项目与服务体验总监
Director, Programs & Service Experience
总监，项目与服务体验是一个高级领导职位，负责将组织战略、项目和服务设计与开发、实施计划以及客户体验相连接，以确保Mitacs提供高影响力的项目和服务，满足利益相关者的需求。
该职位负责项目管理和服务设计与开发，并对确保项目和服务从概念到执行的有效转化负责。通过整合规划、实施准备、服务设计、客户洞察和运营协调，总监确保Mitacs的项目和服务可扩展、有效、以客户为中心，并与组织优先事项保持一致。
与业务发展、项目开发、服务交付、研究、市场、财务、运营卓越及技术与产品管理团队紧密合作，总监推动跨职能协作，以支持成功的项目启动、利益相关者采用、运营卓越和长期项目影响。
总监在塑造和交付Mitacs across整个客户生命周期的项目和服务方面是关键的组织领导者。
主要职责
项目策略、规划与赋能
- 为Mitacs项目、服务、资助机会和战略举措的规划、实施和持续演进提供战略领导。
- 将组织优先事项转化为可执行的实施方案、运营计划、治理框架、政策和标准。
- 领导运营准备、实施规划、启动协调、利益相关者参与、培训和采用活动。
- 向高级管理层提供建议，关于实施可行性、风险、依赖性、组织影响和资源需求。
- 在项目开发、业务发展、服务交付、财务、市场、研究和技术团队之间领导跨职能的规划和执行。
- 监控项目绩效、风险和成果，以推动持续改进、运营卓越和项目影响。
- 通过有效的实施规划、变革准备和采用，支持企业转型计划。
- 客户体验与服务设计领导力
- 在整个组织中倡导以客户为中心的方法，确保利益相关者的需求、洞察和反馈影响决策和项目设计
查看英文原文
The Director, Programs & Service Experience is a senior leadership role responsible for connecting organizational strategy, program and service design and development, implementation planning, and client experience to ensure Mitacs delivers high-impact programs and services that meet stakeholder needs.
The role provides leadership for Program Management and Service Design & Development and is accountable for ensuring programs and services are effectively translated from concept to execution. By bringing together planning, implementation readiness, service design, client insights, and operational coordination, the Director ensures Mitacs programs and services are scalable, effective, client-centred, and aligned with organizational priorities.
Working closely with Business Development, Program Development, Service Delivery, Research, Marketing, Finance, Operational Excellence and Technology & Product Management teams, the Director drives cross-functional collaboration to support successful program launches, stakeholder adoption, operational excellence, and long-term program impact.
The Director serves as a key organizational leader in shaping and delivering Mitacs programs and services across the client lifecycle.
Key Responsibilities
Program Strategy, Planning and Enablement
- 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 effective implementation planning, change readiness, and adoption.
Client Experience & Service Design Leadership
- Champion a client-centered approach across the organization, ensuring stakeholder needs, insights, and feedback inform decision-making, program design, and service delivery.
- Establish client experience goals, standards, and measures to strengthen satisfaction, engagement, and long-term stakeholder relationships.
- Lead the design and continuous improvement of end-to-end client and participant experiences across Mitacs programs and services.
- Oversee service design activities, including journey mapping, service blueprinting, testing, and implementation support.
- Partner closely with Product Management and organizational leaders to 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 while promoting accountability for client experience results across the organization.
Team Leadership & Development
- Lead and develop high-performing teams responsible for Program Management and Service Design & Development.
- Foster a collaborative, inclusive, and accountable culture focused on service excellence, innovation, and continuous improvement.
- Provide coaching, mentorship, and development opportunities to support employee growth and succession planning.
- Ensure team structures, capabilities, and resources align with organizational priorities and future needs.
- Lead teams effectively through change, promoting engagement, clarity, and operational excellence.
Qualifications
- 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.
- Bilingualism considered an asset. Knowledge of written and spoken English is required in this role as you will interact with colleagues, clients, and stakeholders located across Canada.
- Mitacs is committed to reconciliation with Indigenous communities across Canada. Lived experience or perspectives connected to Indigenous worldviews are considered strong assets.
Equity, diversity, and inclusion and reconciliation are strong commitments at Mitacs: Equity, Diversity, and Inclusion - Mitacs. We believe a diverse workforce comprised of individuals with different lived experiences, ideas, strengths, and backgrounds (e.g., gender identities and expressions, Indigeneity, race, abilities, sexual orientation, and other identities) are crucial to our success. We welcome everyone to apply and encourage you to connect with us if you require accommodations during the recruitment process.
Hiring Range: $126,675 - $160,455
Hiring and Salary Range Transparency
Typically, employees are hired, transferred, or promoted within the salary range, specifically between the minimum and midpoint in the hiring range.
The salary range refers to the range of base salaries for a given position, encompassing the minimum and maximum amounts. The midpoint of the range is positioned approximately halfway between the minimum and maximum, indicating a fully qualified employee with comprehensive job knowledge and experience for the role.
Only in rare and exceptional circumstances, where a candidate has the experience, skills, and expertise that far exceed those required for the position, would we consider paying above the hiring range for this role.
Our recruitment process may use artificial intelligence (AI)-enabled tools to support activities. Any use of AI is subject to human review and all hiring decisions are made by a human member of our hiring team.
Originally posted on Himalayas