Senior Director, Strategy, Performance and Service Excellence
$128,000–$170,000 year
Hybrid · Guelph, Ontario, Canada
Job Summary
Senior Director leads OCAS's Strategy, Performance and Service Excellence, driving organizational transformation and translating strategy into actionable plans across the organization. Responsible for enterprise-wide strategic and corporate planning, performance management, customer experience, service standards, and overseeing Contact Centre operations. Collaborates to ensure alignment with the refreshed strategic plan, delivers measurable results against enterprise priorities, and continuously improves service delivery for Ontario’s public colleges, applicants, and other interest holders. Requires a Master’s degree and7+ years of senior leadership experience; strong ability to translate organizational strategy into practical plans, KPIs, and performance metrics; experience designing and overseeing performance measurement frameworks; proven ability to lead customer-facing service delivery functions and drive service excellence. Benefits include hybrid work, generous vacation, pension, comprehensive benefits, and employee engagement opportunities.
Required Qualifications
- Master's degree in business administration, public administration, organizational leadership, strategy, performance management, higher education, or a related field
- Minimum of 7 years of senior leadership experience in strategy, corporate planning, organizational performance, service excellence, administration, or a related area
- At least 5 years of experience working within Ontario colleges
- Demonstrated ability to translate organizational strategy into practical plans, priorities, business plans, KPIs, and performance metrics
- Experience leading customer-facing service delivery functions, including the establishment of service standards and operational performance measures
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