About this role
Open Door Group (ODG), a trailblazing non-profit organization serving communities across Canada is looking for a dedicated Client Service Manager to join our team.
Salary: This position has an annual salary range of $66,500 to $81,500 commensurate with qualifications and experience.
Status: Full-Time, Permanent, Exempt
Hours of Work: 36 hours per week
Location: The primary work location for this position will be the Open Door Group office at 900 - 1200 Burrard Street, Vancouver but will have secondary work locations of all Open Door Group sites in the Vancouver area as needed.
Internal Posting closing date: January 30, 2026
About the Role
The Client Service Manager plays a key leadership role in ensuring high quality, client centered services that support strong outcomes for individuals and communities. This position leads through people, performance, and service quality, and is accountable for creating an environment where staff are supported, engaged, and focused on delivering excellent client experiences.
Reporting to the Service Delivery Senior Manager, the Client Service Manager leads and supports a team of service delivery staff through coaching, performance management, and professional development. The role uses data informed decision making to strengthen service delivery, improve individual staff performance, and ensure compliance with organizational and funder requirements.
What You Will Do
Lead Customer Excellence and Service Delivery
You will ensure services are delivered in a client centered, consistent, and high quality way by:
- Leading the implementation of customer service standards and service delivery processes
- Ensuring staff understand available services and apply them effectively to meet individual client needs
- Monitoring service delivery activities and outcomes at the individual staff level
- Managing staff performance against key indicators such as customer satisfaction, client outcomes, timeliness, and cost per outcome
- Working with teams to improve service quality, efficiency, and results
Build and Lead High Performing Teams
You will create a positive and accountable team environment by:
- Supervising and supporting direct reports and designated site staff
- Providing regular coaching, goal setting, KPI review, and performance management
- Supporting staff learning, development, and career growth
- Coordinating staffing and schedules to support service coverage
- Leading hiring, onboarding, and probationary processes
- Addressing performance and conduct matters in collaboration with Human Resources
- Supporting staff through complex or challenging client situations
Support Service Development and Innovation
You will contribute to continuous improvement by:
- Identifying service improvement opportunities based on feedback, outcomes, and data
- Contributing to the development and refinement of service delivery processes
- Collaborating with Business Enablement, HR, IT, Finance, and other departments
- Participating in leadership discussions, planning, and improvement initiatives
- Staying current with sector trends and best practices
Apply Compliance and Data Informed Practice
You will ensure services are delivered responsibly and effectively by:
- Maintaining a working understanding of service delivery policies, procedures, systems, and collective agreements
- Reviewing and interpreting performance data and reports
- Coaching staff through data driven action planning
- Ensuring compliance with organizational policies, funder requirements, and internal standards
- Consulting with subject matter experts as needed to ensure clarity and compliance
Oversee Health, Safety, and Facilities
You will support a safe and well maintained work environment by:
- Ensuring compliance with Workplace Health and Safety requirements
- Overseeing emergency response planning, drills, and incident reporting
- Participating in incident follow ups and inspections
- Promoting psychological health and safety in the workplace
- Overseeing centre facilities maintenance, including coordinating minor tasks and working with Business Enablement on larger projects
Please see the full job description for a detailed description of the responsibilities included in this position. Full posting and job description are available here: Careers at Open Door Group
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: As a Certified Living Wage Employer, ODG is committed to offering more than just a job. Enjoy a comprehensive 100% employer-paid benefits package and enrollment in the Municipal Pension Plan. Your well-being matters, and we provide an Employee and Family Assistance program to support you. Invest in your future with our professional development fund. Pursue courses, workshops, or certifications to enhance your skills and advance your career.
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
Qualifications
- Bachelor’s Degree in Business Administration, Social Science, Social Work, or a related field, or an equivalent combination of education and experience
- 3 to 5 years of experience in a managerial or supervisory role with accountability for people performance and results
Experience and Skills
- Proven experience leading and sustaining high performing service delivery teams
- Experience working in performance based, outcome focused, or fee for service environments
- Strong customer service and client relationship management skills
- Ability to interpret performance data and use it to coach staff and improve outcomes
- Strong analytical, planning, and organizational skills
- Experience using CRM systems and Office 365 applications
- Strong interpersonal and communication skills, with the ability to work effectively with staff, leadership, partners, and external stakeholders
- Ability to prepare clear, accurate reports and maintain compliant administrative and client records
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
- Occasional travel 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 [email protected].
Only shortlisted candidates will be contacted.
Thank you for your interest in joining the Open Door Group team!
Other facts
About The Open Door Group
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.
What you'll do
- The Client Service Manager leads a team to ensure high-quality, client-centered services and is accountable for staff performance and service delivery outcomes. This role involves coaching, performance management, and continuous improvement of service processes.
Ready to join The Open Door Group?
Take the next step in your career journey