Team Manager

Founded in 2009, Convo is the world’s largest Deaf‑owned and Deaf‑operated communications company, with team members across five countries and services delivered in multiple languages.

In Canada, Convo proudly delivers Video Relay Service (VRS) in alignment with CRTC regulations and CAV guidelines, supporting Deaf, Deaf Blind, and hard of hearing communities with culturally aligned, human‑centered communication access.

We believe conversations are the key to enhancing the lives of over 70 million Deaf individuals worldwide. By creating technology and services grounded in Deaf experience, we address communication inequities and create meaningful, lasting impact.

About the role

The Team Manager plays a critical leadership role within Interpreter Operations, supporting a large team of Video Interpreters delivering high‑quality service in alignment with CRTC regulations and CAV guidelines.

This role exists to ensure interpreters are supported, developed, and empowered to provide exceptional communication access. The Team Manager balances operational excellence with people‑centered leadership, fostering psychological safety, professional growth, accountability, and cultural alignment.

As a leader within a Deaf‑owned and Deaf‑operated organization, the Team Manager models integrity, authenticity, and inclusive leadership while partnering cross‑functionally with Workforce Management, Quality Assurance, People & Culture, and other operational teams.

This is both a people leadership and operational oversight role. The ideal candidate understands the realities and demands of interpreting work and is passionate about building strong, resilient teams in a fast‑paced, evolving service environment.

What you'll do

• Lead and manage a large team of Video Interpreters with integrity, authenticity, and accountability.
• Foster a safe, diverse, and inclusive team culture grounded in collaboration, respect, and psychological safety.
• Conduct regular 1:1 meetings, performance conversations, and development planning sessions.
• Provide mentorship, professional case conferencing, and coaching to support interpreter growth and resilience.
• Support conflict resolution and guide interpreters through the Support Improvement Program when applicable.
• Participate in recruitment efforts, including candidate assessments and interviews.

• Monitor daily operations to ensure alignment with Convo standards, CRTC regulations, CAV guidelines, and applicable provincial and labour requirements.
• Partner with Workforce Management and Operations teams to ensure staffing alignment and service continuity.
• Approve timecards and complete required operational reports with accuracy and timeliness.
• Step in to interpret (Deaf or Hearing Interpreter) when operationally necessary to support service delivery and maintain team connection.

• Analyze daily, weekly, and monthly Interpreter Service Index reporting and related performance data.
• Review customer feedback and quality metrics to identify coaching opportunities and performance trends.
• Ensure interpreters remain informed and up‑to‑date on product updates, procedural changes, and company initiatives.
• Drive accountability while balancing performance expectations with interpreter well‑being.

• Collaborate with Interpreter Operations, Quality Assurance, Workforce Management, and People & Culture to align on standards, performance, and workforce needs.
• Represent Convo’s values and mission in cross‑departmental initiatives and discussions.

Qualifications

• Fluency in American Sign Language (ASL).
• Minimum 2 years of professional interpreting experience.
• Prior people management or team leadership experience.
• Strong understanding of interpreting work, including the cognitive, emotional, and ethical demands of the profession.
• Demonstrated ability to coach, mentor, and manage performance with professionalism and discretion.
• Experience handling sensitive and confidential information with sound judgment.
• Strong communication, observation, organizational, and time management skills.
• Ability to analyze data and translate reporting insights into actionable coaching or operational adjustments.
• High level of cultural competence and commitment to Diversity, Equity, Inclusion, and Belonging.
• Ability to work a flexible schedule in a fast‑paced service environment.
• Ability to travel locally and long‑distance as required.

• Experience in regulated environments (e.g., CRTC, CAV, or similar compliance frameworks).
• Experience working in Video Relay Service (VRS) or remote interpreting environments.
• Experience leading case conferencing or structured professional development initiatives.
• Bachelor’s degree in a related field or equivalent professional experience.

• Minimum speed of 20 MBPS Upload/Download