Program Lead, Ottawa (client Services & Team Leadership) - Remote Eligible

Program Lead, Ottawa (Client Services & Team Leadership)

This role is a key leadership position focused on strengthening client relationships, ensuring high-quality service delivery, and guiding a team responsible for supporting international student homestay programs. You will act as both an operational leader and relationship manager, ensuring that students, host families, and partner agents receive a consistent, high-quality experience. The role combines people management, client engagement, and program oversight within a mission-driven, multicultural environment. You will directly support Relationship Managers while contributing to the continuous improvement of processes and service standards. With responsibility for complex stakeholder coordination, you will help ensure smooth program execution across Canada. This is a hands-on leadership role requiring strong communication, empathy, and the ability to navigate sensitive and nuanced situations.

Accountabilities:

• Provide day-to-day leadership, supervision, and mentorship to Relationship Managers, including performance monitoring, coaching, and development support.
• Maintain strong relationships with clients, agents, and internal stakeholders to ensure high levels of service quality and responsiveness.
• Collaborate with senior leadership to resolve complex or sensitive operational and partner-related issues.
• Oversee team performance through regular check-ins, 1:1 meetings, and structured feedback cycles.
• Ensure accurate documentation of decisions, communications, and case management activities across systems and databases.
• Maintain data integrity and support the effective use of internal tools and reporting systems.
• Participate in departmental meetings and contribute to ongoing operational improvements.
• Support engagement initiatives and escalate employee-related concerns when necessary.
• Occasionally travel to support operational or partner needs.

Requirements:

• 3+ years of customer service experience, ideally in a client-facing or service-oriented environment.
• 5+ years of experience working with international students or within multicultural education or homestay programs.
• At least 1+ year of leadership or team supervision experience.
• Post-secondary education in international studies, social sciences, education, or a related field.
• Strong ability to work independently in a remote and flexible work environment.
• Excellent judgment and problem-solving skills when managing complex or sensitive stakeholder situations.
• Strong communication skills in English, both written and verbal; French is an asset depending on region.
• Proficiency with Microsoft Office tools (Word, Excel, email) and database systems.
• High level of empathy, professionalism, and customer service orientation.

Benefits:

• Permanent full-time remote position based in Canada (Ottawa-based role)
• Hourly compensation ranging from 28 to 32 CAD, depending on experience and region
• Flexible working hours, including evenings and weekends as required
• Meaningful mission-driven work supporting international student experiences
• Opportunity to lead and develop a team in a multicultural environment
• Stable employment within a long-established, community-focused organization
• Exposure to cross-cultural programs and international education systems
• Supportive and collaborative work culture

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!