Director, Programs & Service Experience

Job not on LinkedIn

🔥 14 hours ago

🇨🇦 Canada – Remote

💵 $126.7k - $160.5k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Mitacs

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1999

🏥 Healthcare

📦 Logistics

🏭 Manufacturing

💰 $1.4M Grant on 2023-04

Healthcare • Logistics • Manufacturing

Mitacs is a research services organization committed to bringing innovation to more people in more places across Canada and globally. By facilitating access to top researchers and co-investment in talent, Mitacs makes it easier for businesses, researchers, and governments to collaborate on projects that lead to advancements in safer cities, healthcare, improved products, a cleaner environment, and a more diverse economy. They support startups and SMEs through internships, grants, and work-integrated learning, focusing on various areas such as quantum technology, AI, and cleantech.

📋 Description

• Provide strategic leadership for the planning, implementation, and continuous evolution of Mitacs programs, services, funding opportunities, and strategic initiatives • Translate organizational priorities into implementation strategies, operational plans, governance frameworks, policies, and standards • Lead operational readiness, implementation planning, launch coordination, stakeholder engagement, training, and adoption activities • Advise senior leaders on implementation feasibility, risks, dependencies, organizational impacts, and resource requirements • Lead cross-functional planning and execution across Program Development, Business Development, Service Delivery, Finance, Marketing, Research, and Technology teams • Monitor program performance, risks, and outcomes to drive continuous improvement, operational excellence, and program impact • Support enterprise transformation initiatives through implementation planning, change readiness, and adoption • Champion a client-centered approach and ensure stakeholder insights and feedback inform decision-making, program design, and service delivery • Establish client experience goals, standards, and measures • Lead the design and continuous improvement of end-to-end client and participant experiences • Oversee journey mapping, service blueprinting, testing, and implementation support • Align service experiences, business processes, policies, and digital capabilities with organizational priorities • Use client feedback, operational data, research, and emerging trends to prioritize improvement opportunities • Lead and develop high-performing Program Management and Service Design & Development teams • Foster a collaborative, inclusive, and accountable culture focused on service excellence, innovation, and continuous improvement • Provide coaching, mentorship, and development opportunities • Lead teams effectively through organizational change

🎯 Requirements

• Bachelor’s degree in Business Administration, Public Administration, Communications, Customer Experience, Social Sciences, or a related field • 10+ years of progressive and demonstrated leadership experience in client experience, customer success, stakeholder engagement, service strategy, program operations, or related disciplines • Demonstrated success leading enterprise client experience or customer success initiatives • Experience developing and implementing client experience strategies, measurement frameworks, and continuous improvement programs • Strong understanding of client journey management, experience design principles, and organizational change management • Proven ability to influence senior leaders and lead cross-functional initiatives in complex organizations • Experience leveraging data, analytics, and client insights to drive strategic decision-making • Exceptional communication, relationship-building, facilitation, and stakeholder management skills • Knowledge of written and spoken English is required • Bilingualism considered an asset • Lived experience or perspectives connected to Indigenous worldviews considered strong assets

🏖️ Benefits

• Accommodations during the recruitment process • Inclusive, collaborative work environment • Coaching, mentorship, and development opportunities • Employee growth and succession planning support