About the role

Program Lead overseeing homestay programs that connect international students with Canadian host families. Leading Relationship Managers, client partnerships, projects, and program strategy.

Responsibilities

Uphold the highest level of customer service with partners and customers
Develop effective working relationships with clients and agents
Collaborate with the National Operations Lead on complex or sensitive partner issues
Directly supervise, mentor, and oversee the performance of Relationship Managers
Conduct regular check-ins and one-to-ones to monitor performance, coach, and support professional development
Address employee engagement concerns and escalate appropriately
Document decisions, communications, and interactions in a timely manner
Maintain data integrity in organizational databases
Participate in departmental meetings
Travel occasionally for meetings in Eastern Ontario and up to Montreal
Contribute to program and business strategy, lead projects, and manage client partnerships

Three or more years of Customer Service experience
Five or more years working with international students
One or more years of Leadership experience
Post-Secondary Education (College Diploma or Bachelors Degree) in International Studies, Social Sciences, or another related program
Ability to work independently in an autonomous, flexible, and virtual office environment
Ability to exercise sound judgment in complex, nuanced, or sensitive situations involving multiple stakeholders
Exceptional Customer Service skills
Excellent Word, Excel, Email, and Database skills
Strong verbal and written English communication
French is an asset for positions assigned to Quebec and parts of Ontario
Ability to pass a Criminal Record Check and a Vulnerable Sector Check