CS Program Manager

Takeaway • Winnipeg, MB

2d • Hybrid

About The Position

This is a brilliant opportunity to help build and deliver a new, world-class Customer Services (CS) operation focused on our home-market outsourced contact centers. As the Program Manager for the Canadian Market CS Portfolio, you will drive the delivery calendar, roadmaps, and supporting PMO governance. You will act as a critical bridge—partnering closely with Product, Tech, Data, WFM, Finance, and Operations to optimize internal delivery and enable effective, data-driven decision-making. Working alongside the Head of Experience, you will also play a key role in shaping strategic planning, business cases, and future team organization. This portfolio is large, varied, and fast-paced. We are looking for a proactive self-starter who can seamlessly connect the dots and see the bigger picture, while still enjoying getting stuck into the operational details. If you want a rewarding role where you can truly influence our strategic direction and be at the heart of building a world-class CS proposition, this is it.

Requirements

• Extensive experience leading large-scale, cross-functional programs within a fast-paced operational, digital, eCommerce, or tech environment.
• Deep expertise in various program management methodologies (Agile, Waterfall, Hybrid) with a proven track record of partnering closely with Product and Tech teams to deliver complex changes.
• Exceptional stakeholder management and communication skills, with a demonstrated ability to influence across peer groups and confidently present up to executive and board levels.
• An outcome-driven mindset with strong commercial acumen, experience managing large-scale budgets, and a history of shaping programs to maximize business value.
• A proactive, strategic approach to problem-solving—someone who sees the big picture, anticipates risks "one step ahead," and thrives when navigating ambiguity and shifting priorities.
• A positive, collaborative attitude with a willingness to roll up your sleeves to get things done, taking immense pride in delivery excellence.
• Familiarity with collaboration tools like Jira, Asana, SmartSheets, Trello and Slack, with a strong preference for experience in a contact center environment.

Nice To Haves

• Experience in a contact center environment.

Responsibilities

• Lead the end-to-end execution of strategic, high-impact Customer Service initiatives, ensuring they launch on time, on budget, and drive measurable results.
• Proactively manage cross-portfolio dependencies, mitigate risks, and clear blockers to keep our fast-moving Customer Service strategy on track.
• Partner with Product, Tech, Data, Operations, and Commercial teams to scope, sequence, and resource projects for maximum value.
• Shape program cadence, planning cycles (annual/quarterly), and KPI tracking to provide senior stakeholders with clear visibility and data-driven insights.
• Partner across teams to transparently prioritize deliverables and manage resource needs, ensuring we maximize value in a dynamic environment.
• Build trusted relationships across peer groups and senior leadership to align goals, manage change, and champion the Customer Service vision.
• Implement best-practice tools and lead continuous improvement efforts—like retrospectives and post-mortems—to optimize how we deliver.

Benefits

• Top Places to Work in Manitoba recognition
• Opportunity for growth and to meet and surpass new challenges
• Dynamic, fun, and challenging environment
• Equal Opportunity employer committed to fostering a diverse and inclusive environment
• Consideration for employment regardless of gender identity or expression, sexual orientation, race, ancestry, national origin, religion, age, marital/domestic partner status, (dis)ability, neurodivergence, or any other characteristic protected by law.
• Accommodations available throughout the hiring process.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed