Program Lead, Ottawa (Client Services & Team Leadership)
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AI Summary
Full time permanent, Ottawa fully remote (vacant position)
Who We Are
The Canada Homestay Network Society is a family-run, non-profit society, that has helped tens of thousands of students find a home away from home in Canada. We connect international students with compassionate and caring families in Canada, creating enriching cultural experiences for both students and host families for the past 30 years.
Be part of something that matters! Join a team that connects international students with compassionate and caring families in Canada, creating enriching cultural experiences for both students and host families.
About the Program Lead position
We are seeking an enthusiastic and experienced professional who excels at leading teams and fostering positive, effective relationships with clients and agents.
The Program Lead is central to the success of our homestay programs, driving team accountability, leading projects, managing client partnerships, and shaping the overall program and business strategy.
This is a permanent full-time (40hrs a week) position, with open availability and flexible working hours including weekdays, weeknights and weekend:
Based in Ottawa, it is a remote position with an hourly wage of $28.00 -32.00, inclusive of regional differentials and based on previous experience.
Key responsibilities
Uphold the highest level of Customer Service by being flexible, attentive, reliable and responsive with all partners and customers;
Invest in developing effective working relationships with clients, and agents, and work; collaboratively with the National Operations Lead to address complex or sensitive partner issues;
Provide direct supervision, mentorship, and performance oversight for Relationship Managers;
Conduct regular check-ins and 1:1s to monitor individual performance, offer coaching, and support professional development;
Proactively address employee engagement concerns, escalating to the National Operations Lead where appropriate;
Document all relevant aspects of decisions, communications, and interactions in a timely way;
Maintain data integrity in all of our organization databases;
Participating in various departmental meeting;
Travel from time to time.
The successful candidate will have
Three or more years of Customer Service experience;
Five or more years working with international students;
One or more years of Leadership experience;
Post-Secondary Education (College Diploma or Bachelors Degree) in International Studies, Social Sciences, or another related program;
Innate ability to work independently in an autonomous, flexible, and virtual office environment;
Demonstrated ability to exercise sound judgment when navigating complex, nuanced, or sensitive situations involving multiple stakeholders;
Exceptional Customer Service skills;
Excellent Word, Excel, Email, and Database skills;
Strong verbal and written English communication. French is an asset for positions assigned to Quebec and parts of Ontario.
This role requires to be able to pass a Criminal Record Check and a Vulnerable Sector Check.
CHN is a Living Wage certified employer and determines our compensation based on where our team members live and work by using geographic differentials. As the living wage varies greatly across Canada, the differentials ensure that CHN is able to invest significantly in fair compensation packages across the country. The posted wage range for this role is inclusive of all regions as we are considering candidates from across the country.
How to apply
For a full view of the responsibilities and requirements, please review the complete job description. If you are interested in communicating with cultures from around the world and helping change international students live while in Canada, please apply with your resume and short cover letter.
Applications for this role will be accepted until the position has been filled.
Our recruitment process relies on human review. We do not use artificial intelligence (AI) tools to screen, select, or assess candidates.
We thank all those who apply but only those applicants who are selected for an interview will be contacted.
This position will remain open until filled.
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