Client Engagement Lead

Health Standards Organization; Ottawa; Hybrid; CAD 98,000 - 115,000; Full time

Job summary

Health Standards Organization in Canada is seeking a Program Manager to lead an accreditation program through implementation, evaluation, and continuous improvement. You will manage a small team, ensure manuals and tools meet standards, and advise regional and enterprise-wide stakeholders.

You will build durable relationships, analyze trends and risks, and drive improvements in program delivery while aligning with provincial and federal health systems. Fluency in French and English is required.

Qualifications

• Bachelor's or higher in health administration, public administration, or related field.
• 5+ years in healthcare, health system administration, quality improvement, accreditation, certification, or related field with leadership experience.
• Proven ability to lead a team, set priorities, coach others, and foster collaboration.
• Strong stakeholder relationship skills with clients, partners, committees, and senior decision-makers.
• Solid understanding of healthcare systems, standards, quality improvement methods, governance, and performance improvement.
• Ability to analyze complex trends, risks, and outcomes and translate into practical recommendations.
• Excellent communication, facilitation, negotiation, and presentation skills in both French and English.

Responsibilities

• Represent the business unit and client perspective with leadership to align program, operational, and organizational priorities.
• Lead a small team by setting priorities, coaching, and fostering accountability.
• Maintain, implement, evaluate, and continuously improve the accreditation program.
• Ensure manuals, tools, and guidance align with standards and reflect care settings for clinical use.
• Review survey reports, follow up with clients, and use findings to improve interventions.
• Build durable relationships with staff, clients, partners, and committees for collaboration.
• Develop expertise in standards and program to advise stakeholders.
• Contribute to program deliverables and proactively address gaps or risks.

Skills

Leadership

Stakeholder management

Bilingual (English/French)

Strategic thinking

Education

University degree in health administration or related field

Job description

Terms: Full-time permanent

Salary: $98,000 - $115,300 (Commensurate with experience)

This salary range reflects the expected starting salary based on qualifications and experience. This is not the full salary range for the position. Opportunities for growth within the full salary range are available in alignment with organizational policies and individual / organizational performance. The offer package provided to the successful candidate will be based on experience, qualifications and other relevant factors.

Location: Montreal (preferable) or Ottawa, Hybrid Work Model

About The Role:

Note that this job posting is for an existing vacancy.

Reporting to and working closely with the Senior Program Manager, Accreditation & Certification, Québec & Canadian Francophonie, the Program Manager represents the business unit and leads the assigned accreditation program through implementation, evaluation, and continuous improvement.

The incumbent manages a small team and ensures that program manuals, tools, and guidance are practical, relevant to Québec public-sector care settings, aligned with applicable standards, and easy for clinical teams to use.

As a trusted subject-matter resource, the Program Manager builds lasting relationships, advises regional and corporate teams, and uses client feedback, survey reports, and emerging trends and risks to improve program delivery and outcomes.

Main Responsibilities:

• Represent the business unit and client perspective, working with the Senior Program Manager and peer Program Managers to align program, operational, and organizational priorities.
• Manage a small team by setting clear priorities, supporting professional growth, and fostering accountability and collaboration.
• Maintain, implement, evaluate, and continuously improve the assigned accreditation program.
• Ensure program manuals, tools, and guidance align with applicable standards, reflect the realities of intended care settings and services, and are easy for clinical teams to use.
• Review survey reports, follow up with clients, and use findings to improve the quality, consistency, and impact of interventions.
• Build authentic, sustainable relationships with staff, clients, partners, and advisory and operational committees, while fostering effective internal and external collaboration.
• Develop expertise in the relevant standards and program and serve as a trusted resource to internal and external stakeholders.
• Contribute to key program deliverables and remain vigilant about their quality, proactively identifying and flagging gaps, risks, or inconsistencies and working with accountable teams to support outputs that meet expected standards.
• Advise regional and enterprise-wide strategy by monitoring complex trends, risks, and issues; evaluating deliverables, processes, and outcomes; and implementing improvements with initiative, creativity, sound analysis, and judgment.

Must Have Qualifications:

• University degree in health administration, business administration, public administration, healthcare management, or a related field. An equivalent combination of education and experience will be considered.
• Five (5) or more years of progressive experience in healthcare, health system administration, quality improvement, accreditation, certification, consulting, or a related field, including leadership of people, programs, or complex initiatives.
• Demonstrated ability to lead a small team, establish priorities, coach others, and create an accountable, collaborative work environment.
• Proven ability to build durable stakeholder relationships and influence clients, partners, committees, and senior decision-makers.
• Strong understanding of healthcare systems, standards, quality improvement methods, governance, and performance improvement.
• Ability to analyze complex trends, risks, processes, and outcomes and turn findings into practical recommendations and well-judged change.
• Excellent communication, facilitation, negotiation, and presentation skills in both French and English.

Desired Qualifications:

• Experience working with healthcare accreditation, certification, standards development, quality assessment, regulatory, or evaluation programs, including the development or implementation of practical manuals and tools for clinical teams.
• Knowledge of Québec's health and social services system, including its governance, policy environment, care settings, and key stakeholders.