Manager, Partner Services And Projects​/Gestionnaire, Services Aux Partenaires Et Proje

La version française suit.

Reporting to a senior member of the Programs and Partnerships division, the Manager, Partner Services and Projects ensures quality service delivery to internal and external partners through effective management of the Coach and Partner Services (CPS) team, while providing operational leadership, execution, and strategic alignment to key projects that support the organization’s strategic imperatives and mission.

Language Requirement:
Proficiency in both official languages (English and French) is an asset for this position, including oral and written communication. Preference will be given to bilingual candidates.

Applicants must be physically located and legally authorized to work in Canada.

• Work collaboratively with business owners to define project requirements (roles, responsibilities, scope, objectives, deliverables, risks, and timelines).
• Manage the complete project lifecycle for assigned projects, including oversight of timelines, budgets, and interested party engagement.
• Utilize project management tools, templates, and processes, with guidance from the Project Management Office as needed.
• Hold regular meetings with business owners and project teams to monitor progress and provide status updates.
• Monitor projects for issues and opportunities and adjust project plans accordingly.
• Lead debrief processes and reporting upon completion of projects.
• Ensure proper accounting, documentation, and file management for assigned projects.

• Define and oversee operational processes and standards to ensure quality service delivery to the coaching community.
• Identify and implement strategies to improve quality of service and productivity.
• Administer customer support tools and software (Freshdesk, Freddy AI) and analyze system performance and results.
• Develop and maintain processes to triage internal requests for CPS support
• Manage and allocate CPS staff resources to support internal projects, committees, and initiatives.
• Manage the complaints escalation process and support resolution as needed.

• Understand and apply corporate policies and procedures, ensuring team member compliance with organizational requirements.
• Align individual contributions with team and organizational priorities.
• Hold regular check-ins to discuss goals, progress, and development.
• Participate in formal and informal performance management processes, providing timely feedback and supporting performance improvement, with support from senior management or HR as needed.
• Create a positive, respectful, and rewarding team environment.

Relevant d’un ou d’une membre haut placé(e) du service Programmes et partenariats, le ou la gestionnaire, Services aux partenaires et projets, veille à la qualité des prestations fournies aux partenaires internes et externes grâce à une gestion efficace de l’équipe des Services aux entraîneurs et aux partenaires (SEP), tout en assurant le leadership, l’exécution et l’alignement stratégique des projets clés qui soutiennent les impératifs stratégiques et la mission de l’organisme.

Compétences linguistiques :
La maîtrise des deux langues officielles (français et anglais), tant à l’oral qu’à l’écrit, est un atout. Les candidats bilingues auront la priorité.

Vous devez résider au Canada et être légalement autorisé(e) à y travailler.

• Travailler en collaboration avec les responsables afin de définir les exigences des projets (rôles, responsabilités, portée, objectifs, livrables, risques et calendriers).
• Gérer l’ensemble du cycle de vie des projets assignés, notamment en assurant le suivi des délais, des budgets et de la participation des parties intéressées.
• Utiliser les outils de gestion de projet, les modèles et les processus en demandant conseil au bureau de gestion de projet au besoin.
• Organiser des rencontres régulières avec les responsables et les équipes de projet afin de suivre l’avancement des projets et de faire le point sur leur état.
• Faire le suivi des problèmes et occasions des projets et ajuster les plans en…