Bilingual Customer Care Manager - Digital Transformation Lead

Export Development Canada | Exportation et développement Canada; Ottawa; Hybrid; CAD 112,000 - 149,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work options

3–4 weeks vacation

Corporate closure period

Summer early Fridays

No meeting Fridays

Wellness programs

Volunteer opportunities

Job summary

Export Development Canada (EDC) is seeking a Manager, Customer Care Team to lead the bilingual customer support function in a hybrid work environment, based in Ottawa or across its hubs in Toronto or Montreal.

You will drive service delivery, implement workforce planning, and use data to improve customer and employee outcomes while guiding transformation of digital self-service and cross-functional collaboration.

Qualifications

• Undergraduate degree in business, finance, economics or related field.
• 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 English and French.

Responsibilities

• Lead the Customer Care Team and its day-to-day service delivery.
• Apply workforce-management best practices to forecast, schedule, capacity, queues and service levels.
• Improve customer satisfaction and first-contact resolution while reducing effort.
• Advance a digital-first, human-enabled model with self-service and automation.
• Use data to identify issues, set priorities and improve performance.
• Collaborate with stakeholder teams to resolve complex issues and improve end-to-end service.
• Lead change with clarity and deliver business plans and KPI commitments.
• Occasional leadership support outside regular hours.

Skills

Queue & service-level management

Capacity planning

Quality assurance

Escalations

Operational performance

Digital transformation

Data-driven decision making

Change leadership

Cross-functional collaboration

Bilingual English/French

Education

Undergraduate degree in business, finance, economics or related field

Tools

Genesys

ServiceNow

Salesforce

Job description

Export Development Canada (EDC) is seeking a Manager, Customer Care Team to lead the bilingual customer support function in a hybrid work environment, based in Ottawa or across its hubs in Toronto or Montreal.

You will drive service delivery, implement workforce planning, and use data to improve customer and employee outcomes while guiding transformation of digital self-service and cross-functional collaboration.