Operational Lead – Customer Care, Exporter Engagement & Small Business – Inbound Sales & Service
Top Benefits
About the role
**Posting Date:**Mar 31, 2026, 11:41:44 AM
**Primary Location:**Ontario-Ottawa
**Job Type:**Permanent
**Schedule:**Full-time
**Application deadline:**April 10, 2026
Join the EDC Team!
At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade. #LI-Hybrid
**Position:**Operational Lead – Customer Care, Exporter Engagement & Small Business – Inbound Sales & Service
**Employment Type:**Permanent
Compensation Details:
- Cust. Care (Program Mgr) 18: Salaries typically range from $96, 557 to $128, 743 annually, based on qualifications and experiences, plus a performance-based incentive.
Location:
-
Export Development Canada operates in a hybrid work environment, with a current requirement of two in-office days per week, increasing to three days per week in September 2026**(subject to change).**
-
This role can be performed from EDC’s headquarters in Ottawa.
-
Relocation assistance is available for candidates who meet the eligibility criteria.
About EDC:
At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.
Why Join EDC?
-**Comprehensive Benefits:**EDC offers a competitive compensation & benefits package, work-life balance, & the opportunity to help make Canada and the world better through trade.
-**Work-Life Balance:**EDC offers a competitive compensation package & work-life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday’s & no meeting Fridays.
-**Professional Development:**Take advantage of our continuous learning opportunities, including training programs, workshops and language training.
-**Inclusive Culture:**Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed.
-**Wellness Programs:**Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy.
-**Community Engagement:**Participate in volunteer opportunities and give back to the community through our various social responsibility programs.
Team Overview:
The Customer Care Team (CCT), Exporter Engagement Team (EET), and Small Business National Accounts (SBNA) teams work together to deliver seamless service, support, and growth for Canadian exporters.
The Customer Care Team provides service and operational support to customers across all market segments. The team resolves technical issues, assists with navigation of digital tools, handles policy administration inquiries, and ensures customers receive timely and accurate support throughout their journey.
The Exporter Engagement Team acts as the primary inbound contact point for prospects and partners. The team triages inquiries, educates new exporters on EDC solutions, and qualifies leads generated through marketing, partner channels, and digital pathways, ensuring high potential opportunities are directed to the right teams quickly.
Small Business National Accounts focuses exclusively on small business customers, prospects and partners, supporting exporters long‑term growth through proactive account management, renewals, and cross‑sell opportunities. The team manages higher‑growth and more complex customer needs within the Small Business portfolio, using both dedicated account management and a pooled servicing approach to ensure customers receive the right level of support.
Together, these teams form a connected support and sales group that helps Canadian companies navigate exporting with confidence. They ensure customers and prospects receive the guidance, expertise, and support they need at every stage of their relationship with EDC.
What you will be doing:
The Operational Lead owns the design, governance, and ongoing maintenance of operational processes across the Customer Care Team (CCT), Exporter Engagement Team (EET), and Small Business National Accounts (SBNA). The role is accountable for ensuring workflows, SLAs, tools, and knowledge assets are clearly defined, documented, version controlled, and operationally effective.
As the owner of process standards and documentation, the Operational Lead represents frontline operational needs in enterprise initiatives, manages downstream impacts, and leads operational readiness and execution as systems, processes, and business priorities evolve—ensuring consistent, scalable execution across teams.
In this role, you will:
Operational Process Lead & Governance
-
Accountable for design, governance, and maintenance of operational processes across CCT, EET, and SBNA
-
Define and govern process maps, workflows, routing logic, SLAs, and operational standards
-
Ensure processes align with business priorities, regulatory requirements, and customer experience objectives
Knowledge Assets & Documentation
-
Own governance, maintenance, and version control of frontline operational documentation
-
Ensure scripts, templates, workflows, process maps, and knowledge articles are accurate, current, and controlled
-
Act as system of record for approved operational processes and standards
Technology & Systems Enablement
-
Primary operational point of contact for Technology teams supporting CCT, EET, and SBNA
-
Translate frontline operational needs into business and system requirements
-
Assess operational impacts, dependencies, and downstream effects of system changes
-
Lead operational readiness and validation for technology and system launches
Operational Change & Launch Readiness
-
Own operational readiness and execution for new tools, systems, workflows, and process changes
-
Define operational scope, readiness criteria, success measures, and handoffs
-
Coordinate execution across teams to ensure consistent adoption and continuity
Frontline Representation & Stakeholder Engagement
-
Represent frontline operational needs in enterprise initiatives and cross-functional forums
-
Manage downstream impacts and dependencies to protect frontline execution
What we are looking for
-
University degree in Business Administration, Commerce, Operations, or a related field.
-
Minimum 7 years of experience in operational support, service delivery operations, presales operations, or a similar role.
-
Strong understanding of frontline workflows in service, support, sales, or account management.
-
Understanding of EDC’s business and products
-
Demonstrated experience gathering business requirements and coordinating with technology teams.
-
Ability to translate strategy and technical requirements into operational execution.
-
Proven track record coordinating cross-functional initiatives involving business and technology stakeholders.
-
Strong communication, documentation, and stakeholder alignment skills.
-
Ability to manage multiple priorities, assess operational impacts, and bring structure to fast-paced environments.
-
Experience working with knowledge bases, workflows, and operational tools.
-
High degree of ownership, autonomy, and ability to drive execution end-to-end.
What will make you stand out
-
Frontline experience or business experience within EDC (e.g., Account Management, underwriting, operations) or comparable experience in a similar environment.
-
Experience with technology enablement, launch readiness, or change management.
-
Knowledge of EDC systems and tools such as ServiceNow, CIS, C3, or CX platforms.
-
Bilingual in English and French.
Eligibility:
EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canadaat the time of application(Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.
This position is open to individuals who meet all the essential criteria outlined above and submit their applications by the closing date.**Ready to make a difference?**This is your chance to join a dynamic, growing team and leave your mark on our organization, development finance, and the world.
Apply today!
Want to learn more about EDC? Check our website here https://www.edc.ca
EDC's Commitment to Employment Equity
Export Development Canada (EDC) is dedicated to fostering employment equity and building a diverse workforce. We are committed to creating a safe and inclusive environment that respects people from all cultures, backgrounds, and abilities. At EDC, we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow, develop, succeed, and be their truest selves.
We actively encourage applications from women, Indigenous peoples, visible minorities, persons with disabilities, and members of the 2SLGBTQI+ community.
Your application must clearly demonstrate how you meet all the requirements. We thank all applicants' interest in a career at EDC; however, only those selected for an interview will be contacted. Please note that qualified candidates may be considered for similar roles at this level within EDC.
EDC recognizes that disclosing the need for accommodations can be a personal matter. Please know that as an organization, we are committed to maintaining confidentiality and ensuring that any accommodations provided are tailored to support your needs. Our aim is to ensure you have a comfortable and positive experience throughout the recruitment process, so please do not hesitate to contact us directly for any accommodation requests at accessibility@edc.ca*. We are here to support you every step of the way.*
How to apply
***Only candidates selected for an interview will be contacted.***Application deadline: Apr 14, 2026, 10:59:00 PMEDC is committed to employment equity and actively encourages applications from women, Aboriginal people, persons with disabilities and visible minorities. If selected for an interview, please advise us if you require special accommodation.Candidates must meet the requisite government security screening requirements.
Not the right fit? Search for Operational Lead jobs in Ottawa, ON
Similar jobs you might like
Operational Lead – Customer Care, Exporter Engagement & Small Business – Inbound Sales & Service
Top Benefits
About the role
**Posting Date:**Mar 31, 2026, 11:41:44 AM
**Primary Location:**Ontario-Ottawa
**Job Type:**Permanent
**Schedule:**Full-time
**Application deadline:**April 10, 2026
Join the EDC Team!
At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade. #LI-Hybrid
**Position:**Operational Lead – Customer Care, Exporter Engagement & Small Business – Inbound Sales & Service
**Employment Type:**Permanent
Compensation Details:
- Cust. Care (Program Mgr) 18: Salaries typically range from $96, 557 to $128, 743 annually, based on qualifications and experiences, plus a performance-based incentive.
Location:
-
Export Development Canada operates in a hybrid work environment, with a current requirement of two in-office days per week, increasing to three days per week in September 2026**(subject to change).**
-
This role can be performed from EDC’s headquarters in Ottawa.
-
Relocation assistance is available for candidates who meet the eligibility criteria.
About EDC:
At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.
Why Join EDC?
-**Comprehensive Benefits:**EDC offers a competitive compensation & benefits package, work-life balance, & the opportunity to help make Canada and the world better through trade.
-**Work-Life Balance:**EDC offers a competitive compensation package & work-life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday’s & no meeting Fridays.
-**Professional Development:**Take advantage of our continuous learning opportunities, including training programs, workshops and language training.
-**Inclusive Culture:**Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed.
-**Wellness Programs:**Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy.
-**Community Engagement:**Participate in volunteer opportunities and give back to the community through our various social responsibility programs.
Team Overview:
The Customer Care Team (CCT), Exporter Engagement Team (EET), and Small Business National Accounts (SBNA) teams work together to deliver seamless service, support, and growth for Canadian exporters.
The Customer Care Team provides service and operational support to customers across all market segments. The team resolves technical issues, assists with navigation of digital tools, handles policy administration inquiries, and ensures customers receive timely and accurate support throughout their journey.
The Exporter Engagement Team acts as the primary inbound contact point for prospects and partners. The team triages inquiries, educates new exporters on EDC solutions, and qualifies leads generated through marketing, partner channels, and digital pathways, ensuring high potential opportunities are directed to the right teams quickly.
Small Business National Accounts focuses exclusively on small business customers, prospects and partners, supporting exporters long‑term growth through proactive account management, renewals, and cross‑sell opportunities. The team manages higher‑growth and more complex customer needs within the Small Business portfolio, using both dedicated account management and a pooled servicing approach to ensure customers receive the right level of support.
Together, these teams form a connected support and sales group that helps Canadian companies navigate exporting with confidence. They ensure customers and prospects receive the guidance, expertise, and support they need at every stage of their relationship with EDC.
What you will be doing:
The Operational Lead owns the design, governance, and ongoing maintenance of operational processes across the Customer Care Team (CCT), Exporter Engagement Team (EET), and Small Business National Accounts (SBNA). The role is accountable for ensuring workflows, SLAs, tools, and knowledge assets are clearly defined, documented, version controlled, and operationally effective.
As the owner of process standards and documentation, the Operational Lead represents frontline operational needs in enterprise initiatives, manages downstream impacts, and leads operational readiness and execution as systems, processes, and business priorities evolve—ensuring consistent, scalable execution across teams.
In this role, you will:
Operational Process Lead & Governance
-
Accountable for design, governance, and maintenance of operational processes across CCT, EET, and SBNA
-
Define and govern process maps, workflows, routing logic, SLAs, and operational standards
-
Ensure processes align with business priorities, regulatory requirements, and customer experience objectives
Knowledge Assets & Documentation
-
Own governance, maintenance, and version control of frontline operational documentation
-
Ensure scripts, templates, workflows, process maps, and knowledge articles are accurate, current, and controlled
-
Act as system of record for approved operational processes and standards
Technology & Systems Enablement
-
Primary operational point of contact for Technology teams supporting CCT, EET, and SBNA
-
Translate frontline operational needs into business and system requirements
-
Assess operational impacts, dependencies, and downstream effects of system changes
-
Lead operational readiness and validation for technology and system launches
Operational Change & Launch Readiness
-
Own operational readiness and execution for new tools, systems, workflows, and process changes
-
Define operational scope, readiness criteria, success measures, and handoffs
-
Coordinate execution across teams to ensure consistent adoption and continuity
Frontline Representation & Stakeholder Engagement
-
Represent frontline operational needs in enterprise initiatives and cross-functional forums
-
Manage downstream impacts and dependencies to protect frontline execution
What we are looking for
-
University degree in Business Administration, Commerce, Operations, or a related field.
-
Minimum 7 years of experience in operational support, service delivery operations, presales operations, or a similar role.
-
Strong understanding of frontline workflows in service, support, sales, or account management.
-
Understanding of EDC’s business and products
-
Demonstrated experience gathering business requirements and coordinating with technology teams.
-
Ability to translate strategy and technical requirements into operational execution.
-
Proven track record coordinating cross-functional initiatives involving business and technology stakeholders.
-
Strong communication, documentation, and stakeholder alignment skills.
-
Ability to manage multiple priorities, assess operational impacts, and bring structure to fast-paced environments.
-
Experience working with knowledge bases, workflows, and operational tools.
-
High degree of ownership, autonomy, and ability to drive execution end-to-end.
What will make you stand out
-
Frontline experience or business experience within EDC (e.g., Account Management, underwriting, operations) or comparable experience in a similar environment.
-
Experience with technology enablement, launch readiness, or change management.
-
Knowledge of EDC systems and tools such as ServiceNow, CIS, C3, or CX platforms.
-
Bilingual in English and French.
Eligibility:
EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canadaat the time of application(Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.
This position is open to individuals who meet all the essential criteria outlined above and submit their applications by the closing date.**Ready to make a difference?**This is your chance to join a dynamic, growing team and leave your mark on our organization, development finance, and the world.
Apply today!
Want to learn more about EDC? Check our website here https://www.edc.ca
EDC's Commitment to Employment Equity
Export Development Canada (EDC) is dedicated to fostering employment equity and building a diverse workforce. We are committed to creating a safe and inclusive environment that respects people from all cultures, backgrounds, and abilities. At EDC, we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow, develop, succeed, and be their truest selves.
We actively encourage applications from women, Indigenous peoples, visible minorities, persons with disabilities, and members of the 2SLGBTQI+ community.
Your application must clearly demonstrate how you meet all the requirements. We thank all applicants' interest in a career at EDC; however, only those selected for an interview will be contacted. Please note that qualified candidates may be considered for similar roles at this level within EDC.
EDC recognizes that disclosing the need for accommodations can be a personal matter. Please know that as an organization, we are committed to maintaining confidentiality and ensuring that any accommodations provided are tailored to support your needs. Our aim is to ensure you have a comfortable and positive experience throughout the recruitment process, so please do not hesitate to contact us directly for any accommodation requests at accessibility@edc.ca*. We are here to support you every step of the way.*
How to apply
***Only candidates selected for an interview will be contacted.***Application deadline: Apr 14, 2026, 10:59:00 PMEDC is committed to employment equity and actively encourages applications from women, Aboriginal people, persons with disabilities and visible minorities. If selected for an interview, please advise us if you require special accommodation.Candidates must meet the requisite government security screening requirements.
Not the right fit? Search for Operational Lead jobs in Ottawa, ON