Program Lead - Ottawa

About the role

The Canada Homestay Network Society, a family-run non-profit connecting international students with host families in Canada, is hiring a Program Lead in Ottawa. Reporting to the National Operations Lead, the Program Lead drives team accountability, leads projects, manages client partnerships and helps shape the program and business strategy. The position is permanent full-time (40 hours a week), mostly remote with occasional travel to Eastern Ontario and Montreal, and pays CAD 28-32 per hour.

Key responsibilities

• Deliver high-quality customer service to partners and customers, and build strong working relationships with clients and agents
• Work with the National Operations Lead on complex or sensitive partner issues
• Supervise, mentor and oversee the performance of Relationship Managers, with regular check-ins and coaching
• Address employee engagement concerns and escalate them where appropriate
• Document decisions, communications and interactions, and maintain data integrity in the organization's databases
• Take part in departmental meetings and occasional travel

Required profile

• 3+ years of customer service experience
• 5+ years working with international students
• 1+ year of leadership experience
• Post-secondary education (college diploma or bachelor's degree) in International Studies, Social Sciences or a related program
• Able to work independently in a virtual office and handle complex, sensitive situations with multiple stakeholders
• Strong verbal and written English; French is an asset for Quebec and parts of Ontario
• Must pass a criminal record check and a vulnerable sector check

Required skills

• Word, Excel, email and database skills
• Exceptional customer service skills

Applications close when the position is filled; the employer reviews applications by hand and does not use AI screening.