Director, Operations and Service Delivery

Position Title: Director, Operations and Service Delivery

Locations: 355 Church Street, suite 201, Toronto, ON, and 245 Fairview Mall Drive, Unit 201, North York, ON, and with the possibility of working at any of our other locations.

Vacancy: New

Vacancy number: MGT-0002

Number of openings: 1

Hours: Full-time, Hybrid

Classification: Permanent - Full Time

Application Deadline: Ongoing

Position Summary

The Director of Operations and Service Delivery is a key member of the senior leadership team, responsible for overseeing the strategic and operational execution of all client-facing programs and services, including employment, settlement, language and skills development streams. This role ensures that programs are delivered efficiently, aligned with organizational priorities, and responsive to the evolving needs of the communities served.

Reporting to the Executive Director, the Director provides leadership and managerial oversight to a team of Senior Program Managers and program managers, fostering a culture of collaboration, accountability, and innovation. The Director plays a critical role in operational planning, program integration, quality assurance, and continuous improvement. They also contribute to strategic planning, organizational development, and stakeholder engagement, while ensuring services meet funder expectations and regulatory compliance.

With a strong focus on performance management, cross-program alignment, and resource optimization, the Director ensures high-quality service delivery that advances the organization's mission and strategic goals.

Key Responsibilities

• Strategic Development & Implementation: Lead the development and implementation of service delivery strategies, operational plans, and organizational priorities. Align program goals and service models with the organization's mission, strategic plan, and community needs
• Program Development & Oversight: Work with the Executive Director to develop and track opportunities for new program development appropriate to NEW’s capabilities and objectives as defined in NEW’s Strategy, Work Plans and other relevant documents. Drive high impact initiatives focused on organizational growth by managing risks, meeting milestones, and ensuring deliverables align with organizational objectives. Collaborate with internal teams to ensure quality assurance, refine programming, and monitor progress through data-driven decision-making.
• Stakeholder Engagement: Act as the primary liaison between executive leadership, program staff, external partners, and funders to ensure strategic alignment and operational efficiency.
• Technology System Centralization: Collaborate with technical experts to support the selection and implementation of an integrated technology system to streamline intake and communication processes.
• Accreditation: Lead the planning, coordination, and execution of all accreditation processes. Serve as the primary liaison with accrediting bodies, ensuring timely submission of documentation and preparation of staff and stakeholders for site visits or assessments.
• Evaluation & Reporting: Ensure quality assurance of programs by establishing clear success metrics, implementing monitoring and evaluation frameworks, and regularly tracking progress. Provide comprehensive updates to the Executive Director and relevant stakeholders.
• Funding Support: Support the development of a funding model by identifying funding opportunities and supporting relationships with potential donors. Lead the development, writing and timely delivery of proposals to public and private funding organizations, based on emerging opportunities throughout each fiscal year
• Operational Excellence Leadership: Identify and lead the implementation of strategies to optimize operational efficiency, including improving how, what, and who does the work. Manage the Continuous Improvement process for Service Operations, ensuring opportunities are captured, quantified, prioritized, and their impact is tracked on an ongoing basis.
• Team Building and Development: manage, and develop a strong team of staff, program/project managers, and program development professionals. You will serve as a “player/coach” to motivate and mentor their teams.

Qualifications and Experience

• A university degree in business administration, public administration, social sciences, nonprofit management, or a related field. A master’s degree is highly desirable.
• Minimum 7-10 years of experience in project management, strategic development, nonprofit leadership, or a related area, preferably in the social impact space.
• Proven experience in program design, evaluation, successful funding proposals and grants, stakeholder engagement, and organizational transformation.
• Management experience in a unionized environment is a strong asset.
• Experience leading successful accreditation processes is an asset.
• Strong proficiency in project management tools and software.
• Strategic thinking and creative problem-solving.
• Strong knowledge and application of impact measurement and evaluation.
• Strong verbal and written communication, including the ability to develop high quality, compelling materials.
• Strong skills in Excel and PowerPoint.
• Experience using CRM/database management for program delivery and intake processes.
• Experience in Budget management.
• Ability to drive projects independently while maintaining alignment with the broader organizational vision.
• Demonstrated passion for creating social change and addressing systemic inequities, through professional/lived experience.
• Excellent interpersonal and communication skills, including the ability to build strong relationships with diverse groups of stakeholders.
• Demonstrated leadership, initiative, and willingness to be hands-on.
• Flexibility to perform a multifunctional role in a small, nimble team in a fast-paced, complex work environment.
• Demonstrated cultural competence working across many different populations.

Apply Now

If you’re passionate about leveraging your program management skills to make a social impact, we’d love to hear from you!

Note: Accommodations are available upon request for all aspects of the selection process. Please inform us of any needs in advance.