Director, Programs – Service Experience

This is a fully remote position, open to applicants in Canada.

📋 Description

• Provide visionary leadership for the strategizing, execution, and ongoing development of Mitacs programs, services, funding opportunities, and strategic initiatives.

• Convert organizational priorities into actionable implementation strategies, operational plans, governance frameworks, policies, and standards.

• Oversee operational readiness, implementation planning, launch coordination, stakeholder engagement, training, and adoption activities.

• Offer guidance to senior leaders regarding implementation feasibility, risks, dependencies, organizational impacts, and resource needs.

• Drive cross-functional planning and execution across Program Development, Business Development, Service Delivery, Finance, Marketing, Research, and Technology teams.

• Track program performance, risks, and outcomes to foster continuous improvement, operational excellence, and program impact.

• Assist enterprise transformation initiatives through implementation planning, change readiness, and adoption.

• Advocate for a client-centered approach, ensuring stakeholder needs, insights, and feedback shape decision-making, program design, and service delivery.

• Set client experience goals, standards, and metrics.

• Direct the design and ongoing enhancement of comprehensive client and participant experiences.

• Manage service design activities, including journey mapping, service blueprinting, testing, and implementation support.

• Collaborate with Product Management and organizational leaders to ensure alignment of service experiences, business processes, policies, and digital capabilities.

• Utilize client feedback, operational data, research, and emerging trends to recognize and prioritize improvement opportunities.

• Lead and nurture high-performing Program Management and Service Design & Development teams.

• Cultivate a collaborative, inclusive, and accountable culture that emphasizes service excellence, innovation, and continuous improvement.

• Provide coaching, mentorship, and development opportunities.

• Ensure team structures, capabilities, and resources align with organizational priorities and future requirements.

• Effectively guide teams through change, promoting engagement, clarity, and operational excellence.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Public Administration, Communications, Customer Experience, Social Sciences, or a related field.

• Over 10 years of progressive leadership experience in client experience, customer success, stakeholder engagement, service strategy, program operations, or related fields.

• Proven success in leading enterprise client experience or customer success initiatives.

• Experience in developing and implementing client experience strategies, measurement frameworks, and continuous improvement programs.

• Strong grasp of client journey management, experience design principles, and organizational change management.

• Established ability to influence senior leaders and spearhead cross-functional initiatives in complex organizations.

• Experience in utilizing data, analytics, and client insights to inform strategic decision-making.

• Exceptional communication, relationship-building, facilitation, and stakeholder management skills.

• Proficiency in written and spoken English is required.

• A Master’s degree is considered an asset.

• Bilingualism is regarded as an asset.

• Personal experience or perspectives related to Indigenous worldviews are viewed as significant assets.

🏝️ Benefits

• Accommodation provided during the recruitment process.

• Human review of AI-enabled recruitment tools and human hiring decisions.