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Service Quality and Design Manager

Open Door Group16 days ago
Remote
CA$56,098 - CA$80,641/year
Senior Level
Temporary
Full-time

Top Benefits

Employer-paid health and dental benefits package
Employee and Family Assistance program
TELUS Virtual Health Services

About the role

Open Door Group (ODG), a trailblazing non-profit organization serving communities across Canada and is on the lookout for a dedicated Service Quality and Design Manager to join our team.

Salary: The salary range is $56,098.64 – 80,641.60, commensurate with experience.

Status: Exempt, Temporary 6 month position

Hours of Work: 36 hours per week

Location: This position will be hybrid remote, with a primary work location of a home office and secondary work locations from our Open Door Group offices in Vancouver, Kamloops, or Sechelt, based on where the successful candidate lives. Candidates who live outside of these areas may be considered for fully remote work, with occasional travel to our on-site locations as required.

Your Role:

The Service Quality and Design Manager is a leadership role responsible for ensuring service excellence, contractual compliance, and continuous improvement across Open Door Group (ODG) programs. This position ensures services meet quality standards, funder requirements, and support ongoing improvement. The Manager reports to the Director of Business Enablement and combines quality assurance responsibilities with expertise in service design to optimize program delivery and improve client outcomes.

As the lead for quality assurance, the Service Quality and Design Manager creates and maintains QA frameworks that align with internal policies, funder guidelines, and CARF accreditation. They monitor compliance, look into service issues, and lead improvements that make services more effective, better integrated, and easier for clients to navigate.

Based in the Business Enablement team, the Service Quality and Design Manager works closely with service leaders and staff, providing consultative support on policy interpretation, quality standards, and service improvement planning. The Manager also plays a key role in supporting new program proposals and partnerships, collaborating on the design of service delivery models that reflect industry best practices, client-centered principles, and operational feasibility.

Key Responsibilities include:

Quality Assurance Leadership:

    • Develop and oversee QA frameworks, policies, and tools to meet funder, internal, and accreditation standards
    • Conduct audits, monitor compliance, investigate service concerns, and drive continuous quality improvement through data analysis and staff training.

Service Design & Subject Matter Expertise:

    • Act as a subject matter expert in quality and service design.
    • Support program development and innovation by advising on delivery models, client experience, policy alignment, and cross-program integration.
    • Lead initiatives to improve access, equity, and service impact.

Team Leadership & Staff Development:

    • Build and maintain high-performing teams by providing coaching, managing performance, coordinating staffing, and supporting professional development.
    • Lead hiring, onboarding, and disciplinary processes while fostering a positive and productive team culture.

Why Open Door Group?

Champion of Great Workplaces: ODG proudly holds the title of one of Canada's Certified Great Places to Work, fostering a culture of compassion and authenticity. Join a team that values your unique contribution and believes in the boundless potential of every individual.

Competitive Compensation and Benefits:

Competitive Compensation and Benefits: As a Certified Living Wage Employer, ODG is committed to offering more than just a job. An Employer-paid health and dental benefits package will be made available, including an Employee and Family Assistance program and TELUS Virtual Health Services to support your health and well-being.

Community Impact: Be part of an organization that goes beyond the conventional, providing tailored employment services to build strong workforce ecosystems and thriving communities. Your work will directly contribute to the social and economic well-being of the community.

What you bring to the position:

  • Bachelor’s degree in a related field (Social Sciences, Public Administration, Quality Management, etc.
  • Certification of quality control is a strong asset (ISO 9000, etc).
  • 1 - 2 years of progressive experience in quality assurance, program design, or service evaluation in the non-profit or government-funded sector.
  • At least 1 year of supervisory experience, including recruitment, performance management, and coaching.
  • Demonstrated proficiency in conducting and following up on quality control reporting, leading to identification of deficiencies, recommendations to improve processes/performance/standards, and a reduction in errors.
  • Experience interpreting contracts, policies, and accreditation standards (e.g., CARF) is an asset.
  • Demonstrated ability to write clear and concise reports.
  • Able to complete assignments with attention to detail and high degree of accuracy.
  • Demonstrated analytical, planning, and organizational skills and experience.
  • Strong interpersonal skills, including tact, diplomacy, and flexibility to work effectively with leadership, staff, government officials, and the general public.

Please see the attached job description for a detailed description of the responsibilities of this position.

Special Conditions of Employment:

  • Required to pass a criminal history background check and/or fingerprinting
  • Must be able to work flexible hours
  • Must have the ability to work on a computer for extended hours at a time
  • Travel within British Columbia may be required

Open Door Group values diversity and is committed to providing an inclusive work environment. We are looking for qualified individuals who represent, at all job levels, the diversity of the people we serve and encourage applications from Indigenous peoples, individuals of all genders and sexual orientation, origin and ethnic affiliations, disability, age, and religion

We strive to ensure an accessible experience for candidates. If you require an alternative method to submit your application, please contact us toll-free at 1 866 377 3670 and ask to speak with an HR representative, or you can email us at humanresources@opendoorgroup.org

Only short-listed candidates will be contacted. Thank you for your interest in joining the Open Door Group team!

About Open Door Group

Human Resources Services
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Open Door Group is a non-profit, social enterprise that operates on the fundamental belief that all individuals have the right and ability to succeed. Established in 1976, Open Door Group delivers a range of programs and services to help individuals prepare for, find and keep employment and develop meaningful connections in their communities.

Today, Open Door Group serves thousands of people per year in several communities throughout Canada. Our mission is fostering well-being for all by opening doors to sustainable and meaningful employment. We are committed to providing tailored services to everyone that walks through our door. Whoever you are, wherever you may be in your career journey, we are here to support you.