Join us at Ottawa Community Housing, where we are more than a home to about 33,000 tenants across approximately 15,500 homes. As Ottawa's largest social and affordable housing provider, ranking second-largest in Ontario and fourth-largest in Canada, we're committed to enhancing tenant well-being through partnerships with local service providers and support agencies.

At OCH, diversity and equal opportunities are at the core of our workplace culture. We strive to mirror the vibrant communities of our city and have been honoured as the National Capital Region's Top Employer every year since 2018.

WE ARE PROUD BECAUSE EVERY DAY WE MAKE A DIFFERENCE! Together, we're transforming tenants' lives by “providing more than a home, because we care”.

What we offer

Joining OCH means making a meaningful difference every day. We provide opportunities to positively impact your community in multiple ways. Recognizing that our employees are the cornerstone of our organization, we offer a comprehensive and competitive compensation and benefits package, flexible work options, professional development opportunities, health and wellness programs, and more.

What we seek

OCH is seeking a Manager, Quality Standardization and Assurance to support the implementation and operation of its Quality Standardization Program. Reporting to the Senior Manager, the role drives quality standardization, training, project delivery, and daily quality management practices to ensure quality standards are embedded in operations and sustained through continuous improvement.

Manager, Quality Standardization and Assurance with OCH

In this role, you will strengthen operational excellence by driving consistent quality standards, continuous improvement practices, and data-informed decision-making across OCH. You will help ensure safe, reliable, and efficient housing operations while building organizational capacity to adapt, innovate, and meet the evolving needs of tenants and communities.

As a Manager, Quality Standardization and Assurance, some of the things you will do include:

Quality Standardization and Assurance

Support OCH's Quality Standardization Roadmap by developing and maintaining quality standards, SOPs, audits, and continuous improvement processes that promote tenant-focused service excellence and informed, data-driven decision-making. Lead Daily Quality Management Systems (DQMS), including visual management, operational routines, performance reporting, and data analysis, to drive consistent quality outcomes, identify improvement opportunities, and embed best practices across frontline operations.

Training Design and Delivery

Support and lead the design, development, and delivery of quality-related training programs for staff across assigned service areas, ensuring consistent understanding and application of quality standards, SOPs, and continuous improvement practices. Facilitate LEAN training sessions and support the employee certification pathway, tracking participation, completion, and competency outcomes. Create accessible, practical training materials, including guides, toolkits, job aids, and e-learning resources, that reinforce quality standards in day-to-day operations. Coach and mentor Quality Leads on training facilitation techniques, helping build internal capacity for quality program delivery across decentralized teams.

Project Coordination and Implementation Support

Serve as a primary project support resource for quality standardization initiatives, contributing to project planning, coordination, scheduling, and execution across assigned service areas. Develop and maintain detailed project plans, work-back schedules, and implementation timelines, ensuring all milestones and deliverables are clearly defined, assigned, and tracked. Coordinate cross-functional project activities, facilitating working sessions, managing action logs, and ensuring stakeholder accountability throughout the project lifecycle. Support the rollout of new quality standards, SOPs, tools, and systems by preparing implementation guides, communications, and readiness assessments for impacted teams. Identify and escalate implementation risks, resource constraints, and scope changes to the Senior Manager in a timely manner, with recommended mitigation strategies.

People Management

Provides leadership and overall management within areas of responsibility, including assigning, monitoring and evaluating project team’s work and performance, setting work plans, priorities and expectations, coaching, developing and motivating staff, and ensuring effective service delivery. Lead and coordinate organizational transformation initiatives by facilitating complex discussions, engaging stakeholders, assessing impacts, and guiding decisions related to organizational structure, human capital, service delivery, and operating models to achieve strategic business outcomes. Ensures the timely investigation, response to, and documentation of all workplace incidents.

As a Manager, Quality Standardization and Assurance, you can look forward to

Meaningful work that improves tenant lives through safe, stable housing The opportunity to help build stronger, more inclusive communities across Ottawa A role with a purpose-driven, award-winning housing organization An inclusive culture where you can be your authentic self and feel you belong Career growth through training, mentorship, and development Opportunities to engage in DEI initiatives, peer programs, and volunteering Competitive compensation with a Total Rewards package and pension to support your health, wellbeing, and family Pride in contributing to work that makes a lasting difference in your city

What you bring

Education & Experience

A typical candidate will have the following qualifications and experience. Exceptional candidates with different qualifications will be considered at the discretion of the employer if demonstrated experience, knowledge, and ability warrant. Completion of a post-secondary program in Quality Management, Business Administration, Engineering, or a related field. A minimum of five (5) years of experience in a quality management, quality assurance, or continuous improvement role, preferably in housing, real estate, or a similar sector. Demonstrated experience supporting or leading quality standardization or continuous improvement projects, including project planning, implementation, and post-implementation review. Experience designing and delivering training programs for staff, including development of training materials, facilitation of sessions, and evaluation of learning outcomes; experience with LEAN, Six Sigma, or continuous improvement certification programs is an asset. Experience establishing and monitoring project KPIs and performance metrics, including the use of dashboards, scorecards, and reporting tools to track outcomes and communicate results. Experience deploying or operating daily quality management systems or structured daily management routines (e.g., visual management boards, tiered escalation, front-line huddles) is a strong asset. Experience applying LEAN Thinking principles in an organizational or operational context; LEAN designation or equivalent certification is considered an asset. Familiarity with systems thinking methodologies and their application to process and quality improvement. Experience working collaboratively across different organizational levels and functions. Experience in a unionized environment is an asset. Experience contributing to the development and application of standard operating procedures and the execution of quality audits. Knowledge of continuous improvement methodologies (Six Sigma, LEAN) and their practical application in a service-oriented environment. Knowledge of daily quality management systems (DQMS) and structured daily management routines including visual management, tiered escalation, and front-line huddle frameworks. Solid understanding of project management principles and practices, including project planning, scheduling, risk management, and lifecycle documentation. Knowledge of training design and adult learning principles, including curriculum development, facilitation techniques, and evaluation of learning effectiveness. Proficiency in quality management systems, performance measurement frameworks, KPI design, data analysis, and reporting tools. Understanding of relevant housing, safety, and industry regulations to ensure quality initiatives meet compliance requirements. Knowledge of change management concepts and strategies for implementing new standards and systems across diverse operational teams.

Proficiency in English, oral, reading and writing is required

Proficiency in French, oral, reading and writing is an asset

Other requirements

Satisfactory Criminal Records Check. Valid "G" driver's license or equivalent and may require access to a vehicle for business purposes. Ability to work outside of normal business hours to attend meetings and meet deadlines.

Work conditions

This is a permanent full-time (36.25 hrs per week) hybrid position with on-site attendance as required.

Other details about the role

Affiliation: Management

Salary: $94,651.72 - $118,800.04 per year

OCH is committed to providing accommodations for people with disabilities. If you require an accommodation, please notify Human Resources and we will work with you to jointly address your needs.

BUILD YOUR FUTURE. INSPIRE CHANGE. MAKE AN IMPACT.

Apply now!