Manager, Program Management

360insights•Whitby, ON

2d•CA$75,000 - CA$85,000

About The Position

This role leads a team of Program Managers responsible for delivering high‑quality, consistent client experiences across our platform and services. This role exists to ensure that our clients and their customers receive reliable, well‑managed support from our team of client facing Program Managers. You will balance people leadership, client delivery, and operational excellence, while continuously improving how work gets done. You are a hands‑on, thoughtful leader who knows how to coach teams, manage complexity, and use data to make better decisions.

Requirements

Experience leading teams in program management, account management, or client operations roles
Strong understanding of customer experience and issue resolution capabilities
A professional, confident demeanour
Proven ability to manage conflict and handle client escalations calmly and effectively
Clear and confident communication skills, both written and verbal
Confidence working with data, including analysis and presentation to senior stakeholders
Strong working knowledge of Excel skills
Experience with ticket management or service desk tools (e.g., Zendesk or similar)
Ability to leverage AI tools to enable the team and to improve efficiencies

Nice To Haves

Ideal candidate will have prior experience managing a team of Customer Success Managers, Implementations Managers, Account Managers or similar.

Responsibilities

Lead and develop the Program Management team
Lead, coach, and support a team of Program Managers through regular 1:1s, team meetings, and performance reviews
Set clear goals and expectations
Support onboarding, training, cross‑training, and ongoing skill development
Create a team culture that values accountability, learning, collaboration and client excellence
Own client delivery and service quality
Oversee day‑to‑day operational delivery for client accounts, ensuring SLAs and service commitments are met
Act as a senior escalation point for complex client or customer issues, guiding investigations through to resolution
Support client calls, business reviews, and other meetings as required
Monitor client satisfaction through regular reporting and proactive issue management
Drive operational excellence and scalability
Evaluate operational performance across client activity, balancing client experience with organisational scalability
Identify inefficiencies, risks, and improvement opportunities, and lead practical solutions
Reallocate workloads as needed to ensure team effectiveness and service consistency
Support resource planning for new and existing client implementations, including additional oversight for large‑scale launches
Use data to inform decisions
Analyse performance data, trends, and feedback to identify areas for improvement
Present insights, risks, and recommendations to senior leadership
Review Statements of Work (SOWs) and support required approval processes
Build strong internal partnerships
Maintain and evolve the team knowledge base, processes, and training materials
Partner with internal teams on cross‑functional initiatives and operational projects
Contribute to the creation and adoption of best practices across the client base