Youth Service Manager

Employment Type: PermanentCompany Description
We believe in the power of work. Since 1994, we’ve been partnering with governments and local agencies across Canada to create sustainable employment opportunities for people, businesses and communities. We understand that work gives hope, strengthens relationships and drives economic growth.Job Description
Location:
Onsite - Toronto, ONAbout the roleAt WCG, we believe in the power of work to transform lives. As the
Youth Service Manager, you will lead the operations, quality, and performance of the Supporting Youth to Work team, providing leadership, coaching, and oversight to a team of Youth Coaches delivering digital engagement, resource navigation, outreach, and employment-related support to youth. You will ensure services are delivered consistently, effectively, and across extended operating hours to meet the needs of young people when they need support most.You will be responsible for maintaining a high-quality, youth-friendly service experience across all channels, while ensuring program integrity, service standards, and strong partnerships with Employment Ontario providers and community organizations. As the first point of escalation for complex situations, you will support staff through coaching, quality reviews, performance monitoring, and continuous improvement initiatives. Operating within WCG's policies and delegation of authority, you will also serve as a key spokesperson and champion for youth services.What you'll doLead, coach, support, and develop a team of Youth Coaches.Conduct regular coaching sessions, team meetings, quality reviews, and performance discussions.Support recruitment, onboarding, training, and ongoing development of staff.Foster a positive, inclusive, collaborative, and youth-centered team culture.Provide guidance on service delivery, program expectations, and professional development.Oversee daily service operations and ensure appropriate coverage across digital support channels.Manage team schedules and workload distribution to meet service demands and evening coverage requirements.Monitor service standards, response times, quality indicators, and team productivity.Act as the primary escalation resource for staff regarding complex, urgent, or high-risk situations.Represent WCG at community events and public engagementMaintain strong working relationships with Employment Ontario service providers and community partners.Coordinate referral processes, warm handoffs, and service escalation pathways.Create and maintain feedback loops between the Youth Team and the Service Provider Network.Qualifications
What you bringExperience leading or supervising staff.Experience supporting youth through employment, education or training services.Strong coaching, communication, and problem-solving skills.Strong digital literacy and virtual service delivery experience.Commitment to equity, diversity, inclusion, belonging, and accessibility.PreferredExperience leading, coaching, and developing teams that deliver youth-focused services and achieve performance outcomes.Significant experience working with youth, including supporting employment, education, career exploration, training, or life-transition goals.Experience within Employment Ontario or workforce development programs.Experience leading digital service delivery, virtual customer support, or online engagement teams.Knowledge of youth-serving systems, employment services, community resources, and referral networks.Experience with quality assurance, service design, coaching frameworks, and performance management.Post-secondary education in social services, business, community development, employment services, education, leadership, or a related field, or an equivalent combination of education and experience.Lived experience navigating employment, education, career transitions, or employment support services considered an asset.Additional Information
What we offerCompetitive salary of $80,000 to $85,000per yearComprehensive and flexible health and dental benefitsRRSP Matching program of 2.5% base earningsOngoing learning and development opportunitiesGenerous time-off policies that promote work/life balanceA diverse and inclusive workplace with a track record of high employee engagement and teamworkThe opportunity to do work that makes a difference!Diversity, Equity, Inclusion and Belonging MatterWCG isstrengthened by diversity. We arecommitted to achieving a workplace that is equitable and representative of Canada’s diverse population. We actively work to attract, develop, and retain employees from diverse and equity-deserving backgrounds who have exceptional ability and the desire to make a difference. We continuously strive to support individual needs and differences in a work environment that is built on inclusivity and respect for everyone.WCG is committed to providing an accessible, barrier free recruitment and selection process. If contacted for an employment opportunity, please advise us if you require accommodation in advance of any part of the recruitment and selection process.Passion and Lived Experience Matter!
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