Director, Programs – Service Experience

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

📋 Description

• Provide strategic leadership for the planning, execution, and ongoing enhancement of Mitacs programs, services, funding opportunities, and strategic initiatives.

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

• Lead activities related to operational readiness, implementation planning, launch coordination, stakeholder engagement, training, and adoption.

• Advise senior leadership on the feasibility of implementation, associated risks, dependencies, organizational impacts, and resource requirements.

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

• Monitor program performance, risks, and results to promote continuous improvement, operational excellence, and program impact.

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

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

• Establish goals, standards, and metrics for client experience.

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

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

• Align service experiences, business processes, policies, and digital capabilities with organizational priorities.

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

• Ensure that service enhancements improve scalability, efficiency, consistency, and organizational outcomes.

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

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

• Provide coaching, mentorship, and development opportunities for team members.

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

• Effectively lead teams through change, fostering engagement, clarity, and operational excellence.

⛳️ Requirements

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

• A Master’s degree is considered an asset.

• Over 10 years of progressive and demonstrated 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.

• Demonstrated ability to influence senior leaders and spearhead cross-functional initiatives within complex organizations.

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

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

• Proficiency in both written and spoken English is required.

• Bilingualism is considered an asset.

• Lived experiences or perspectives related to Indigenous worldviews are regarded as strong assets.

🏝️ Benefits

• Accommodation provided during the recruitment process.

• Human review of AI-assisted recruitment activities.