Vice President, Enterprise Data & Performance

Distress Centre Calgary; Calgary; On-site; CAD 150,000 - 210,000; Full time

Benefits offered by this job

Generous Vacation Entitlement

RRSP matching

Health Spending Account

Extended health and dental benefits

On-site gym

Paid development days

Staff development fund

Job summary

Distress Centre Calgary seeks a strategic, data-driven executive to lead enterprise data, performance measurement and the 24/7 contact centre. You will partner with the CEO and the leadership team to translate demand, capacity and outcomes into actionable insights for boards and government partners.

You will build dashboards, drive workforce planning and guide modernization, including automation and AI, to improve service delivery and community impact.

Qualifications

• Bachelor’s degree in Business Administration or related field; MBA/MPA/MSc/MHSA is an asset.
• 15+ years of progressive leadership experience in operations or analytics.
• Experience leading high-volume multi-channel environments and workforce management.
• Experience in human services/government is an asset.
• Proven ability to translate data into executive recommendations.

Responsibilities

• Shape and scale 24/7 contact centre models with clear service standards.
• Lead enterprise data strategy and develop dashboards for leadership.
• Provide insights to guide decisions for Board, funders and partners.
• Oversee Community Information Exchange strategy and systems.
• Set modernization priorities including practical AI use and investment.
• Develop leaders and foster cross-organizational collaboration.

Skills

Leadership

Data analytics

Forecasting

Workforce management

Strategic thinking

Education

Bachelor's degree in Business Administration/Public Administration/Information Management

Master's degree (MBA/MPA/MSc/MHSA) asset

Tools

BI tools

CRM systems

Contact centre platforms

Integrated data environments

Job description

Full Time Calgary, AB, CA

4 days ago Requisition ID: 1309

This is a Full-Time permanent position starting as soon as possible.

Location & Hours

Work location: On-site at Distress Centre Calgary (999 8 St SW, Suite 500).

Hours: Monday – Friday 9am-5pm , with occasional evenings or weekends as required.

What We Offer

• Generous Vacation Entitlement
• RRSP matching and Health Spending Account
• Extended health and dental benefits
• Access to on-site gym (999 site) at no cost
• Paid development days and a staff development fund
• A supportive, mission-driven workplace where you can grow, take on new challenges, and collaborate with colleagues that value integrity, hard work, and making a meaningful community impact

Who We Are

For over 50 years, Distress Centre has served Calgary and Southern Alberta by providing 24-hour crisis support, information, and resources at no cost. Distress Centre does not define crisis. We do not judge. Anyone can call us day or night.

We are committed to fostering a respectful, inclusive workplace where employees are valued, experience a sense of belonging, and are confident being their most authentic selves. We welcome and encourage applications from Indigenous peoples, people with disabilities, and members of equity-deserving groups. We value all the ways that our community is diverse – in identity, experience and perspective.

What to Expect

The Vice President, Enterprise Data & Performance reports to the Chief Executive Officer and is a member of the Executive Leadership Team. In this role, you will be responsible for shaping how Distress Centre Calgary (DCC) understands demand, plans capacity, measures performance and turns information into better decisions for the people we serve.

This is an exciting opportunity where you will provide executive oversight of our Contact Centre, lead our enterprise approach to data and analytics, and grow our Community Information Exchange into a trusted source of insight into the needs of Albertans. As our services and provincial responsibilities grow, you will help move our reporting to an integrated, trusted picture of performance that guides decisions from the front line to the Board, and informs government, funders and community partners.

We are looking for a leader who is strategic, analytical, and collaborative. The successful candidate is someone who looks beyond the number to ask what it means, and who builds shared ownership for results across the organization.

What You’ll Do

This list highlights core responsibilities and is not exhaustive. Additional related duties may arise over time and will be discussed and supported by your supervisor.

• Shape the continued development of our 24/7 contact centre model, setting clear standards for service, quality and service user experience
• Strengthen workforce management, including forecasting, capacity planning and staffing requirements
• Build scalable models as our services and provincial responsibilities continue to grow

Enterprise Data & Performance Measurement

• Lead an enterprise data strategy that moves DCC from fragmented reporting to a trusted, integrated approach
• Build an organization-wide performance framework and dashboard
• Provide leaders, the Board and funders with clear, reliable insights to guide decisions

Community Information Exchange & System Intelligence

• Lead DCC’s Community Information Exchange strategy
• Turn thousands of crisis and navigation interactions into real insight about the needs of Albertans
• Identify emerging trends early and share intelligence that helps government and community partners act
• Oversee the platforms and systems that power our contact centre and analytics
• Set priorities for modernization and investment, including practical uses of automation and AI
• Ensure technology investments have clear business requirements and deliver measurable value
• Contribute to organizational strategy, planning, risk management and resource allocation
• Build data literacy and shared ownership for performance across the organization
• Develop strong leaders and represent DCC in key partner and government conversations

What You Bring

• A bachelor’s degree in Business Administration, Public Administration, Health Administration, Information Management, Data Analytics, or a related field. A master’s degree (MBA, MPA, MSc, MHSA or equivalent) is an asset; equivalent combinations of education and experience will be considered.
• 15+ years of progressive leadership experience in operations, enterprise performance, analytics, service delivery or a related field.
• Experience leading complex, high-volume or multi-channel service environments, with a strong understanding of workforce management, forecasting, capacity planning and service-level performance.
• Experience in human services, healthcare, government, community services or another complex service environment is an asset.
• A track record of using data and analytics to improve organizational performance, including building performance frameworks, KPIs, dashboards and management reporting.
• Strong understanding of data governance, privacy, information management and responsible data use.
• Experience with business intelligence tools, CRM systems, contact centre platforms or integrated technology environments.
• Experience leading organizational change, process improvement or digital transformation.
• Proven ability to translate complex information into clear recommendations for executive, Board, government and non-technical audiences.
• Demonstrated ability to lead across organizational boundaries and influence without relying solely on positional authority.
• Proven interpersonal and cultural competency skills to work effectively and respectfully with people from diverse backgrounds and lived experiences.

Additional Employment Requirements

As a condition of employment, all successful candidates are required to complete and maintain a Police Information Check. For those in direct service user-facing roles, a Vulnerable Sector Search is also required.

How to Apply

Please submit your resume and cover letter through our ADP Career Centre . Applications will be accepted until Tuesday, October 13.

Distress Centre is an inclusive workplace. If you are invited for an interview and require accommodation, please let us know. If you require accommodation during the application process, please call our main office and ask to speak to Human Resources.

We may also use AI-enabled tools to support aspects of the recruitment process. All hiring decisions are made by people and are guided by our commitment to fairness and inclusion.

We thank all applicants for their interest; only those selected for an interview will be contacted.