Director, Programs & Service Experience

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

📋 Description

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

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

• Lead operational readiness, implementation planning, launch coordination, stakeholder engagement, training, and adoption initiatives.

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

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

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

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

• Advocate for a client-centered approach, ensuring that stakeholder insights and feedback shape 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.

• Oversee 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 prioritize areas for improvement.

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

• Cultivate a collaborative, inclusive, and accountable culture focused on service excellence, innovation, and continuous improvement.

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

• Effectively guide teams through organizational change.

⛳️ Requirements

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

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

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

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

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

• Proven ability to influence senior leaders and manage 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 capabilities.

• Proficiency in written and spoken English is essential.

• Bilingualism is considered an asset.

• Personal experiences or perspectives associated with Indigenous worldviews are regarded as significant assets.

🏝️ Benefits

• Accommodations available throughout the recruitment process.

• An inclusive and collaborative work environment.

• Opportunities for coaching, mentorship, and professional development.

• Support for employee growth and succession planning.