Navigation Services Manager: Lead a High-Impact Team

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

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.