Senior Manager, Employment Services

About The Career Foundation: The Career Foundation is a dynamic non-profit organization and registered charity that offers a wide range of employment, training, and workforce development services to job seekers and employers. Since its inception in 1988, The Career Foundation has steadily expanded its services. Operating out of seven locations in the Greater Toronto Hamilton Area, as well as offices in British Columbia, Alberta, and Nova Scotia, we now help thousands of people each year successfully achieve their employment goals. Our team of dedicated professionals has described The Career Foundation as caring, compassionate, innovative, and team-oriented. For more information about us and our services, please visit our website at CareerFoundation.com.

Some of the benefits and features available to our employees include:

• Competitive compensation 

• A comprehensive health benefits plan that includes massage therapy, naturopath services, travel coverage, and much more 

• A comprehensive dental insurance plan 

• An RRSP Matching benefit 

• An Employee & Family Assistance program 

• Employee wellness initiatives 

• Paid days off for religious observance purposes 

• Paid days off for personal wellness purposes

Position Summary

Reporting to the Director, Employment Services, the Senior Manager, Employment Services provides strategic leadership and senior-level oversight for an assigned portfolio of The Career Foundation’s programming. This includes five full-suite Employment Centres operating under the Integrated Employment Services (IES) model in Toronto, Etobicoke, York, North York, and Scarborough, as well as our Disability Employment Services Program.

Working closely with the Director, the Senior Manager, Employment Services is accountable for ensuring assigned programs meet or exceed funder-mandated contractual obligations and performance targets.

This role is critical to maintaining program excellence, driving continuous improvement, ensuring compliance with funder requirements, and strengthening team performance and client outcomes.

The ideal candidate is a strategic, results-oriented leader who thrives in a fast-paced environment and can translate complex concepts into clear, actionable direction. You are committed to empowering teams, supporting clients, and building strong community partnerships. You bring a strong background in employment services, along with experience in operational planning, performance management, and financial oversight, and a passion for advancing inclusive, community-based employment solutions.

Position Type:
Full-time (37.5 hours per week)

Salary:
The annual starting salary for this position is $90,000.

Location and Travel Requirements
The designated base location for this position is The Career Foundation’s North York office (Lawrence Ave. W. & Allen Rd.). The Senior Manager, Employment Services, is also required to regularly travel to and work from all five of our locations where the assigned portfolio of programs is based, including Toronto (Yonge St. & St. Clair Ave. E.), Etobicoke (Islington Ave. & Hwy 401), York (Lawrence Ave. W. & Weston Rd.), Scarborough (Kingston Rd. & Midland Ave.), and the North York location.

Regular travel to all sites is required to fulfill the core deliverables of the position. The role also currently permits a hybrid-remote work schedule, allowing for one work-from-home day per week, based on operational needs, as well as team and individual performance. A full-time in-office work arrangement is also available, if preferred.

The successful candidate should possess a valid Ontario G driver’s licence and a reliable vehicle for frequent travel between locations and other stakeholder sites within all communities served.

Vacancy Status:
This posting is for an existing vacancy.

Start Date: 
As soon as possible.

Reporting to:
Director, Employment Services

Vulnerable Sector Check Requirement:
An offer of employment for this opportunity will be contingent on the incumbent providing an acceptable Vulnerable Sector Check (VSC).

Use of Artificial Intelligence:
Artificial intelligence (AI) is not currently used to screen, assess, or select applicants at any stage of the hiring process.

Responsibilities include:

Operational Leadership and Program Strategy

• Provides strategic oversight of all programs within the assigned portfolio, ensuring systems are in place to drive effective execution, meet funder contractual outcomes, and meet or exceed performance requirements.

• Supports the Director, Employment Services in leading operational planning and execution, ensuring alignment with funder expectations, organizational priorities, and continuous service improvement.

• Drives excellence in service delivery, employment readiness, financial incentive management, and employment outcomes, including the IES pay-for-performance model.

• Oversees site-specific operations and performance providing ongoing feedback and ensuring appropriate accountability measures are implemented.

• Maintains performance tracking systems across the portfolio, including the use of tools (e.g., Power BI) to develop and monitor dashboards with key success and risk indicators.

• Proactively identifies and mitigates program and operational risks, providing recommendations to the executive team.

• Builds and maintains strong relationships with funders, community partners, employers, and sector leaders to enhance program visibility and support strategic collaborations.

• Prepares funder reports, business plans, and other communications.

• Performs other relevant responsibilities as needed.

Service Delivery and Client Experience

• Provides leadership to program management in service quality to ensure clients receive personalized service plans, with staff addressing individual barriers through thoughtful, goal-oriented interactions and action planning.

• Monitors service quality frameworks aligned with organizational customer service standards, using results to inform continuous improvement.

• Fosters a client-centered culture focused on timely employment outcomes and long-term job retention.

• Monitors partner engagement to ensure wraparound supports meet client needs.

• Periodically reviews workshops, training sessions, and information sessions to ensure content is current, engaging, and aligned with labour market trends.

• Collaborates with the Director of Quality Assurance to implement service improvements and oversee quality standards.

• Handles escalated client concerns, ensuring adherence to internal protocols and procedures.

• Ensures effective collaboration with Ontario Works and community partners to support seamless client service integration.

• Represents The Career Foundation at community partner meetings.

• Performs other relevant responsibilities as needed.

Program Monitoring and Continuous Improvement

• Oversees performance management of service delivery, including key performance indicators and service utilization targets, ensuring contract compliance and continuous improvement.

• Proactively addresses underperformance by implementing corrective action plans in consultation with the Director, Employment Services.

• Uses data and analytics to identify trends, gaps, risks, and opportunities for service enhancement.

• Aligns program activities with labour market demand to support effective client outcomes.

• Collaborates with program management to develop and implement outreach strategies that maintain strong client intake, including diverse and equity-deserving groups.

• Works with the Director of Quality Assurance to oversee audit processes for client files and service records, ensuring accuracy and compliance.

• Liaises with program management and funders to resolve issues, implement solutions, and ensure timely follow-up.

• Oversees program quality with a focus on achieving stakeholder satisfaction and meeting or exceeding targets for effectiveness, service quality, and efficiency.

• Performs other relevant responsibilities as needed.

Performance Management and Team Development

• Provides leadership to management and frontline teams across service areas, including assessment, case management, job search, job matching, placement incentives, retention support, and employment verification.

• Ensures program management consistently enforces organizational policies (e.g., privacy, security, attendance, performance management) and addresses non-compliance.

• Monitors individual and site performance and addresses performance concerns with management through coaching, documentation, and corrective action in consultation with HR and senior leadership.

• Attends IES management meetings to share updates and support problem-solving.

• Supports performance appraisals for program management in collaboration with the Director, Employment Services, ensuring timely and thorough evaluations.

• Ensures training plans remain current and effective.

• Fosters a positive, collaborative work environment with an open-door approach to feedback and support.

• Mediates workplace concerns as needed, consulting with HR where appropriate, and ensuring proper documentation.

• Promotes the effective use of organizational technologies to enhance productivity and client outcomes.

• Supports recruitment efforts for open positions within the assigned portfolio, including interviewing candidates with program management and providing recommendations.

• Performs other relevant responsibilities as needed.

Financial Oversight and Budget Management

• Monitors and ensures effective allocation of financial resources in alignment with contractual obligations, including client supports and brokered agreement budgets.

• Supports the Director, Employment Services in managing pay-for-performance projections.

• Collaborates with Finance to ensure operational budgets are accurate and up-to-date.

• Reviews and approves program-related expenses in accordance with organizational policies.

• Performs other relevant responsibilities as needed.

Contract Compliance and Administrative Oversight

• Serves as a key liaison with program funders regarding contract requirements and updates.

• Maintains oversight of funder reporting schedules and ensures timely, accurate submissions.

• Ensures compliance with documentation standards across all internal and external systems.

• Regularly analyzes performance data to identify risks and implement mitigation strategies.

• Reports on program outcomes, objectives, and KPIs to the executive team.

• Performs other relevant responsibilities as needed.

Qualifications/Skills Required:

• Demonstrated experience in successfully managing programs under the Employment Ontario Integrated Employment Services (IES) pay-for-performance model.

• A minimum of 5 years of progressive leadership experience, including direct accountability for program performance, budget oversight, and team management.

• University degree in a related field relevant to the scope of the position, or an equivalent combination of education and experience.

• Exceptional rapport-building and relationship management skills with stakeholders at all levels.

• Proven ability to strategically oversee multi-site program operations and lead cross-functional teams to achieve performance targets and service excellence.

• Demonstrated experience in performance management, including conducting evaluations, coaching staff, and implementing corrective action plans.

• Experience in preparing funder reports, managing compliance audits, and maintaining accurate documentation in accordance with contractual and privacy requirements.

• Proven strategic thinker with strong attention to detail and mathematical aptitude, with the ability to identify, track, and resolve errors efficiently.

• Strong understanding of employment services best practices, including case management, job matching, retention strategies, and inclusive employment approaches.

• Capable of working under pressure and meeting deadlines in a fast-paced, target-driven environment with shifting priorities.

• Excellent verbal and written English communication skills, with experience writing high-quality reports. Bilingualism is considered an asset.

• Tech-savvy, with experience using CRM systems, advanced Excel functions, and Power BI, considered a strong asset.

• Advanced proficiency in Microsoft Office Suite, including Outlook 365 applications such as Teams and SharePoint.

• Must possess the aptitude and willingness to learn and work with new online systems and technologies.

• Strong problem-solving and conflict resolution skills, with the ability to mediate issues and implement effective solutions.

• Excellent interpersonal skills, with a proven ability to demonstrate tact, diplomacy, and exceptional customer service.

• Professional and courteous approach to client service, with a high level of respect for the diversity of the people served.

• High ethics with a proven ability to maintain sensitive information, uphold confidentiality standards, and exhibit sound judgment.

• Valid Ontario G driver’s licence and a reliable vehicle for frequent travel to program sites and stakeholder locations, including those not accessible by transit.

• Willingness and flexibility to occasionally work outside regular business hours when required to ensure the team meets all objectives.

• Proactive and solutions-oriented leader who fosters a positive team culture, leads by example, and consistently demonstrates initiative, accountability, and a strong commitment to collaboration and shared success.

The Career Foundation’s Commitment:

The Career Foundation is committed to diversity and inclusion and aims to create a healthy and rewarding environment for all. We welcome applications from qualified individuals who represent the diversity of the people we proudly serve, including, but not limited to, visible minorities, women, persons with disabilities, Indigenous peoples, and individuals of all genders and sexual orientation. The Career Foundation, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA), is also committed to accommodating applicants with disabilities throughout the recruitment process. We will work with candidates requesting accommodation at any stage of the hiring process.