Director, Programs – Service Experience

Mitacs

. Provide strategic leadership for the planning, implementation, and continuous evolution of Mitacs programs, services, funding opportunities, and strategic initiatives .

Posted 9/16/2026full-timeRemote • CanadaLead💰 CA$126,675 - CA$160,455 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in client experience strategy, program operations, and stakeholder engagement, with a strong focus on continuous improvement and operational excellence. Proven ability to lead cross-functional teams and influence senior leadership in complex organizational environments.

Highest-signal resume keywords

Client Experience Strategy DevelopmentStakeholder EngagementCross-Functional LeadershipOrganizational Change ManagementData-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program OperationsService StrategyExperience Design PrinciplesClient Journey ManagementMeasurement FrameworksContinuous Improvement ProgramsGovernance FrameworksOperational PlanningRisk ManagementService Design Activities

Soft Skills

Exceptional CommunicationRelationship-BuildingFacilitation SkillsCoaching and MentorshipCollaborative Leadership

Industry Keywords

Client-Centered ApproachEnterprise TransformationOperational ExcellenceService DeliveryStakeholder NeedsOrganizational PrioritiesClient FeedbackInclusive CultureIndigenous WorldviewsBilingualism

About the role

Key responsibilities & impact

Provide strategic leadership for the planning, implementation, and continuous evolution of Mitacs programs, services, funding opportunities, and strategic initiatives
Translate organizational priorities into executable implementation strategies, operational plans, governance frameworks, policies, and standards
Lead operational readiness, implementation planning, launch coordination, stakeholder engagement, training, and adoption activities
Advise senior leaders on implementation feasibility, risks, dependencies, organizational impacts, and resource requirements
Lead cross-functional planning and execution across Program Development, Business Development, Service Delivery, Finance, Marketing, Research, and Technology teams
Monitor program performance, risks, and outcomes to drive continuous improvement, operational excellence, and program impact
Support enterprise transformation initiatives through implementation planning, change readiness, and adoption
Champion a client-centered approach and ensure stakeholder needs, insights, and feedback inform decision-making, program design, and service delivery
Establish client experience goals, standards, and measures
Lead the design and continuous improvement of end-to-end client and participant experiences
Oversee service design activities including journey mapping, service blueprinting, testing, and implementation support
Align service experiences, business processes, policies, and digital capabilities with organizational priorities
Leverage client feedback, operational data, research, and emerging trends to identify and prioritize improvement opportunities
Ensure service improvements enhance scalability, efficiency, consistency, and organizational outcomes
Lead and develop high-performing Program Management and Service Design & Development teams
Foster a collaborative, inclusive, and accountable culture focused on service excellence, innovation, and continuous improvement
Provide coaching, mentorship, and development opportunities
Align team structures, capabilities, and resources with organizational priorities and future needs
Lead teams effectively through change, promoting engagement, clarity, and operational excellence

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Public Administration, Communications, Customer Experience, Social Sciences, or a related field
Master’s degree considered an asset
10+ years of progressive and demonstrated leadership experience in client experience, customer success, stakeholder engagement, service strategy, program operations, or related disciplines
Demonstrated success leading enterprise client experience or customer success initiatives
Experience developing and implementing client experience strategies, measurement frameworks, and continuous improvement programs
Strong understanding of client journey management, experience design principles, and organizational change management
Proven ability to influence senior leaders and lead cross-functional initiatives in complex organizations
Experience leveraging data, analytics, and client insights to drive strategic decision-making
Exceptional communication, relationship-building, facilitation, and stakeholder management skills
Knowledge of written and spoken English is required
Bilingualism considered an asset
Lived experience or perspectives connected to Indigenous worldviews are considered strong assets

Benefits

Comp & perks

Accommodation during the recruitment process
Human review of AI-assisted recruitment activities