

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

Manager, Customer Care - E-Customer Experience & Social Media

Leads and oversees the Social Media, Click to Chat, and Communication Centre Support teams within the Client Experience Centre, ensuring customer-focused, high-performing teams deliver high-quality customer outcomes while business strategies, plans, and initiatives are executed in compliance with governing regulations, internal policies, procedures, and the Bank’s risk appetite. The Manager provides people leadership, operational oversight, and strategic guidance for digital customer care. The role strengthens digital capability, customer resolution, risk management, and continuous improvement while partnering across the Bank on national initiatives.

Is this role right for you? In this role, you will:

Leads and drives a customer-focused culture across Social Media, Click to Chat, and Communication Centre Support to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
Develops and coaches a high-performing team by ensuring employees have the knowledge, skills, tools, and support required to deliver consistent, high-quality customer outcomes.
Monitors workload, digital interactions, service delivery, readiness, adherence, and interaction quality; provides timely coaching and feedback and ensures the integrity of transactions and account activity.
Acts as an escalation point for complex or sensitive customer concerns, coordinating research, response development, and partnership across the Bank to achieve appropriate resolution within delegated authority and established escalation pathways.
Oversees daily operations for Social Media, Click to Chat, and Communication Centre Support and provides strategic guidance to internal partners across the Bank.
Analyzes customer conversations, emerging trends, activity, and service results across digital channels to identify customer, operational, compliance, and reputational considerations and recommend appropriate action.
Supports employees with sound judgement and recommendations and, when required, participates in customer-facing digital conversations in a manner appropriate to the audience and the Scotiabank brand.
Develops and improves business processes, controls, and digital servicing practices to increase efficiency, reduce rework, address gaps, and strengthen employee capability.
Partners with the Senior Manager and key stakeholders to evolve digital customer care frameworks, operating practices, and service capabilities.
Contributes to Centre objectives by promoting effective customer resolution, retention, and appropriate referral opportunities while balancing customer needs, risk, and operational requirements.
Ensures productivity and service-level expectations are achieved and uses relevant operational measures to manage performance across supported channels.
Provides leadership coverage and operational support in the absence of the Senior Manager, including escalation support, reporting and analysis, and strategic input as required by the operating model.
Understands how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.
Creates an environment in which the team pursues effective and efficient operations in accordance with Scotiabank’s Values, Code of Conduct, and Global Sales Principles, while ensuring day-to-day business controls meet obligations related to operational, compliance, AML/ATF/sanctions, and conduct risk.
Minimizes risk and losses by ensuring adherence to Scotiabank policies, procedures, key controls, audit requirements, and delegated authorities.
Identifies recurring customer inquiries, pain points, complaints, and process issues; establishes appropriate tracking and partners with stakeholders on corrective actions or improvements.
Builds a high-performance and inclusive environment that attracts, retains, develops, and motivates employees through regular coaching, recognition, open communication, development planning, and support for change initiatives.

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

3-5 years of industry experience, preferably in a management, coaching, customer service, or digital customer-care environment.
Previous people-leadership experience with strong coaching, mentoring, and team-development capability.
Strong customer-service orientation, judgement, analytical thinking, and problem-solving skills in complex or sensitive customer situations.
Strong knowledge of Scotiabank retail products and services, relevant policies and procedures, and digital banking/service channels.
Demonstrated digital fluency and ability to support evolving tools, technologies, processes, and customer interaction channels.
Strong written and verbal communication skills and the ability to build effective relationships with employees, clients, business partners, and other stakeholders.
Ability to work independently, exercise sound judgement, manage competing priorities, and operate effectively in a changing environment.
Experience analyzing service, customer, or operational data and translating trends into practical actions is an asset.
Post-secondary education in business, communications, public relations, digital disciplines, or a related field is an asset.
Bilingual capability is an asset unless required for a designated bilingual role.

Location(s): Canada : Ontario : Toronto || Canada : Nova Scotia : Halifax || Canada : Ontario : Ottawa

Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets.

At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. If you require technical assistance, please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

About employer

More about this job

Responsibilities

The Manager leads and oversees the Social Media, Click to Chat, and Communication Centre Support teams to ensure high-quality customer outcomes. They provide strategic guidance, operational oversight, and coaching to foster a customer-focused culture while managing risk and compliance.

Requirements

Candidates should have 3-5 years of industry experience, preferably in management or digital customer care, with strong leadership and coaching capabilities. Proficiency in retail banking products, digital service channels, and analytical problem-solving is essential for success in this role.

Skills

People leadership
Coaching
Customer service
Digital customer care
Social media management
Analytical thinking
Problem solving
Risk management
Communication
Relationship building
Operational oversight
Strategic guidance
Performance management
Conflict resolution
Digital fluency

Visa sponsorship

Not detected in the job text

Keywords

Social Media
Click to Chat
Communication Centre
Customer Experience
Digital Banking
Risk Appetite
Compliance
People Leadership
Coaching
Operational Oversight
Strategic Guidance
Performance Management
Retail Banking
Customer Resolution
Stakeholder Management
Data Analysis
Process Improvement
AML
ATF
Sanctions
Business Processes
Service Delivery
Customer Retention
Digital Fluency
Relationship Management

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