Gestionnaire, Service à la clientèle / Manager, Customer Service

Competition # 2026-102-CP Senior Manager, Newcomer Language Services (2026-102-CP)
Employment Type: Permanent Full-Time, (Non) Bargaining Unit
Work Hours: 35 hours/week (M-F 9am-5pm) (Some evenings and weekends are required)
Onsite – Limited opportunities to work remotely/Hybrid
Application Deadline: January 28, 2025, by 11:59 pm

WoodGreen is a team of diverse and innovative change makers working together to make a difference in our communities. A United Way Anchor Agency with a proven track record and an entrepreneurial mindset, we continuously seek to develop solutions to critical social needs while striving to become a Centre for Equity.
org to learn more about who we are and to review our Equity Statement . We are committed to building an inclusive and diverse workforce, representative of the communities we serve. We encourage, and are pleased to consider, applications from Indigenous peoples, racialized persons/persons of colour, women/women identifying, persons with disabilities, 2SLGBTQIA+ persons, and others who contribute towards promoting innovative ideas and solutions.

Program Overview – Newcomer Language Services, Community Programs
The Senior Manager, Newcomer Language Services, will play a crucial role in supporting the successful integration of newcomers to Canada by enhancing and implementing high-quality language program and overseeing a team of management and unionized language instructors as well as administrative staff. The position will lead the development, implementation, and evaluation of language programs to enhance the language skills of newcomers and facilitate their integration into Canadian society.
The incumbent will be a key member of the Community Programs Unit Management Team that drive unit wide initiatives and act as a champion for strategic undertakings.
Develop and oversee language instruction programs tailored to the needs of newcomers, including language proficiency assessments, curriculum design/lesson plan, and course materials.
Prepare annual operating plans, work plans to expand services, enhance effectiveness of the program, and build efficiency and innovation in the language services for newcomers to Canada.
Support new business development opportunities to achieve the department’s objectives.
Collaborate with community organizations, sector agencies, and other stakeholders to ensure program alignment with funder and sectoral policies and newcomer integration goals.
Prepare statistical and narrative reports for assigned sites to demonstrate quantity and quality of services. Analyze data and make adjustments to operational strategies to align services offering to achieve funder and organization expectations.
Represent the organization at sectoral networks & partnerships to build localized collaboratives addressing gaps and opportunities in service delivery.
Apply ongoing research to identify trends and opportunities that inform strategy implementation, relationship building and outreach objectives.
Collaborate with and supports other management colleagues internally and across teams to develop service integration strategies to prioritize language training initiatives.
Manage program budget and report significant variance and proposes adjustments to budget allocations to address surpluses or deficits.
Stay informed about current trends and best practices in language instruction and incorporate them into program development.
Support the Director in improving operational procedures and conducts audits of client services and case notes to ensure staff compliance with professional and organizational standards.
Take lead in conceiving and or managing any strategic projects that are related to enhance language learning and contribute to employment pathways of newcomer clients.
Recruit, hire, train, mentor, direct and supervise a team of language instructors, support staff, and volunteers to enhance their performance outcomes, teaching skills and cultural sensitivity.
Participate in quality improvement initiatives and implement continuous improvement strategies to enhance program quality and outcomes.
Procure and maintain educational materials, technology, and resources necessary for effective language instruction.
Support the team to address student concerns and help newcomers overcome any barriers to achieve their language learning goals.
Have overall accountability of ensuring Care for Newcomer Children (CNC) program follows the requirements of Children Monitoring and Assistance Services (CMAS).
Support Supervisor to carry out operation, regular audit on CNC curriculum plans, activities and children attendance.
Support with overall accountability of ensuring Enhanced Language Training (ELT), Community Connections, and CNC program achieve their goals, objectives and Performance Indicators.
Expand partnership network, maintain regular relationships with LINC Centers, CMAS and other agencies, Local Immigration Partnerships (LIPs), maintain and collaborate with local community organizations and various partners to expand program reach and resources for newcomers.
Prepare regular reports and share program and staff performance metrics with team, individual staff, senior management and stakeholders as appropriate.
Abide by the anti-racism, anti-oppression objectives and community development principles of the organization.
Master's degree in Education, Adult Education, Linguistics.

• TESOL (Teaching English to Speakers of Other Languages) Certificate.
• 5+ years of experience teaching and managing Language Instruction to Newcomers to Canada

Understanding of language instruction, program management, and a commitment to fostering inclusivity and cultural sensitivity.
Knowledge and experience in ESL curriculum planning and Canadian Language Benchmarks.
Strong leadership and team management skills, especially in a unionized environment.
Knowledge of adult education principles and teaching methodologies.
Demonstrated skills of communicating with community partners and external organizations.
Experience in program planning and evaluation.
Knowledge of Canadian immigration policies and multiculturalism.
Proficiency in multiple languages is an asset.
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