Client Service Manager

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
- 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

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

**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 org