Director, Programs – Service Experience

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

📋 Description

• Offer 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 structures, policies, and standards.

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

• Provide guidance to senior leadership on implementation feasibility, risks, dependencies, organizational impacts, and resource needs.

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

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

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

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

• Set goals, standards, and measures for client experience.

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

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

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

• Utilize client feedback, operational data, research, and emerging trends to pinpoint and prioritize enhancements.

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

• Promote a collaborative, inclusive, and accountable culture focused on service excellence, innovation, and ongoing improvement.

• Offer coaching, mentorship, and growth opportunities.

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

• Effectively guide teams through periods of change.

⛳️ Requirements

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

• More than 10 years of progressive and demonstrated leadership experience in client experience, customer success, stakeholder engagement, service strategy, program operations, or related areas.

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

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

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

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

• Proficiency in written and spoken English is mandatory.

• Bilingualism is considered an advantage.

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

🏝️ Benefits

• Commitment to equity, diversity, inclusion, and reconciliation.

• Accommodations provided during the recruitment process.

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