Director, Service Programs & Innovation Implementation

Job Title:

Director, Service Programs & Innovation Implementation

Department:

Service Programs

Reports To:

Executive Director, Equity, Programs & Innovation Implementation

Salary Range:

$ 102,500-$109,000

Job Type:

Full-Time, Permanent, Hybrid, 3 Days per week,

Preferred Location:

Toronto, Ontario

Posting Close Date

2025-04-22

Is This You?
Are you motivated by the opportunity to positively impact mental health for young people in Canada? Are you passionate about helping youth navigate the complexities of growing up in today's technology-driven world? If so, Kids Help Phone is looking for dynamic individuals like you to join our team.

At Kids Help Phone, we're on a transformational journey to change the landscape of youth mental health in Canada. This is an opportunity to be a part of something truly meaningful and to make a real difference in the lives of young people. It will take courage, resilience, and a commitment to helping fuel this transformative journey.

The Opportunity:

The Director, Service Programs and Innovation implementation will be responsible for ensuring programs successfully engage young people, scale rapidly, and that newly launched innovations and products are implemented successfully. They will be responsible for the development and implementation of strategic road maps, team management and reporting on progress internally and externally, particularly with funders.

The successful candidate will lead the team through robust program planning, partnership management and leading continuous improvements to a series of programs within Kids Help Phone's ecosystem of supports. The successful candidate will drive continuous transformation of programs through implementation, program growth and evolution centered on youth lived experiences.

This role operates in collaboration with the Innovation and Data team and IT as a stakeholder of the innovation and design process. The Director of Service Programs and Innovation Implementation will collaborate on technical operating models and plans to ensure successful rollout of innovative services and programs, and continued iteration of new features through ongoing monitoring and evaluation. They will also work closely with KHP's Advancement and Finance teams to ensure funder requirements for programs are met and reported on accurately.

What You'll Do:

Program & Team Leadership

• Provide team leadership to staff and volunteers aligned with KHP values and IDEA strategies while ensuring consistent and equitable team and employee performance management, in alignment with KPI's and success indicators.
• Lead the ongoing operation of primarily digital programs ensuring efficient and effective delivery to meet KPIs, scale initiatives and evolve offerings for youth.
• Monitor program impact and trends, working with the Applied Research team to assess program success and growth opportunities.
• Collaborate with KHP's Brand, Storytelling and Communication team to inform strategic promotion initiatives that increase program awareness and interactions.
• Strategically partner with other organizations and key stakeholders to grow program awareness, reach, and impact.
• Work closely with departmental Directors to streamline processes and maximize opportunities for reaching youth collaboratively and equitably.
• Represent KHP at external initiatives such as conferences, events and media.
• Support the team in developing new processes and in utilizing systems required to track program related information efficiently.
• Work closely with the Executive Director, Equity, Programs & Innovation Implementation to develop and implement a longer-term, comprehensive program delivery strategy.
• Track and utilize program data and trends to inform decisions and problem solving related to meeting KPI's and for program evolution.
• Demonstrate behaviours that exhibit our organizational Values: Collaboration, Courage, Trustworthy, Innovative and Resilience.

Innovation Implementation

• Lead the implementation of new service innovations incorporating lessons from prototypes, user testing, youth engagement, and evaluation.
• Drive continuous transformation of programs through program expansion and evolution accounting for the needs of youth and strategic opportunities
• Define program scaling and innovation opportunities to inform program expansions and prioritize new service improvements or features.
• Participate as a stakeholder in the service innovation design process with the Innovation and Data team, ensuring that prototypes will be scalable as service programs.
• Liaise with external vendors, in particular those providing technical services for KHP products for implementation.
• Provide subject matter expertise to amplify youth voices and engagement in service program design and delivery to unlock the best experience for young people according to their ever-changing needs.

Donor and Financial Management

• Collaborate internally to develop budgets, monitor them, and forecast expenses.
• Support proposal writing and donor reporting for programs in conjunction with other department leads.
• Ensure funder deliverables for programs are met and reported accurately both internally and externally, including meeting with donors as required.
• Have comprehensive oversight of program budgets, funders and expenses, and work closely with Finance and Advancement teams on a regular basis to track and allocate expenses based on donor agreements.

Our Ideal Candidate:

• Bachelor's degree in relevant field required
• Minimum of 7 years of program or product management, preferably in a youth-serving organization with strong outreach and digital service delivery components
• Experience managing the rollout of programs that include technical requirements or digital program service delivery
• A demonstrated ability to manage and motivate staff, and engage colleagues, including those in leadership roles to create collaborative impact
• Financial literacy and proven experience managing budgets
• Well-developed leadership skills, proven through successful meeting of program objectives and deliverables
• Demonstrated ability to work effectively and cross-functionally with external partners, suppliers, staff, volunteers and other relevant stakeholders
• Demonstrated ability to manage multiple tasks effectively under tight deadlines and superior organizational skills and attention to detail
• Experience managing multiple vendors and on-budget program delivery
• Experience using data to support strategic decisions and business plans
• Entrepreneurial, creative, strategic minded and energetic
• Excellent writing, communication and presentation skills
• Commitment to the vision and goals of the organization
• Excellent English oral and written skills
• Understands ethical behavior and business practices, and ensures that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization
• Ability to travel as required

Nice to have:

• Master's degree in relevant field preferred
• Bilingual in French and English is an asset

About Kids Help Phone:
Kids Help Phone is a Canadian leader and world innovator in youth mental health. As Canada's only 24/7 professional counselling and information service for young people, we support youth through various channels including phone, live chat, and text. Since 1989, we've been offering anonymous, confidential support to kids, teens, and young adults, helping them overcome challenges and improve their mental health.

We are pioneers in virtual care, and our team is dedicated to providing a critical lifeline to youth across the country, available in both English and French, and over 100 other languages via interpretation. We have built a trusted reputation for delivering innovative services, and we're looking for like-minded individuals to join us in making history.

Does this sound like a journey you want to be a part of?
Join us and make a difference in the lives of young people across Canada!

How to Apply

Click the "Apply" button. Please attach a single file with your resume and cover letter

The position will be posted until April 22nd, 2025

Kids Help Phone is an Equal Opportunity Employer
We value diversity and inclusion and encourage applications from all qualified individuals. We are committed to providing barrier-free accommodations in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). If contacted for an employment opportunity, please let us know if you require accommodation at any stage of the recruitment process.

Our Commitment to Diversity, Equity, Inclusion & Accessibility (I.D.E.A.):
We are committed to fostering a workplace that celebrates diversity, equity, and inclusion, empowering all employees and service users. We strive to ensure that our services and environment are reflective of the communities we serve. We embrace differences in race, ethnicity, national origin, gender identity, sexual orientation, and ability, and we are dedicated to promoting understanding and appreciation of these differences.

Benefits include:

Accidental Death Insurance, Hybrid Work Model, Life Insurance, Wellness Programs, Flex Time, Employee & Family Assistance Program, Health Care, Dental Care, Vision Care, CAAT Pension Plan, Emergency Travel Assistance, and more!

Message to Agencies:
We do not accept unsolicited telephone calls, referrals, or resumes from agencies. Any unsolicited submissions will be considered gratuitous, and we will not be obligated to pay any referral or other fees.