Manager, Continuous Quality Improvement

Indigenous Perspectives Society; Vancouver; Hybrid; CAD 103,000 - 128,000; Full time

Benefits offered by this job

Extended health and dental

BC Public Service Pension

Vacation plus personal days

Maternity/parental/adoption leave

Life insurance and disability

Employee assistance program

Professional development funds

Job summary

Community Living British Columbia (CLBC) seeks a Manager, Continuous Quality Improvement to oversee a team of analysts and lead systematic quality improvement across operations. You will translate strategy into actionable improvements, work with leaders and partners, and ensure measurable outcomes for service quality and user experience.

You will champion CQI priorities, manage complex portfolios, and communicate effectively with executives and sector partners to drive organizational change.

Qualifications

• A minimum of 5 to 7 years of direct experience in quality improvement, process optimization, and/or continuous improvement.
• 2+ years of people leadership experience required.
• Bachelor’s degree in business administration or related field preferred.
• Certification in Quality Improvement is desirable.
• Direct experience in data analytics and performance measurement required.

Responsibilities

• Develops and implements QIPs aligned with CQI framework.
• Lead cross-functional teams across divisions and partners.
• Translate organizational strategy into actionable system improvements.
• Communicates direction to executives and frontline teams.
• Frames data findings into persuasive narratives for decision-making.

Skills

Quality Improvement

Data analytics

People leadership

Change management

Stakeholder engagement

Public sector experience

Education

Bachelor's degree in Business Administration (Operations/Quality focus)

Public Health (Health Systems Management)

Tools

Lean Six Sigma

Process mapping

CMO framework

Job description

We are honoured to be again selected as one of B.C.’s Top Employers.

If you are looking for an opportunity to contribute your experience, knowledge, and passion in a meaningful way, CLBC is the place for you!

Community Living British Columbia (CLBC) is a Crown corporation responsible for arranging supports and services for adults with developmental disabilities and their families. CLBC staff strive to advance the vision of Communities of belonging, lives with connection.

Term/Status: Permanent, Full-time (70 hours bi-weekly)
Classification/Salary: Management Band 4, starting at $102,737- $128,421 annually
Team: Quality Assurance
Reports to: Director, Service Quality Improvement
Location: Flexible within British Columbia (hybrid – 1 day per week in-office after passing a 6-month probation)

At CLBC, we are committed to fostering a diverse, equitable, inclusive, and accessible workplace. We encourage applications from all people with relevant skills, including women, Indigenous peoples, persons with disabilities, racialized people, and those who identify as 2SLGBTQ2+IA. For accommodation needs, please contact [e-mail] at any stage of the hiring process.

Visit our Careers at CLBC page to learn more about working at CLBC, what we offer, and tips for the interview process.

About the Opportunity

As a Manager, Continuous Quality Improvement at CLBC, you will oversee a team of Quality Improvement professionals and be responsible for systemic and continuous quality improvement that enhances human service delivery across CLBC operations. This role emphasizes data-driven insights, user-centred design, and strategies to improve effectiveness and efficiency, ensuring services are both impactful and compliant with provincial legislative frameworks. This role emphasizes data-driven insights, user-centred design, and strategies to improve effectiveness and efficiency, ensuring services are both impactful and compliant with provincial legislative frameworks. The Manager, Continuous Quality Improvement (CQI) works together with leaders, staff, community members & government bodies to ensure services meet quality standards and achieve measurable outcomes that benefit the individuals and families we serve.

In this role, you will work with leaders, staff, community members and government bodies to ensure services meet quality standards and achieve measurable outcomes that benefit the individuals and families we serve. You will also provide leadership in operationalizing CQI strategic priorities. This includes managing CLBC’s quality agenda across divisions, regions, and partners. The Manager serves as a key integrator who translates organizational strategy into actionable system improvements. The Manager also plays an important role in communicating the vision of CQI to internal teams, leaders, and sector partners in ways that are understandable and relatable.

Key Responsibilities

• Develops and implements Quality Improvement Plans (QIPs) supporting CLBC’s CQI Framework, integrating user-centred design and alignment with CLBC’s service delivery objectives to identify and pursue opportunities to improve service delivery models
• Appropriately uses a variety of quality improvement approaches (e.g., PDSA cycles, Context-Mechanism-Outcome (CMO) framework, Lean, Six Sigma, etc.) to analyze workflows and optimize processes
• Consults with partners to validate the effectiveness of quality improvements, adjusting based on feedback about service experiences and outcomes
• Conducts analyses to identify underlying issues and factors impacting service quality and effectiveness across CLBC, particularly in collaboration with partners (e.g., BC corrections, mental health organizations, and parole services)
• Manages a broad and complex CQI project portfolio with varying timelines and milestones tied to QIPs using best practice techniques
• Ensures quality improvement initiatives align with provincial legislative frameworks, balancing risk assessment with a focus on systemic change that improves providers’ service quality and service-users’ outcomes
• Leads cross-functional teams in quality improvement initiatives, promoting a collaborative approach to enhancing service quality, client satisfaction, achieving efficiency and eliminating pain points
• Represents CLBC in discussions with BC Corrections, mental health agencies, and other key partners to ensure cross-sector alignment in service improvement
• Communicates quality improvement direction and rationale to diverse audiences, including executives, front-line teams, and external sector leaders
• Supports the development of communication plans tied to change initiatives and ensures consistent messaging across the organization
• Frames complex data analysis findings into persuasive narratives that support decision-making at the senior leadership level
• As a people leader, you will

Leadership Accountabilities

• Offers motivational leadership and skill development in a respectful environment that will enhance capability, capacity and engagement
• Supervises, recruits, trains, coaches, and manages the performance of a team of analysts and research leads
• Regularly engages direct reports in 1-on-1s with clear objectives and intended outcomes and provides effective feedback
• Offers guidance, support, and professional development opportunities
• Delegates, prioritizes, and distributes the workload of direct reports, including follow-up and re-distribution
• Creating a high-performing culture grounded in accountability, psychological safety, and continuous learning
• Contributing to strategic direction, setting clear priorities and expectations for the CQI team
• Leading through influence by aligning staff and partners around shared goals during periods of organizational change

What You Will Bring

• A minimum of 5 to 7 years of direct experience in quality improvement, process optimization, and/or continuous improvement, preferably within community services, healthcare, or a related sector, is required
• 2 or more years of people leadership experience is required
• A bachelor’s degree in business administration (Operations Management or Quality Management focus), Public Health (Health Systems Management), or a related field is preferred
• Certification in Quality Improvement (e.g., Lean Six Sigma, Plan-Do-Study-Act (PDSA)/Model for Improvement, or Certified Quality Manager (CQM)) is highly desirable
• Direct experience in quality improvement methodologies (e.g., PDSA cycles, Model for Improvement, process mapping, and other CQI approaches) is required
• Direct experience in user-centred design, market testing, and applying these methodologies to enhance service delivery is preferred
• Direct experience in data analytics, statistical analysis, and performance measurement and the ability to leverage insights to drive improvement are required
• Demonstrated experience in building and sustaining a culture of continuous quality improvement, including training and mentoring staff at all levels in CQI principles and methodologies, is preferred
• Experience in a public sector organization is an asset, but not required
• Experience in managing within a unionized work environment is an asset
• Demonstrated experience leading teams through complex change, including setting strategic direction, navigating ambiguity, and influencing diverse stakeholders, is preferred
• Experience presenting to or advising senior executives, boards, or government partners is preferred
• To reduce barriers to the application process, we welcome a combination of transferable skills, knowledge, lived experience, and comparable qualifications for consideration

We’re Also Looking For

• A strong understanding of quality improvement approaches such as Lean, Six Sigma, and PDSA cycles, MFI, and process mapping, with experience applying these methods to service delivery; service delivery models, systemic change principles, and the interconnectedness of quality initiatives with overall service effectiveness and efficiency; project management and change management processes to implement and sustain quality improvement initiatives effectively within a multi-partner environment
• A strong ability to maintain a curious mindset, consistently asking and pursuing insightful questions that stimulate innovation
• Ability to establish and maintain effective and collaborative working relationships with interest-holders at every level of the organization and key people, both internal and external to CLBC
• Ability to lead change initiatives and build consensus across diverse teams, with a capacity to adapt improvement efforts to shifting priorities or needs while maintaining a focus on quality outcomes
• Excellent communication and relationship-building skills, both verbal and written, with the ability to translate data, concepts, and theory into compelling and understandable presentations
• Travel: Occasional overnight travel within BC.

Benefits

• Employer-paid extended health and dental plan
• A BC Public Service Pension plan with employer contributions
• Generous vacation plus additional personal days
• Paid maternity/parental/adoption leave
• Life insurance, paid sick days, and, if needed, long-term disability
• Wellness supports, including an Employee and Family Assistance Program
• Professional development funds and resources to encourage continuous learning and skill development
• Access to government discounts on travel, cell phones, and more!

Additional Info

• Successful applicants are subject to a Criminal Record Check
• At CLBC, we are committed to providing equitable compensation, recognizing that salary negotiation can be a barrier for some groups. We will engage in an objective analysis to determine a starting salary that is grounded in principles of equity and fairness
• Closing date: October 29, 2026

If your application is shortlisted, you’ll be invited to an interview where you’ll have the opportunity to share more about your experience. Please note that only those selected for an interview will be contacted.

This opportunity is open to applicants who are legally entitled to work in Canada.