Manager, Evaluation & Service Excellence (Hybrid)

South Calgary Primary Care Network; Calgary; Hybrid; CAD 110,000 - 145,000; Full time

Benefits offered by this job

Health benefits

RRSP matching

Paid time off

Professional development

Free parking

Job summary

South Calgary Primary Care Network is seeking a Manager, Evaluation and Service Excellence to lead evaluation services and the Service Excellence program. You will work with clinical and business managers to develop evaluation frameworks, KPI indicators, and continuous service improvements.

This role reports to the Director, Information Technology & Evaluation Services and oversees the Evaluation Team. The position requires strong leadership, data‑driven decision making, and experience managing

Qualifications

• Master’s degree preferred, especially in health sciences or related field.
• 5+ years in management, leadership and evaluation.
• Experience developing evaluation frameworks and KPIs.
• Ability to lead hybrid onsite/remote teams.

Responsibilities

• Coach, mentor, and performance manage staff to support career growth.
• Collaborate with ML T members to identify program areas for evaluation.
• Ensure SLA targets and queue management for service requests.
• Lead monthly dashboard analysis to support data‑driven decisions.
• Develop Budget and monitor performance with corrective actions.
• Lead the Service Excellence program and collaborate on improvement plans.
• Coordinate internal communications and stakeholder reporting.

Skills

Staff management

Evaluation methods

KPI development

Data analysis

Budget management

Communication

Hybrid workforce management

Education

Master’s degree

Health sciences background

Credentialed Evaluator

Management certificates

Job description

South Calgary Primary Care Network is seeking a Manager, Evaluation and Service Excellence to lead evaluation services and the Service Excellence program. You will work with clinical and business managers to develop evaluation frameworks, KPI indicators, and continuous service improvements.

This role reports to the Director, Information Technology & Evaluation Services and oversees the Evaluation Team. The position requires strong leadership, data‑driven decision making, and experience managing