Program Lead

Engaged HR Inc.

. Uphold the highest level of customer service with partners and customers .

Posted 10/24/2026full-timeOttawa • CanadaSenior💰 CA$28 - CA$32 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and customer service capabilities while managing relationships with clients and partners. Proficient in data management and communication, with a focus on mentoring and professional development.

Highest-signal resume keywords

Customer Service ExperienceLeadership ExperienceRelationship ManagementData Integrity ManagementVerbal And Written Communication

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

WordExcelEmailDatabase ManagementPerformance Monitoring

Soft Skills

MentoringCoachingJudgment In Complex SituationsCollaborationEmployee Engagement

Certifications & Qualifications

Criminal Record CheckVulnerable Sector Check

Industry Keywords

International StudentsCustomer ServicePost-Secondary EducationSocial SciencesProgram Strategy

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

Permanent full-time position (40 hours per week)
Flexible working hours, including weekdays, weeknights, and weekends
Mostly remote work
Occasional travel for meetings in Eastern Ontario and up to Montreal
Living Wage certified employer
Compensation based on geographic differentials
Professional development support