Snr Manager, Service Operations & Technology at Kids Help Phone

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Full Time

Start Date

Immediate

Expiry Date

25 Dec, 25

Salary

80000.0

Posted On

26 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Operations, Technology Management, Data Analysis, Project Management, Process Improvement, Cloud-Based Platforms, Team Leadership, Collaboration, Communication, User Experience, Operational Strategy, Performance Monitoring, Training Development, Analytics Tools, Healthcare Experience, Mentorship

Industry

Mental Health Care

Description

Job Title: Senior Manager, Service Operations & Technology Department: Service Operations Reports To: Director of Clinical Service Operations Salary Range: $76,100 – $80,000 Job Type: Full-Time, 6 Month Maternity Leave Contract, Hybrid (possibility of extension) Preferred Location: Ontario Posting Close Date: Tuesday October 13, 2025 OVERVIEW The Senior Manager, Operations and Service Technology, will play an integral role in optimizing the organization's 24/7 cloud-based contact center platforms and service performance strategies. This includes leading the seamless implementation of technology enhancements, leveraging data analysis and insights for real-time and strategic decision-making, and supporting UX improvements and product development, program launches, and surge response planning to strengthen overall service delivery. Reporting to the Director of Clinical Service Operations, this position will work in a complementary partnership with the Senior Manager of Clinical Service Operations and other key stakeholders to ensure the efficient operation and continuous improvement of our 24/7 services. The right candidate will bring hands-on experience in managing tech-based service environments and processes, particularly those that integrate elements such as contact center technology, Learning Management Systems (LMS), content management systems, data analytics and insights. Strong skills in collaborative leadership, organizational systems, process analysis and writing, general project management, translating data into easy-to-understand and actionable applications for non-data users, strong written and verbal communication, presentation skills, operational proficiency, and a passion for driving service excellence through data-driven decision-making and technology integration are essential. KEY FUNCTIONS AND RESPONSIBILITIES Service Platform Management: * Oversee the day-to-day management of Kids Help Phone’s technology-driven service platforms, ensuring optimal performance, productivity, and reliability, driving operational strategy and process improvements. * Collaborate with IT, vendors, and platform users and teams to identify and address standalone or interconnected technical, training, or operational issues, gaps, or enhancements required to improve platform functionality, streamline processes, enhance user experience and lead or support process or training improvements. * Monitor key performance indicators (KPIs) related to technology and platform usage, such queue performance (ASA, Engagement, Volume drivers etc), resource allocation and efficiency on-shift, user satisfaction, implementing strategies with our 24/7 service teams and leadership to optimize performance. Service Improvement and Implementation: * Lead service improvement initiatives to enhance reach, the effectiveness of operational quality and service delivery focusing on channel development, automation, workflow optimization, and efficiency through technology. * Conduct regular reviews and assessments of service delivery processes and results, identifying areas for improvement, documenting, and implementing simplified solutions to address gaps or inefficiencies. (i.e. IVR and queue logic) * Work closely with cross-functional teams (IT, Service Programs, Data & Innovation, Workforce, Clinical Performance Managers, Quality, Training, etc.) to develop and implement service improvement plans, ensuring alignment with organizational goals and objectives. * Act as an operational key stakeholder in technology testing, pilots, system/feature implementations and integrations across services. * Collaborate with product and project managers to support new tech-based products, features, or project rollouts (i.e. platform upgrades, service launches, etc.). Data Analysis and Decision-Making: * Leverage advanced analytics tools (Power BI, Sisense, etc.) to monitor success of service implementations, assess platform performance, service trends, and workflow efficiencies identifying opportunities for service or process improvement and optimization. * Collaborate with data teams to improve data captured, reporting, and tools to support real-time decision making for service optimization. * Generate and/or review regular reports or dashboards to communicate key insights and findings to senior leadership, and frontline managers informing strategic decision-making and operational planning. * Implement and/or make data-informed recommendations for adjustments to operational workflows Team Leadership and Development: * Provide leadership, guidance, and mentorship to a management team of clinically trained professionals overseeing our 24/7 operations of the Counselling and Texting services, fostering a culture of collaboration, innovation, continuous learning and improvement. * Collaborate with the Senior Manager, Clinical Service Operations, to support performance expectations and goals for team members, in delivering quality service efficiently through aligned data-driven leadership. * Identify training and development opportunities to support the professional growth and skill development of team members with a clear vision and strategy, ensuring alignment with organizational objectives. Qualifications: * Degree or diploma in Business Administration, Operations Management, Technology Management, Data Science, related fields, and/or equivalent experience in technology-driven service environments. * Minimum of 3-5 years' experience in business analysis, technology management, or operations with a focus on technology-enabled service delivery and process improvement, with preference for experience in a clinical, healthcare or mental health settings (hospitals, schools, etc.). * Proficiency in cloud-based platforms, software, and systems used in service delivery settings. (Microsoft 365, Teams, SharePoint; Contact Centre platforms such as Aselo/Twilio; Calabrio, LMS, PowerBI/Sisense; Jira, Slack, and other PaaS, SaaS solutions, etc.) * Strong analytical skills with experience in business analysis, data visualization, and operational process improvement. Ability to assess operational challenges, interpret service performance metrics and apply data-driven solutions. Demonstrated experience in technology implementation, process mapping, real-time service monitoring, and change management. * Proven track record in service optimization, and achieving operational excellence in a dynamic environment; particularly in a not-for-profit or healthcare sector. * Experience leading cross-functional collaborations with various teams inspiring and motivating to drive operational improvement. * Technical aptitude alongside experience or demonstrated interest in product development phases from discovery to implementation (i.e. contact center platforms, application of AI-based tools, cloud-based systems and integrations, etc.) * Demonstrated experience in the healthcare or social services sectors preferred, along with understanding and awareness of mental health and wellbeing as an asset. * Ability to commute to our National Office in downtown Toronto 4x per month; and potentially up to 4x/year to our Montreal office. The Organization: Kids Help Phone is a Canadian and world leader, known for our expertise and continuous innovation as Canada’s only 24/7 professional counselling and information service for young people in both English and French, and over 100 other languages via interpretation. We have been innovators in virtual care and e-health solutions for young people in Canada for over 35 years. Since 1989, we have offered kids, teens, and young adults a critical lifeline of hope and support through their free, anonymous and confidential services, which research shows significantly improves youth mental health. Young people reach out to Kids Help Phone’s professional counsellors and trained volunteers from every corner of the country via phone, Live Chat and texting, and benefit from their database of local youth-serving programs. Kids Help Phone’s website is a widely recognized model of youth-focused design, offering therapeutic tools, games, information, and counselling. History in the making! Does this sound like a journey you want to be a part of? For more information about Kids Help Phone, please visit our website at https://kidshelpphone.ca [https://kidshelpphone.ca/] Kids Help Phone is an equal opportunity employer, values diversity of people and communities, and is committed to equity and inclusion throughout our organization. As such, we encourage applicants from equity-deserving communities (Indigenous Peoples, racialized persons, persons with disabilities, women, and the 2SLGBTQIA+ Community). We strongly believe that alleviating the under-representation of equity-deserving individuals will create a stronger KHP and allow us to better serve the needs of young people in Canada. Kids Help Phone is committed to providing barrier-free environment and accommodation in accordance with the Accessibility of Ontarians with Disabilities Act (AODA). If contacted for an employment opportunity, please advise Human Resources person if you require accommodation at any stage of the recruitment process. Don’t meet every single qualification and requirement? Studies have shown that women and racialized people are less likely to apply to jobs unless they meet every single qualification. At Kids Help Phone we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles that our organization is recruiting for. The Small Print Alignment Statement: Please note that the job title listed in the job posting may differ from the internal title offered to a successful candidate. This discrepancy is due to internal company structure and hierarchy. While the responsibilities of the role will remain aligned with the advertised position, the internal title may be adjusted accordingly. We are committed to clear communication and ensuring that all candidates understand the expectations, responsibilities, and potential career growth within the company. This change will not affect compensation or benefits. Accommodation Statement: Kids Help Phone welcomes and encourages applications from people with disabilities, as such reasonable accommodations are available upon request during any phase of the application and interview process. If, as a qualified job applicant, you make an accommodation request, we will consult with you and provide reasonable accommodation according to your accessibility needs. If you wish to make a request, please provide a cover letter when applying for this position. Candidate Verification Statement: The successful candidate to this role will be asked to complete a background screen, which may include criminal, credit, employment, educational and proof of identity checks. All offers of employment are conditional on the receipt of satisfactory results of any applicable check. Statement on Inclusion, Diversity, Equity, and Accessibility (I.D.E.A.): Kids Help Phone provides services in one of the most diverse countries in the world. The diversity of our communities takes many forms. It includes differences related, amongst others to race, ethnicity, national origin, gender identity, gender expression and presentation, sexual orientation, religion, age, ability, and socioeconomic status. We see diversity as an asset to our organization and communities and strive to be reflective of the communities that we serve. We commit ourselves to promoting better understanding and appreciation of our human diversity; a commitment which is best realized through our individual and collective effort. We believe that it is critical that our services empower everyone who interacts with us to bring their authentic selves to an environment of mutual respect. An open and diverse community fosters the inclusion and amplification of voices that have been, and continue to be, underrepresented. At Kids Help Phone we are professionally and personally committed to celebrating, building, and continuing to accelerate diversity, equity and inclusion, as well as working to remove barriers through accessibility measures. Message to Agencies: Kids Help Phone does not accept unsolicited telephone calls, referrals or resumes from any source other than directly from candidates. Kids Help Phone will not consider unsolicited telephone calls, referrals and/or resumes from vendors including and without limitation, search firms, staffing agencies, fee-based referral services and recruiting agencies. The submission of referrals or resumes by anyone other than a candidate directly to Kids Help Phone is not welcome. Unsolicited referrals and resumes sent to Kids Help Phone will be deemed gratuitous, and Kids Help Phone will not be obligated or bound in any way to pay a referral or any other fee if a person referred to us from a source other than a direct candidate is subsequently hired. Benefits: * Hybrid Work Model * Wellness Programs * Flex Time * Employee & Family Assistance Program

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Responsibilities

The Senior Manager will oversee the management of technology-driven service platforms and lead service improvement initiatives. This role involves collaborating with cross-functional teams to enhance service delivery and optimize operational performance.