Program Manager

Agilec•Oshawa, ON

10d•Hybrid

About The Position

Agilec is looking for dedicated team members to join our national project delivering Career Transition Services and the Education and Training Benefit, funded by Veterans Affairs Canada. The Program Manager provides leadership and support within an outcomes-based, self-directed work environment, ensuring that both customer and Agilec requirements are consistently exceeded. Accountable for the day-to-day delivery of Career Transition Services (CTS) program objectives, the Program Manager works in close collaboration with leadership and funder to drive performance, revenue, and service quality. The role is responsible for leading team success through effective coaching, ongoing performance feedback, and accountability for key performance indicator (KPI) achievement. The Program Manager is also accountable for quality control and quality assurance across service delivery, ensuring compliance with program standards, continuous improvement practices, and high-quality customer outcomes. Through strong leadership, data-informed decision-making, and team development, the Program Manager ensures consistent, high-performing program execution.

Requirements

Bilingual English/French language is required
Current job search techniques and theories of career counselling
Knowledge of careers and occupations, various job requirements, job search skills, career planning, job development
Excellent written communication skills and experience with interpreting contracts
Working knowledge of data privacy and information protection
Strong working knowledge of Microsoft Office software
Ethical decision-making
Completed undergraduate degree in relevant field from a recognized Canadian Institute, or its equivalent
Current CVRP, CCC, CCDP, Ps.Ed, RRP, or RVP certification
Minimum of three (3) years’ experience delivering career counselling and/or career transition services
Minimum of two (2) years’ direct supervisory experience, with demonstrated proficiency in coaching methodologies to lead teams, drive performance, and implement change
Must hold a valid Reliability Status granted by the Canadian Industrial Security Directorate of Public Service and Procurement Canada (fingerprints are required)

Nice To Haves

Experience working on the Veterans Affairs Canada (VAC) project considered a strong asset

Responsibilities

Provides effective team leadership through positive reinforcement of activities and best practices that are successful; designs, implements and monitors improvement plan to support continuous growth and development
In a timely manner in order to meet performance measures, the PM will review and approve staff billable hours, action plans/service hours requests, eligibility updates and will review and approve follow-up reports and closure reports
Reviews monthly reports identifying trends/changes in results; investigates findings to understand the rationale and designs/implements team training and/or new processes to address findings
Completes in-depth file reviews to support team members to reach optimal performance using the Service Quality File Review process, and identifies/implements more efficient/effective ways to execute the work
Supports the Job Development team working directly with employers to promote services, determine employer needs, and propose solutions through job matching and placement of candidates
Supports the ongoing training and development of new and existing team members
Participates in the selection, interviewing, hiring, onboarding of team members
Identifies, reports and resolves customer service issues in keeping with established Agilec practices including the Customer Service Charter and complaint resolution process
Participates in community and business groups to maintain current knowledge of labour markets and uncover business growth initiatives
Participates in front line duties as necessary, as well as additional responsibilities and duties as required