Program Lead, Ottawa (Client Services & Team Leadership)

Full time permanent, Ottawa fully remote (vacant position)

Who We Are

The Canada Homestay Network Society is a family-run, non-profit society, that has helped tens of thousands of students find a home away from home in Canada. We connect international students with compassionate and caring families in Canada, creating enriching cultural experiences for both students and host families for the past 30 years.

Be part of something that matters! Join a team that connects international students with compassionate and caring families in Canada, creating enriching cultural experiences for both students and host families.

About the Program Lead position

We are seeking an enthusiastic and experienced professional who excels at leading teams and fostering positive, effective relationships with clients and agents.

The Program Lead is central to the success of our homestay programs, driving team accountability, leading projects, managing client partnerships, and shaping the overall program and business strategy.

This is a permanent full-time (40hrs a week) position, with open availability and flexible working hours including weekdays, weeknights and weekend:

Based in Ottawa, it is a remote position with an hourly wage of $28.00 -32.00, inclusive of regional differentials and based on previous experience.

Key responsibilities

• Uphold the highest level of Customer Service by being flexible, attentive, reliable and responsive with all partners and customers;

• Invest in developing effective working relationships with clients, and agents, and work; collaboratively with the National Operations Lead to address complex or sensitive partner issues;

• Provide direct supervision, mentorship, and performance oversight for Relationship Managers;

• Conduct regular check-ins and 1:1s to monitor individual performance, offer coaching, and support professional development;

• Proactively address employee engagement concerns, escalating to the National Operations Lead where appropriate;

• Document all relevant aspects of decisions, communications, and interactions in a timely way;

• Maintain data integrity in all of our organization databases;

• Participating in various departmental meeting;

• Travel from time to time.

The successful candidate will have

CHN is a Living Wage certified employer and determines our compensation based on where our team members live and work by using geographic differentials. As the living wage varies greatly across Canada, the differentials ensure that CHN is able to invest significantly in fair compensation packages across the country. The posted wage range for this role is inclusive of all regions as we are considering candidates from across the country.

Applications for this role will be accepted until the position has been filled.

Our recruitment process relies on human review. We do not use artificial intelligence (AI) tools to screen, select, or assess candidates.

We thank all those who apply but only those applicants who are selected for an interview will be contacted.

This position will remain open until filled.