Operations Director

VenorTalent; Halifax; On-site; CAD 110,000 - 150,000; Full time

Job summary

Brightisle is seeking an Operations Director to lead Navigation and Individualized Funding Services within a high-touch health and social services environment. You will build a program from the ground up, monitor service levels, and drive continuous improvement while managing multi-stakeholder relationships including government partners.

You will lead Managers, Navigators, and operational teams, ensuring staffing, budgets, and technology platforms align with the program's mission and quality

Qualifications

• Bachelor's degree or equivalent in health/social/business field required.

Responsibilities

• Provide overall leadership for navigation and individualized funding services across channels.

Skills

Leadership

Stakeholder management

Data-driven

Communication

Mentoring

Autonomy

Education

Bachelor's degree in health, social sciences, business, or related field

Tools

CRM system

Case management software

Job description

Venor is proud to partner with our client, Brightisle, in the recruitment of an Operations Director. 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)

We are looking for an experienced operations leader who thrives in a high-touch service environment and is energized by the opportunity to build a program from the ground up. The ideal candidate brings a strong track record leading structured, performance-driven service teams - ideally within healthcare, social services, disability services, or another frontline human-services setting - along with the judgment to navigate government partnerships and a multi-stakeholder consortium. This individual will be a warm, relational leader who leads with data as much as empathy. This role is for someone who is comfortable setting (and holding) teams accountable to service-level metrics, while creating a genuinely supportive environment for staff delivering emotionally demanding, high-touch work. It’s key that this person has confidence operating independently, paired with strong relationship-building skills, as will comfort with ambiguity in a program that will continue to take shape well past its launch date next year.

This permanent, full-time role is based out of Brightisle's new Halifax office.

What you'll be doing:

• Provide overall leadership and direction for Navigation and Individualized Funding Services, ensuring high-quality, participant-centred service delivery across all channels.
• Lead, mentor, and support Managers overseeing Navigators, System Administrators, and operational teams within a structured, performance-driven environment.
• Build a team culture that is warm, supportive, and informal, while maintaining clear expectations and consistent service standards.
• Partner with Human Resources on recruitment, onboarding, performance management, and retention strategies.
• Develop and implement training programs to prepare staff to deliver high-quality service in an evolving environment.
• Support Managers and Navigators in resolving complex or escalated participant situations with sound judgment and responsiveness.
• Monitor key performance indicators, including service levels, response and resolution times, and participant satisfaction, using data to drive accountability and continuous improvement.
• Oversee quality assurance, including call monitoring, documentation audits, and coaching frameworks.
• Develop and execute strategic and operational plans to support the implementation and scaling of the program model and its supporting technology platform.
• Oversee budget management, workforce planning, and resource allocation, ensuring participant funding is administered within approved budgets and compliance requirements.
• Lead the integration and ongoing effectiveness of telephony, CRM, and case management systems, in collaboration with technology partners.
• Act as a key operational liaison with provincial partners and consortium collaborators, supporting strong relationships and alignment.

What you'll bring:

• Bachelor's degree in health, social sciences, business, or a related field, or an equivalent combination of education and experience.
• 7+ years of progressive leadership experience in operations, ideally within healthcare, social services, disability services, community care, or another frontline human-services environment.
• Proven experience leading structured, service-focused teams with clear performance expectations.
• Demonstrated success in strategic planning, program implementation, and operational execution - comfort building a program from the ground up is a strong asset.
• Strong experience managing service levels, performance metrics, budgets, and continuous improvement initiatives.
• Experience working with seniors and/or individuals with intellectual disabilities is an asset.
• Experience implementing or operating technology-enabled service models is an asset.
• Exceptional leadership, communication, and stakeholder management skills, with the ability to build trust and navigate complex, multi-partner relationships, including government partners.
• A relational, empathetic leadership style, balanced with the resilience and flexibility to lead through ambiguity and change.
• Comfort working with a high degree of autonomy and independent decision-making.
• Bilingualism (English/French) is an asset.

As a proud equal opportunity employer, our 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. Join our team and grow with us. Together, we'll shape a brighter future.