Manager, Operations and Assistive Technology

Canadian National Institute for the Blind•Toronto, ON

29d•CA$69,616 - CA$87,020•Onsite

About The Position

The Manager, Operations and Assistive Technology plays a key leadership role in advancing CNIB’s mission to change what it means to be blind in Canada. Based full-time in person at the Bayview CNIB location, this role serves as the primary SmartLife point of contact at Bayview, providing leadership, operational oversight, and day-to-day support for SmartLife services, technology programs, and client engagement. Working closely with the Director, SmartLife Operations and the national SmartLife team, the Manager oversees daily operations at the Bayview SmartLife Centre and ensures a high standard of service delivery for clients accessing assistive technology, demonstrations, training, and technology-related support. The Manager is a key resource for client, staff, and volunteer inquiries, supporting the resolution of service questions, operational issues, and complex client needs. SmartLife Centres operate as accessible retail and service environments where individuals with sight loss can explore products, apps, and technology solutions that support independence in everyday life. The Manager ensures staff and volunteers are equipped to provide demonstrations, product guidance, training, and referrals to CNIB programs, rehabilitation services, and community supports. This role supervises SmartLife staff and volunteers, supports the delivery of national CNIB technology programs, and serves as a key escalation point for client service issues and operational challenges, ensuring timely resolution and a high standard of service delivery. The Manager is responsible for maintaining a welcoming, responsive, and accessible environment at Bayview while supporting SmartLife service coordination nationally. The Manager works collaboratively with teams across CNIB—including Vision Loss Rehabilitation Canada (VLRC), Deafblind Community Services (DBCS), the Contact Centre, procurement, and SmartLife leadership—to ensure technology programs, services, and client experiences are delivered consistently and effectively across Canada.

Requirements

Demonstrated leadership and supervisory experience.
Strong client service and problem-solving skills, with the ability to manage complex inquiries and escalations.
Knowledge of assistive technology, accessibility, and inclusive service delivery.
Excellent communication and interpersonal skills.
Strong organizational and time management skills with the ability to manage multiple priorities.
Ability to work collaboratively across teams and departments.
Proficiency in Microsoft Office applications.
Post-secondary education in a related field or equivalent experience.
3–5 years experience in program operations, client service, or assistive technology environments.
Experience supervising staff and supporting team development.

Nice To Haves

Experience with CRM and POS systems (e.g., Salesforce, Shopify) considered an asset.
Personal or professional experience relating to blindness or sight loss considered an asset.

Responsibilities

Serve as the primary SmartLife contact at the Bayview location for clients, staff, volunteers, and internal stakeholders.
Build and maintain strong working relationships with internal teams including VLRC, DBCS, the Contact Centre, and procurement.
Collaborate with SmartLife leadership and national teams to support consistent service delivery.
Support client engagement through clear communication, guidance, and service coordination.
Provide leadership, operational oversight, and day-to-day support for SmartLife services, technology programs, and client engagement.
Oversee daily operations at the Bayview SmartLife Centre.
Ensure a high standard of service delivery for clients accessing assistive technology, demonstrations, training, and technology-related support.
Act as a key resource for client, staff, and volunteer inquiries, supporting the resolution of service questions, operational issues, and complex client needs.
Ensure staff and volunteers are equipped to provide demonstrations, product guidance, training, and referrals to CNIB programs, rehabilitation services, and community supports.
Supervise SmartLife staff and volunteers.
Support the delivery of national CNIB technology programs.
Serve as a key escalation point for client service issues and operational challenges, ensuring timely resolution and a high standard of service delivery.
Maintain a welcoming, responsive, and accessible environment at Bayview while supporting SmartLife service coordination nationally.
Work collaboratively with teams across CNIB to ensure technology programs, services, and client experiences are delivered consistently and effectively across Canada.