Manager, Navigation Services

Venor; Halifax; On-site; CAD 90,000 - 120,000; Full time

Job summary

Brightisle is seeking a Manager, Navigation Services to lead a diverse team delivering client-centered support across multiple channels. You will supervise Navigators and System Administrators, ensuring service levels, staff well-being, and privacy compliance in a complex health services environment.

Responsibilities include recruitment partnering, onboarding, performance management, and continuous improvement of service quality and coordination with operations leadership.

Qualifications

• Progressive leadership experience managing frontline teams in a contact centre or similar service environment.
• Experience leading teams against service levels, productivity measures and KPIs.
• Experience with workforce scheduling, queue management, coaching and quality assurance.
• Experience managing escalated customer or participant concerns and communicating effectively in difficult situations.
• Experience using CRM, contact-centre or case-management systems.
• Bonus: Salesforce experience.

Responsibilities

• Lead, coach and support a team of Navigators and System Administrators to deliver accurate, respectful and participant-centered service across phone, email, text, video and digital channels.
• Build a stable, engaged and accountable team culture that balances empathy, service quality and employee wellbeing.
• Set clear expectations, monitor performance, and conduct formal performance management when required.
• Manage attendance, shift assignments and day-to-day staffing needs, including evenings and weekends.
• Partner with Human Resources on recruitment, onboarding, employee relations and corrective action.
• Support participants, families and service providers directly when concerns are complex or urgent.
• Monitor queue activity, response times, escalations, participant satisfaction and documentation quality; lead regular performance reviews.
• Support achievement of contractual service-level expectations, including response-time and escalation standards.
• Lead or coordinate quality assurance activities such as call monitoring and case-note audits.
• Oversee System Administrators handling system access and troubleshooting, ensuring technical escalations are resolved.
• Deliver onboarding and training for new Navigators and System Administrators, including practice and readiness assessment.
• Ensure staff compliance with privacy and information-security requirements and respond to incidents promptly.
• Collaborate with the Director of Operations and peers to ensure consistent expectations across teams.

Skills

Team leadership

Customer service

Communication

Coaching

Bilingual English/French

Education

Post-secondary education

Tools

CRM systems

Salesforce

Job description

Venor is proud to partner with our client, Brightisle, in the recruitment of a Manager, Navigation Services. Brightisle is a leading provider of health and community care services in Newfoundland and Labrador and are energized by the challenge to improve our collective health and well-being and to make care better. As part of a collaborative initiative involving government, community, and sector partners, Brightisle is supporting the implementation of an innovative service model focused on enhancing access to community-based supports. This work brings together technology, service excellence, and person-centered approaches to improve outcomes and strengthen independence, choice, and inclusion for the individuals and families served. (https://www.seafair.ca/news/owncare-novascotia)

What You’ll Be Doing

• Lead, coach and support a team of Navigators and System Administrators to deliver accurate, respectful and participant-centered service across phone, email, text, video and digital channels.
• Build a stable, engaged and accountable team culture that balances empathy, service quality and employee wellbeing.
• Set clear expectations, monitor individual and team performance, and complete formal performance management processes when required.
• Manage attendance, shift assignments and day-to-day staffing needs, including coverage across evenings and weekends.
• Partner with Human Resources on recruitment, onboarding, employee relations and corrective action.
• Support participants, families and service providers directly when concerns are complex, urgent or require management-level intervention.
• Monitor queue activity, response times, escalations, participant satisfaction and documentation quality, and lead regular performance reviews to identify and correct emerging risks.
• Support achievement of contractual service-level expectations, including response-time and escalation standards.
• Lead or coordinate quality assurance activities such as call monitoring, case-note audits and targeted coaching.
• Oversee the work of System Administrators supporting system access, troubleshooting and workflow issues, and ensure technical escalations are logged and resolved.
• Deliver and coordinate structured onboarding and training for new Navigators and System Administrators, including practice, observation and readiness assessment.
• Ensure staff comply with privacy, confidentiality, accessibility and information-security requirements, and respond promptly to any actual or suspected incident.
• Work closely with the Director of Operations and peer Managers to maintain consistent expectations and decision-making across teams.

What We Are Looking For

• Post-secondary education in business, operations, social services, health services or a related field, or an equivalent combination of education and experience.
• Progressive leadership experience managing frontline teams in a contact centre, customer support, intake, navigation, human services, healthcare or similarly structured service environment.
• Demonstrated experience leading high-performing teams against service levels, productivity measures and key performance indicators.
• Experience with workforce scheduling, queue management, coaching, performance management and quality assurance.
• Experience leading structured onboarding and training, including facilitation and employee readiness assessment.
• Experience managing escalated customer or participant concerns and communicating effectively in difficult or sensitive situations.
• Experience using CRM, contact-centre or case-management systems.
• A Bonus Experience with Salesforce.
• Experience working with seniors, adults with intellectual disabilities, individualized funding, community services or public-sector programs.
• Experience in a regulated or privacy-sensitive environment.
• Bilingualism in English and French.

As a proud equal opportunity employer, the Brightisle team celebrates diversity and is committed to creating a workplace where everyone feels valued and respected.

We believe that diverse perspectives fuel creativity and innovation, driving us all forward.

If you're looking for a place where your career can thrive, where diversity is celebrated, and where your values align with your work, Brightisle is the place for you!