{"id":3414823,"url":"https://alion.io/job/export-development-canada-manager-customer-care-team-en-936","title":"Manager, Customer Care Team - EN 936","company":{"id":63042,"name":"Export Development Canada","domain":"edc.ca","url":"https://alion.io/company/exportdevcanada","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Ottawa, Canada","Toronto, Canada","Montreal, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":29000,"max_usd":74000,"period":"year","method":"role_country_seniority_unknown","sample_n":383},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-28T19:00:30Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-06T05:53:28Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Application deadline: November 16th, 2026 at 12:00PM ET\nJoin the EDC Team!\nAt EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade.\nPosition: Manager, Customer Care Team\nEmployment Type: Permanent\nCompensation Details:\nMgr Customer Care 19: Salaries typically range from $112,006 to $149,341 annually, based on qualifications and experiences, plus a performance-based incentive.\nLocation:\nExport Development Canada operates under a hybrid work model, with employees currently required to work from the office three days per week. \nThis role can be performed from EDC’s headquarters in Ottawa or from one of our Community Hubs located in Toronto, or Montreal.\nRelocation assistance is available for candidates who meet the eligibility criteria.\nInternal Employees, please consult the ServiceNow article entitled Internal movements - what you need to know.\nAbout EDC:\nAt Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.\nWhy Join EDC?\nComprehensive Benefits: EDC offers a competitive compensation & benefits package, work-life balance, & the opportunity to help make Canada and the world better through trade.\nWork-Life Balance: EDC offers a competitive compensation package & work-life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday’s & no meeting Fridays.\nProfessional Development: Take advantage of our continuous learning opportunities, including training programs, workshops and language training.\nInclusive Culture: Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed.\nWellness Programs: Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy.\nCommunity Engagement: Participate in volunteer opportunities and give back to the community through our various social responsibility programs.\nTeam Overview:\nThe Customer Care Team is the inbound service hub for EDC customers and partners, providing front-line support across the customer journey, including digital and portal navigation, policy administration, credit, billing, claims support, onboarding and general product and service inquiries. The team is part of EDC’s Inbound Sales & Service, Small Business and Inclusive Trade group and works across business lines to make it easier and faster for customers and partners to obtain the right help at the right time.\nThe team is entering an important next stage of its evolution. We are strengthening a digital-first, human-enabled service model that improves first-contact resolution, builds customer loyalty, supports self-service adoption and scales through skills-based routing, standardized processes, better data and targeted automation. The Manager will help shape this transformation while creating an engaging, inclusive environment where employees can build expertise and grow their careers.\nWhat you will be doing:\nReporting to the Director, Inbound Sales & Service, Small Business and Inclusive Trade, you will lead the Customer Care Team and its day-to-day service delivery while helping transform how EDC delivers inbound support and sales. You will balance customer experience, employee experience and operational performance, using data and continuous improvement to reduce customer effort, improve quality and efficiency, and strengthen service across the broader group.\nLead, coach and develop a bilingual, customer care team, building accountability, engagement and a strong talent pipeline. \nApply workforce-management best practices to optimize forecasting, scheduling, capacity, queues, service levels, quality and business continuity. \nImprove customer satisfaction, loyalty and first-contact resolution while reducing customer effort and avoidable hand-offs. \nAdvance a digital-first, human-enabled model using self-service, knowledge tools, intelligent routing, automation and AI-enabled capabilities. \nUse customer, operational and employee data to identify issues, set priorities and improve performance. \nBuild strong relationships and work collaboratively with stakeholder teams across EDC to resolve complex issues and improve end-to-end service. \nStandardize work, strengthen controls and remove root causes of rework and inefficiency across the broader group. \nLead change with clarity, build cross-functional alignment and deliver business plans and KPI commitments. \nOccasional leadership support outside regular business hours may be required.\nWhat we are looking for:\nUndergraduate degree in business, finance, economics or a related field, or an equivalent combination of education and experience. \nAt least seven years of progressive experience in a contact centre, advice centre, virtual banking or financial-services operation. \nStrong command of queue and service-level management, capacity planning, quality assurance, escalations and operational performance. \nExperience leading contact centre or virtual-banking transformation, including process standardization, digital adoption, skills-based routing, automation or continuous improvement. \nDemonstrated success using data to improve customer and employee outcomes, productivity and efficiency while maintaining quality, risk and compliance standards. \nStrong change leadership, communication and cross-functional influence, with the courage and adaptability to lead through ambiguity. \nBilingual in both official languages (English and French) \nWhat will make you stand out:\nLeadership experience in a high-volume service environment such as a contact centre, advice centre or virtual banking team within a financial institution, including performance coaching, talent development and employee engagement. \nA record of measurable gains in customer satisfaction, first-contact resolution, digital adoption, service levels, employee engagement, retention or cost-to-serve. \nExperience with Genesys, ServiceNow, Salesforce or comparable CRM, telephony, workforce, quality, knowledge-management and analytics platforms. \nExperience supporting business customers within insurance or lending industries.\nEligibility:\nEDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada at the time of application (Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements. Internal applicants must also meet EDC's eligibility criteria for applying to internal opportunities. For more information, please refer to Section 2.1 in the Talent Acquisition Standard, available on LINK under the Resources tab in the Policies & Procedures section. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.\nStudent Program Eligibility:\nEDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada at the time of application (Canadian Citizen, Permanent Residents or Work Permit). Candidates must meet the requisite government security screening requirements. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.\nThis position is open to individuals who meet all the essential criteria outlined above and submit their applications by the closing date. Ready to make a difference? This is your chance to join a dynamic, growing team and leave your mark on our organization, development finance, and the world.\nApply today!\nWant to learn more about EDC? Check our website at https://www.edc.ca\nEDC's Commitment to Employment Equity\nExport Development Canada (EDC) is dedicated to fostering employment equity and building a diverse workforce. We are committed to creating a safe and inclusive environment that respects people from all cultures, backgrounds, and abilities. At EDC, we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow, develop, succeed, and be their truest selves.\nWe actively encourage applications from women, Indigenous peoples, visible minorities, persons with disabilities, and members of the 2SLGBTQI+ community.\nYour application must clearly demonstrate how you meet all the requirements. We thank all applicants' interest in a career at EDC; however, only those selected for an interview will be contacted. Please note that qualified candidates may be considered for similar roles at this level within EDC.\nEDC recognizes that disclosing the need for accommodations can be a personal matter. Please know that as an organization, we are committed to maintaining confidentiality and ensuring that any accommodations provided are tailored to support your needs. Our aim is to ensure you have a comfortable and positive experience throughout the recruitment process, so please do not hesitate to contact us directly for any accommodation requests at . We are here to support you every step of the way.\nPrivacy Notice\nBy applying for this job you acknowledge that you have read and understood EDC’s Privacy Notice for Job Applicants, which outlines how we collect, use, retain, and safeguard personal information during the recruitment process, as well as your rights of access and correction","description_format":"text","description_chars":9845,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Continuous learning","Equity","Hybrid work","Professional development","Relocation assistance","Wellness"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":true,"industries":["Property & Casualty Insurance","Development Finance Institutions","Factoring & Trade Finance"],"lifecycle":[{"event":"open","at":"2026-10-28T19:00:30Z"}],"visa":[],"liveness":{"score":73,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.775,"p_room":0.945,"age_days":8,"expected_fill_days":14,"reasons":["conf:0","win:mid"],"computed_at":"2026-11-06T05:58:05Z"},"pay":null,"html_url":"https://alion.io/job/export-development-canada-manager-customer-care-team-en-936","json_url":"https://alion.io/job/export-development-canada-manager-customer-care-team-en-936.json","meta":{"generated_at":"2026-11-06T08:26:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15145,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":63042},"rest":"https://alion.io/mcp/rest/get_company?id=63042"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fexport-development-canada-manager-customer-care-team-en-936"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fexport-development-canada-manager-customer-care-team-en-936"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fexport-development-canada-manager-customer-care-team-en-936"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/export-development-canada-manager-customer-care-team-en-936\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fexport-development-canada-manager-customer-care-team-en-936"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3414823}},{"tool":"search_jobs","arguments":{"company":"edc.ca","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3414823},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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