Manager, Navigation Services

Venor is proud to partner with our client, Brightisle, in the recruitment of a Manager, Navigation Services. Brightisle is a leading provider of health and community care services in Newfoundland and Labrador and are energized by the challenge to improve our collective health and well-being and to make care better. As part of a collaborative initiative involving government, community, and sector partners, Brightisle is supporting the implementation of an innovative service model focused on enhancing access to community-based supports. This work brings together technology, service excellence, and person-centered approaches to improve outcomes and strengthen independence, choice, and inclusion for the individuals and families served. ( You’ll Be Doing
Lead, coach and support a team of Navigators and System Administrators to deliver accurate, respectful and participant-centered service across phone, email, text, video and digital channels.Build a stable, engaged and accountable team culture that balances empathy, service quality and employee wellbeing.Set clear expectations, monitor individual and team performance, and complete formal performance management processes when required.Manage attendance, shift assignments and day-to-day staffing needs, including coverage across evenings and weekends.Partner with Human Resources on recruitment, onboarding, employee relations and corrective action.Support participants, families and service providers directly when concerns are complex, urgent or require management-level intervention.Monitor queue activity, response times, escalations, participant satisfaction and documentation quality, and lead regular performance reviews to identify and correct emerging risks.Support achievement of contractual service-level expectations, including response-time and escalation standards.Lead or coordinate quality assurance activities such as call monitoring, case-note audits and targeted coaching.Oversee the work of System Administrators supporting system access, troubleshooting and workflow issues, and ensure technical escalations are logged and resolved.Deliver and coordinate structured onboarding and training for new Navigators and System Administrators, including practice, observation and readiness assessment.Ensure staff comply with privacy, confidentiality, accessibility and information-security requirements, and respond promptly to any actual or suspected incident.Work closely with the Director of Operations and peer Managers to maintain consistent expectations and decision-making across teams.What We Are Looking For
Post-secondary education in business, operations, social services, health services or a related field, or an equivalent combination of education and experience.Progressive leadership experience managing frontline teams in a contact centre, customer support, intake, navigation, human services, healthcare or similarly structured service environment.Demonstrated experience leading high-performing teams against service levels, productivity measures and key performance indicators.Experience with workforce scheduling, queue management, coaching, performance management and quality assurance.Experience leading structured onboarding and training, including facilitation and employee readiness assessment.Experience managing escalated customer or participant concerns and communicating effectively in difficult or sensitive situations.Experience using CRM, contact-centre or case-management systems.A Bonus Experience with Salesforce.Experience working with seniors, adults with intellectual disabilities, individualized funding, community services or public-sector programs.Experience in a regulated or privacy-sensitive environment.Bilingualism in English and French.As a proud equal opportunity employer, the Brightisle team celebrates diversity and is committed to creating a workplace where everyone feels valued and respected.We believe that diverse perspectives fuel creativity and innovation, driving us all forward.If you're looking for a place where your career can thrive, where diversity is celebrated, and where your values align with your work, Brightisle is the place for you!
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